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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q18-Q23):

NEW QUESTION # 18
An organization uses value streams to help them deliver consistent services, and they use
`service integration and management' to manage many different suppliers. How does `service integration and management' work with the organization's value streams?

A. Service integration and management' cannot be used in an organization that uses value streams
B. 'Service integration and management' manages multiple suppliers in a single value stream
C. 'Service integration and management' creates a separate value stream for each supplier
D. Service integration and management' is independent of the organization's value streams

Answer: B

NEW QUESTION # 19
An internal service provider of a large retail organization is working on a major update of the self- checkout terminals used in the supermarkets. The update includes new hardware, software, and integration with a new card payment system. How should the service provider ensure that the update is sufficiently tested?

A. Delegate to the vendor testing of the terminals and the card payment system
B. Include user experience and perception in the scope of testing and involve multiple teams
C. Limit testing to the pre-agreed technical criteria and use a dedicated team of testers
D. Focus testing solely on user experience and delegate it to operational teams

Answer: B

NEW QUESTION # 20
Which concept is commonly applied to help organizations process and interpret unstructured text, with the aim to produce summaries or translations?

A. Artificial intelligence
B. ITSM software
C. Advanced analytics
D. Information models

Answer: A

NEW QUESTION # 21
A healthcare organization is implementing data analytics to analyze patient dat

A. To highlight bottlenecks in the organization's workflows when collecting patient data
B. To prioritize and resolve requests for patient data
C. To improve decision-making based on patient data analysis
D. To understand the relationships between patient data and the healthcare's business services
E. Why is data analytics important in this context?

Answer: B

NEW QUESTION # 22
At xyz organisation, five specialized departments Incident Management, Change Enablement, Release Management, Service Desk and Problem Management work with separate tools, processes and KPIs. Requests often stall at each handover, visibility is fragmented, and accountability is unclear. Leadership wants to reorganize around value streams to eliminate these barriers. Which ONE organizational approach will best align with ITIL 4 recommendations and break down functional silos?

A. Minimize handover points by assigning end-to-end ownership to existing departments
B. Strengthen hierarchical governance to enforce stringent SLAs between teams
C. Form cross-functional, product-focused teams responsible for all stages of the service lifecycleright
D. Centralize specialist skills into a single center of excellence to drive deep expertise

Answer: C

Explanation:
ITIL 4 emphasizes organizing around products or services rather than functions. Cross-functional, product-focused teams bring together all necessary roles-design, build, operate and improve- within a single unit. This reduces handoffs, fosters shared goals, improves visibility and accelerates value delivery.

NEW QUESTION # 23
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