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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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                                  Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q32-Q37):

                                  NEW QUESTION # 32
                                  A technology firm has implemented a new ticketing system for managing customer support requests. However, the firm is facing challenges in effectively prioritizing and managing these tickets due to varying levels of urgency and complexity. Some high-priority issues are being delayed, while less critical requests are being addressed too soon, leading to customer dissatisfaction and inefficiencies in the workflow. How should the firm improve this situation?

                                  Answer: C


                                  NEW QUESTION # 33
                                  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: C

                                  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 # 34
                                  A software development company wants to transition from a traditional working model to one focused on innovation and adaptability. The management has recognized a need to support changes in the mindset among employees, particularly those accustomed to the traditional approach. However, the management has encountered resistance from long-standing employees who are accustomed to traditional methods. What strategy should the company adopt to effectively facilitate this cultural shift?

                                  Answer: C


                                  NEW QUESTION # 35
                                  An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.

                                  Answer: D


                                  NEW QUESTION # 36
                                  A service desk manager is creating a job profile for a service desk team lead. The following requirements have been identified: Ability to use company processes and tools, Leadership skills, Knowledge of service desk objectives. What is the MOST important additional requirement for the job profile?

                                  Answer: C


                                  NEW QUESTION # 37
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