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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: 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
Topic 3: Value Streams and Service Delivery	- Workflow optimization 1. Eliminating waste in processes 2. Lean principles in service delivery - Value stream mapping 1. Design-to-transition value streams 2. Incident-to-resolution value streams
Topic 4: ITSM Practices in Create, Deliver and Support	- Service Desk 1. User support and communication channels - 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
Topic 5: Team Collaboration and Shift-Left Approach	- Shift-left principles 1. Knowledge management empowerment 2. Early resolution of incidents - Collaborative practices 1. Cross-functional teamwork 2. Agile and DevOps integration

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q21-Q26):

NEW QUESTION # 21
An organization is planning to implement a new service management toolset for effective integration of management practices. Which feature of the service management toolset will be the MOST important in achieving this?

A. High availability and security
B. Inventory and discovery of IT assets
C. Advanced analytics
D. Flexible workflow automation

Answer: D

NEW QUESTION # 22
Which is a reason why an organization should create competency profiles for each role?

A. To plan the professional development of team members
B. To ensure that IT specialists have pi-shaped skill profiles
C. To plan to fill all the mandatory ITIL roles
D. To ensure that technical skills are included in each profile

Answer: A

NEW QUESTION # 23
A popular social media app is part of a complex network of systems. Most changes to the service are successful, except for those made by a development team that has many failed changes.
Which is the BEST approach to reduce the number of failures?

A. Increase the size of development changes to make them easier to handle and increase success
B. Create a change model for development changes that includes the use of safe-to-fail testing
C. Initiate development changes as emergency changes so that errors can be identified quickly
D. Create a standard change model for development changes and initiate as a service request

Answer: B

NEW QUESTION # 24
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?

A. Reducing the time spent assessing and approving changes
B. Minimizing handoffs between specialists within a development team
C. Designing a continuous integration/continuous delivery pipeline
D. Reducing the time it takes to provide environments for projects

Answer: C

NEW QUESTION # 25
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?

A. Offshoring
B. Insourcing
C. Nearshoring
D. Onshoring

Answer: C

NEW QUESTION # 26
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