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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: 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
          Topic 2: Support and improve services25%- Performance measurement and improvement
          • 1. Metrics and monitoring
            • 2. Continual improvement practices
              - Service support and incident management
              • 1. Incident and problem management
                • 2. Service desk and request fulfilment
                  Topic 3: Create and develop services25%- Quality assurance and validation
                  • 1. Service level management
                    • 2. Testing and verification
                      - Service design and development practices
                      • 1. Service components and architecture
                        • 2. Requirements definition and specification
                          Topic 4: 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 operation and control
                                • 2. Service integration and management

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                                  Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q71-Q76):

                                  NEW QUESTION # 71
                                  A service provider is aiming to optimize service management activities to ensure high quality of services and eliminate waste. Each practice and team have been working on continual improvement and implemented a large number of improvements. However, improvement in overall efficiency and in service quality has been lower than expected. What is the BEST approach for the service provider to take to resolve this?

                                  Answer: C


                                  NEW QUESTION # 72
                                  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?

                                  Answer: C


                                  NEW QUESTION # 73
                                  A service desk uses triage to ensure they work on the most urgent tasks first. This sometimes causes user satisfaction issues, because low priority requests can wart a long time before anyone starts to work on them.
                                  What is the BEST way to manage this issue?

                                  Answer: D


                                  NEW QUESTION # 74
                                  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: D


                                  NEW QUESTION # 75
                                  Which is an example of a divisional organizational structure?

                                  Answer: A


                                  NEW QUESTION # 76
                                  ......

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