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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionObjectives
Topic 1: Value Streams and Service Delivery- Workflow optimization
  • 1. Eliminating waste in processes
    • 2. Lean principles in service delivery
      - Value stream mapping
      • 1. Incident-to-resolution value streams
        • 2. Design-to-transition value streams
          Topic 2: Team Collaboration and Shift-Left Approach- Collaborative practices
          • 1. Cross-functional teamwork
            • 2. Agile and DevOps integration
              - Shift-left principles
              • 1. Early resolution of incidents
                • 2. Knowledge management empowerment
                  Topic 3: ITSM Practices in Create, Deliver and Support- Change Enablement
                  • 1. Change control and risk assessment
                    - Service Level Management
                    • 1. SLAs and service expectations
                      - Service Desk
                      • 1. User support and communication channels
                        - Incident Management
                        • 1. Incident lifecycle and resolution
                          - Problem Management
                          • 1. Root cause analysis and prevention
                            Topic 4: Service Performance and Measurement- Metrics and KPIs
                            • 1. Performance indicators alignment
                              • 2. Service level metrics
                                - Continual improvement
                                • 1. Feedback loops and reporting
                                  • 2. Improvement models and practices
                                    Topic 5: Organizational Structure and Service Value System- ITIL Service Value System (SVS)
                                    • 1. Governance and value co-creation concepts
                                      • 2. Guiding principles application
                                        - Service value chain integration
                                        • 1. Design and transition considerations
                                          • 2. Plan, improve, engage activities

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                                            Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q17-Q22):

                                            NEW QUESTION # 17
                                            A sales enablement service is being modified to improve the data that is presented to sales staff.
                                            This will be delivered as a series of incremental improvements.
                                            Which are the TWO BEST ways to measure these changes?
                                            1. Measure individual changes by the output that they create
                                            2. Measure the overall success of multiple changes by the output that
                                            is created
                                            3. Measure individual changes by the outcome that they create
                                            4. Measure the overall success of multiple changes by the outcome that
                                            is created

                                            Answer: C


                                            NEW QUESTION # 18
                                            To stay ahead of its competition, an organization's leadership team is focused on ensuring that product innovations reach customers quickly. A team is discussing how it can leverage value stream mapping in support of this goal. The team wants to improve the entire end-to-end value stream. Which improvement is MOST LIKELY to improve the entire value stream?

                                            Answer: D


                                            NEW QUESTION # 19
                                            An organization uses value streams to help them deliver consistent services, and they use
                                            `service integration and management' to manage many different suppliers. How does `service integration and management' work with the organization's value streams?

                                            Answer: A


                                            NEW QUESTION # 20
                                            An organization wishes to acquire a service from a supplier in a different country but with similar working hours.
                                            Which sourcing model should they use?

                                            Answer: C


                                            NEW QUESTION # 21
                                            In a mature ITIL 4 practice environment, incidents are automatically generated from monitoring events, enriched with CI data from the CMDB, and routed through automated priority matrices.
                                            Major-incident teams must be alerted based on dynamic impact thresholds, and linked knowledge articles should surface during ticket resolution. Which ONE practice is accountable for defining and governing this entire ticket lifecycle from auto-creation and CI integration to automated escalations, major-incident protocols, and closure criteria?

                                            Answer: A

                                            Explanation:
                                            The Incident Management practice owns the complete lifecycle of unplanned service disruptions.
                                            It defines how incidents are captured whether via user reports or automated event triggers, how CI attributes inform categorization and impact assessment, and how dynamic priority matrices drive automated escalations. It also prescribes major-incident procedures, integrates knowledge- article recommendations into the resolution workflow, and enforces closure criteria once service restoration is verified.


                                            NEW QUESTION # 22
                                            ......

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