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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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                                            ITIL-4-CDS Exam Format | Exam ITIL-4-CDS Bible

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                                            Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q40-Q45):

                                            NEW QUESTION # 40
                                            An internal service provider of a charity foundation wants to ensure that all queries coming from users and customers are processed within the agreed time. Records show that the flow of incoming queries is uneven; the teams processing the queries may be overwhelmed one day and have idle capacity on another. What is the BEST way for the service provider to ensure timely processing of all queries?

                                            Answer: C


                                            NEW QUESTION # 41
                                            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 # 42
                                            When verifying that an incident has been resolved, which is an example of value as perceived by a user?

                                            Answer: A


                                            NEW QUESTION # 43
                                            A small food retail chain was created twenty years ago. At that time, stock management and point of sale (POS) software was developed and maintained by an internal IT team. Today the chain is using commercial software available off-the-shelf for stock management and POS. What is this situation an example of?

                                            Answer: A


                                            NEW QUESTION # 44
                                            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: A


                                            NEW QUESTION # 45
                                            ......

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