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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

Section	Objectives
Topic 1: 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
Topic 2: Value Streams and Service Delivery	- Value stream mapping 1. Design-to-transition value streams 2. Incident-to-resolution value streams - Workflow optimization 1. Eliminating waste in processes 2. Lean principles in service delivery
Topic 3: Team Collaboration and Shift-Left Approach	- Shift-left principles 1. Knowledge management empowerment 2. Early resolution of incidents - Collaborative practices 1. Agile and DevOps integration 2. Cross-functional teamwork
Topic 4: ITSM Practices in Create, Deliver and Support	- Problem Management 1. Root cause analysis and prevention - Incident Management 1. Incident lifecycle and resolution - Change Enablement 1. Change control and risk assessment - Service Level Management 1. SLAs and service expectations - Service Desk 1. User support and communication channels
Topic 5: Service Performance and Measurement	- Continual improvement 1. Improvement models and practices 2. Feedback loops and reporting - 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 (Q42-Q47):

NEW QUESTION # 42
In which circumstances should an organization buy, rather than build, software?

A. The organization is part of a regulated industry and has a strong focus on internal policies
B. The consumers of the software have many and varied customization requirements
C. The software is widely available and its features are standardized across most organizations
D. The requirements of the organization are frequently changing because of rapid expansion

Answer: C

NEW QUESTION # 43
A technology organization is undergoing a strategic expansion, targeting emerging markets. The organization's current workforce has not had experience in dealing with the innovative products which are part of the new markets. What is the BEST strategic approach that the organization should adopt to resolve this situation?

A. Restructure the organization to create specialized departments for emerging technologies
B. Invest in targeted training programmes for existing staff in relevant emerging technologies
C. Outsource the development of new technology segments to specialized vendors
D. Increase the total number of employees focusing on new hires with expertise in emerging technologies

Answer: B

NEW QUESTION # 44
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?

A. Flat
B. Functional
C. Matrix
D. Divisional

Answer: B

NEW QUESTION # 45
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?

A. Servant leadership
B. Heuristic task
C. Cooperation
D. Algorithmic task

Answer: B

NEW QUESTION # 46
Which concept is commonly applied to help organizations process and interpret unstructured text, with the aim to produce summaries or translations?

A. Information models
B. Advanced analytics
C. ITSM software
D. Artificial intelligence

Answer: D

NEW QUESTION # 47
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