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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionWeightObjectives
Support and improve services25%- Performance measurement and improvement
  • 1. Continual improvement practices
    • 2. Metrics and monitoring
      - Service support and incident management
      • 1. Service desk and request fulfilment
        • 2. Incident and problem management
          Deliver and transition services25%- Service transition and change management
          • 1. Deployment and implementation
            • 2. Change enablement and release management
              - Service delivery and operational practices
              • 1. Service integration and management
                • 2. Service operation and control
                  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%- Quality assurance and validation
                          • 1. Testing and verification
                            • 2. Service level management
                              - Service design and development practices
                              • 1. Requirements definition and specification
                                • 2. Service components and architecture

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

                                  NEW QUESTION # 40
                                  In ITIL 4, which practice is accountable for defining the mandatory financial and contractual metadata-such as cost centers, chargeable service rates, SLA targets and contract references- that must accompany every ticket to support accurate chargeback, cost transparency and SLA reporting across the service value streams?

                                  Answer: B

                                  Explanation:
                                  The Financial Management for IT Services practice defines cost models, pricing policies and financial controls. It specifies which financial and contractual attributes (cost center codes, billable rates, SLA tiers, contract IDs) must be captured on each ticket. This ensures that downstream reporting, chargeback and budget forecasting have consistent, auditable data across all work items.


                                  NEW QUESTION # 41
                                  A service provider involves suppliers to resolve incidents related to third-party software.
                                  Resolution of such incidents typically takes longer because of the time required to contact a supplier and other delays. The service provider needs to involve the supplier every time a similar incident occurs again. The incident manager wants to reduce the costs and improve the timeliness of incident resolution. What is the BEST way for the incident manager to achieve this?

                                  Answer: A


                                  NEW QUESTION # 42
                                  During a service design workshop, a development team come up with lots of different possible design solutions, and then analyze these to select one of them to proceed with. What `design thinking' activity is this an example of?

                                  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?

                                  Answer: D


                                  NEW QUESTION # 44
                                  Which concept is commonly applied to help organizations process and interpret unstructured text, with the aim to produce summaries or translations?

                                  Answer: A


                                  NEW QUESTION # 45
                                  ......

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