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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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Free Peoplecert ITIL-4-CDS Questions

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q79-Q84):

NEW QUESTION # 79
A service provider is struggling to meet the incident resolution objectives for some incidents.
Reports generated by the service management tools show that the resolution time is often longer than agreed in three types of situation: incident resolution requires a change to be implemented, incident resolution involves the internal software development team, incident resolution involves an external supplier. What should the service provider do to improve the situation?

A. Review the change enablement practice
B. Review the incident resolution targets
C. Review the incident management practice
D. Review the incident resolution value stream

Answer: D

NEW QUESTION # 80
How should roles and competencies be managed to adapt to rapid technological changes and market demands?

A. By focusing on increasing employees' technical experience
B. By creating career paths dedicated to single technologies
C. By making it easier for employees to focus on one role
D. By continually adapting roles to evolving organizational requirements

Answer: D

NEW QUESTION # 81
An organization has experienced difficulties in providing user support at expected levels. The organization has asked one of its relationship managers and a business analyst to gather information about the types of issues which users and customers are experiencing. The organization would also like to understand the operational issues that support teams are experiencing. Which practice is most likely to provide this information?

A. Monitoring and event management
B. Release management
C. Problem management
D. Service desk

Answer: D

NEW QUESTION # 82
In which circumstances should an organization buy, rather than build, software?

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

Answer: A

NEW QUESTION # 83
What should an organization consider when deciding to retain or outsource specific IT services?

A. Short-term cost optimization
B. Cultural barriers and associated risks
C. Immediate staff reduction
D. Transfer of responsibility for highly tailored services

Answer: B

NEW QUESTION # 84
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