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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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                                            Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q54-Q59):

                                            NEW QUESTION # 54
                                            An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.

                                            Answer: B


                                            NEW QUESTION # 55
                                            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: C


                                            NEW QUESTION # 56
                                            An organization experiences a high level of variation in the demand for its development services.
                                            The organization has the capacity to fulfil the overall level of demand but wants to reduce the variation so that it does not have to prioritize work at peak times. Which action would BEST help the organization influence the demand for its services?

                                            Answer: A


                                            NEW QUESTION # 57
                                            A service operations team monitors a critical service. They receive thousands of events every day and operators are trained, so they know which events require a response. Sometimes they miss an important event and this causes service level targets to be breached.
                                            What is the BEST approach to resolve this issue?

                                            Answer: D


                                            NEW QUESTION # 58
                                            An internal service provider has made the service desk a single point of contact for all user queries, including incidents, service requests, complaints, and compliments. To ensure a fair allocation of the service desk resources, a common rule for processing all incoming queues has been agreed: "first in, first out." It has soon become apparent that some incidents reported by users spend too much time waiting to be processed and triaged by the service desk. This leads to delayed incident resolution and negative business impact. What is the BEST way to improve the situation?

                                            Answer: A


                                            NEW QUESTION # 59
                                            ......

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