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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionWeightObjectives
Create and develop services25%- Service design and development practices
  • 1. Service components and architecture
    • 2. Requirements definition and specification
      - Quality assurance and validation
      • 1. Testing and verification
        • 2. Service level management
          Deliver and transition services25%- Service delivery and operational practices
          • 1. Service integration and management
            • 2. Service operation and control
              - Service transition and change management
              • 1. Deployment and implementation
                • 2. Change enablement and release management
                  Support and improve services25%- Service support and incident management
                  • 1. Service desk and request fulfilment
                    • 2. Incident and problem management
                      - Performance measurement and improvement
                      • 1. Metrics and monitoring
                        • 2. Continual improvement practices
                          Plan and build service value streams25%- Service value system and value streams
                          • 1. Core concepts and principles
                            • 2. Designing value streams and workflows
                              - Resource and capability management
                              • 1. Buy vs build and sourcing strategies
                                • 2. Planning and allocation

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                                  ITIL-4-CDS Study Materials: ITIL 4 Specialist: Create, Deliver and Support & ITIL-4-CDS Certification Training

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                                  Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q58-Q63):

                                  NEW QUESTION # 58
                                  An organization has received complaints from customers regarding incident resolution times. The organization is using value stream mapping to visualize the activities involved in restoring service following an outage. The team has designed an optimized flow that begins with the incident being generated by a monitoring tool, and ends when service is restored. Leadership is concerned that this approach has failed to provide the insight needed to reduce delays. Which is the BEST action this team can take to address leadership's concern?

                                  Answer: B


                                  NEW QUESTION # 59
                                  An organization is writing its test strategy in order to define the test levels and test types that are in scope for testing. In the past, the organization has experienced service disruptions after some releases of a particular application. These disruptions were happening because the application caused other applications to generate errors.
                                  Which test level should the organization focus on to address this weakness?

                                  Answer: D


                                  NEW QUESTION # 60
                                  An organization is in the process of restoring the online payment app service, and its IT teams have reached a stage where creative problem-solving is needed. What does this situation describe?

                                  Answer: A


                                  NEW QUESTION # 61
                                  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: A,C

                                  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 # 62
                                  What is the goal of the `shift-left' approach?

                                  Answer: B


                                  NEW QUESTION # 63
                                  ......

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