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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionObjectives
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
          ITSM Practices in Create, Deliver and Support- Problem Management
          • 1. Root cause analysis and prevention
            - Change Enablement
            • 1. Change control and risk assessment
              - Service Level Management
              • 1. SLAs and service expectations
                - Incident Management
                • 1. Incident lifecycle and resolution
                  - Service Desk
                  • 1. User support and communication channels
                    Team Collaboration and Shift-Left Approach- Collaborative practices
                    • 1. Agile and DevOps integration
                      • 2. Cross-functional teamwork
                        - Shift-left principles
                        • 1. Early resolution of incidents
                          • 2. Knowledge management empowerment
                            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. Plan, improve, engage activities
                                  • 2. Design and transition considerations
                                    Service Performance and Measurement- Continual improvement
                                    • 1. Feedback loops and reporting
                                      • 2. Improvement models and practices
                                        - Metrics and KPIs
                                        • 1. Performance indicators alignment
                                          • 2. Service level metrics

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                                            Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q76-Q81):

                                            NEW QUESTION # 76
                                            An organization is moving from a process-based approach to a value-stream based approach for managing user issues.
                                            Which of these activities should the organization do FIRST?

                                            Answer: A


                                            NEW QUESTION # 77
                                            A service provider involves suppliers to resolve incidents related to third-party software.
                                            Resolution of such incidents typically takes longer because of the time required to contact a supplier and other delays. The service provider needs to involve the supplier every time a similar incident occurs again. The incident manager wants to reduce the costs and improve the timeliness of incident resolution. What is the BEST way for the incident manager to achieve this?

                                            Answer: C


                                            NEW QUESTION # 78
                                            An organization has departments that are structured as Sales, Business Operations, and Quality Control. Each department has its own set of responsibilities, reporting lines and authorities, and they manage their internal processes independently. What type of organizational structure is this an example of?

                                            Answer: C


                                            NEW QUESTION # 79
                                            Which TWO ITIL 4 guiding principles should be applied to bridge deep-rooted cultural norms, diverse communication styles, and siloed mindsets within a distributed service value stream team? (Select TWO)

                                            Answer: D,E

                                            Explanation:
                                            "collaborate and promote visibility" breaks down cultural barriers by encouraging shared understanding, transparent workflows, and joint problem-solving sessions. This principle fosters an environment where diverse team members can see how their contributions fit into the bigger picture, reducing misinterpretation and building trust.
                                            "think and work holistically" ensures teams recognize interdependencies across technology, processes, and people. By adopting a holistic mindset, team members appreciate how cultural nuances influence each stage of the service value stream, leading to more empathetic communication and aligned decision-making.


                                            NEW QUESTION # 80
                                            In a fully automated ITIL 4 environment, tickets are created from event-stream alerts, enriched with CI-DB data, categorized by ML engines, surface contextual knowledge-article suggestions, and even trigger self-service deflection workflows. Multiple practices feed data into this engine, yet one practice must define and govern the end-to-end ticket lifecycle-covering channel integrations, taxonomy versioning, automated escalations, deflection criteria, status flows, and closure validations. Which ONE practice holds this overarching accountability?

                                            Answer: A

                                            Explanation:
                                            The Service Desk practice is accountable for the holistic ticket interface and lifecycle across all channels-whether human-entered, event-driven or self-service. It defines the unified taxonomy, status models, handoff rules, SLA targets, integration contracts (for Event Management feeds and CMDB enrichment), and deflection thresholds (leveraging Knowledge Management). By owning these elements, the Service Desk ensures consistency, traceability and a single point of control for all incoming work items, even as specialized practices contribute data and enrichment.


                                            NEW QUESTION # 81
                                            ......

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