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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

Section	Objectives
ITSM Practices in Create, Deliver and Support	- Change Enablement 1. Change control and risk assessment - Service Desk 1. User support and communication channels - Service Level Management 1. SLAs and service expectations - Problem Management 1. Root cause analysis and prevention - Incident Management 1. Incident lifecycle and resolution
Value Streams and Service Delivery	- Value stream mapping 1. Incident-to-resolution value streams 2. Design-to-transition value streams - Workflow optimization 1. Eliminating waste in processes 2. Lean principles in service delivery
Organizational Structure and Service Value System	- ITIL Service Value System (SVS) 1. Guiding principles application 2. Governance and value co-creation concepts - Service value chain integration 1. Design and transition considerations 2. Plan, improve, engage activities
Service Performance and Measurement	- Continual improvement 1. Improvement models and practices 2. Feedback loops and reporting - Metrics and KPIs 1. Service level metrics 2. Performance indicators alignment
Team Collaboration and Shift-Left Approach	- Collaborative practices 1. Agile and DevOps integration 2. Cross-functional teamwork - Shift-left principles 1. Knowledge management empowerment 2. Early resolution of incidents

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q41-Q46):

NEW QUESTION # 41
A service desk team acts as a single point of contact for its users. Service desk team members are the first-line support; however, if they are unable to resolve the incidents, they are escalated to second-line support. This tiered support structure has resulted in large queues of unresolved tickets. Which concept or approach would help the organization resolve this situation?

A. Results-based measurement
B. Outsourcing
C. Swarming
D. Advanced analytics

Answer: C

NEW QUESTION # 42
A service operations team monitors a critical service. They receive thousands of events every day, and operators are trained, so they know which events require a response. Sometimes they miss an important event, and this causes service level targets to be breached. What is the BEST approach to resolve this issue?

A. Renegotiate service level targets
B. Review and automate filtering of operations data
C. Recruit and train additional operations staff
D. Improve operations team training

Answer: B

NEW QUESTION # 43
An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.

A. Continuous deployment
B. Continuous delivery
C. Continual improvement
D. Continuous integration

Answer: D

NEW QUESTION # 44
During a service design workshop, a development team aims to tailor their solutions to the needs and circumstances of the target users. What is the BEST approach for the team to achieve this?

A. Create realistic user personas based on the gathered user data
B. Involve many users from every target group in all steps of the design
C. Use the latest technology capabilities to improve the look and feel of the designed solution
D. Interview customers about their preferences

Answer: A

NEW QUESTION # 45
A managed service provider manages an organization's suppliers, provides some delivery functions to the organization, and coordinates service integration and management between the organization and its suppliers. Which model is this an example of?

A. Retained service integration
B. Service integration as a service
C. Service guardian
D. Single provider

Answer: B

NEW QUESTION # 46
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