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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionObjectives
Organizational Structure and Service Value System- ITIL Service Value System (SVS)
  • 1. Governance and value co-creation concepts
    • 2. Guiding principles application
      - Service value chain integration
      • 1. Plan, improve, engage activities
        • 2. Design and transition considerations
          ITSM Practices in Create, Deliver and Support- Service Level Management
          • 1. SLAs and service expectations
            - Problem Management
            • 1. Root cause analysis and prevention
              - Service Desk
              • 1. User support and communication channels
                - Change Enablement
                • 1. Change control and risk assessment
                  - Incident Management
                  • 1. Incident lifecycle and resolution
                    Team Collaboration and Shift-Left Approach- Collaborative practices
                    • 1. Cross-functional teamwork
                      • 2. Agile and DevOps integration
                        - Shift-left principles
                        • 1. Early resolution of incidents
                          • 2. Knowledge management empowerment
                            Value Streams and Service Delivery- Value stream mapping
                            • 1. Incident-to-resolution value streams
                              • 2. Design-to-transition value streams
                                - Workflow optimization
                                • 1. Lean principles in service delivery
                                  • 2. Eliminating waste in processes
                                    Service Performance and Measurement- Metrics and KPIs
                                    • 1. Performance indicators alignment
                                      • 2. Service level metrics
                                        - Continual improvement
                                        • 1. Feedback loops and reporting
                                          • 2. Improvement models and practices

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                                            Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q25-Q30):

                                            NEW QUESTION # 25
                                            Which concept focuses on understanding the different levels within systems and ensuring that multiple systems are aligned and unified when designing services?

                                            Answer: B


                                            NEW QUESTION # 26
                                            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 # 27
                                            A global retailer is shifting its monolithic order-management system to a containerized, microservices-based architecture. Development teams each use different code repositories, branching strategies, build tools and container registries. As a result, integration is laborious, security scans are inconsistent, and production deployments frequently break. Which ONE practice should lead the standardization of coding policies, repository management, CI/CD pipelines and artifact versioning to streamline end-to-end software delivery?

                                            Answer: A

                                            Explanation:
                                            Release Management practice is responsible for defining and governing how software is built, packaged, and deployed across environments. By establishing standardized CI/CD pipelines, enforcing repository structures, and managing artifact versioning policies, it ensures consistency, repeatability, and traceability from development through production. This central oversight accelerates integration, embeds security and quality gates, and reduces deployment failures.Option B is incorrect because Service Validation and Testing focuses on designing and executing tests; it relies on established pipelines but does not own their standardization or governance.


                                            NEW QUESTION # 28
                                            An organization is planning to implement a new service management toolset for effective integration of management practices. Which feature of the service management toolset will be the MOST important in achieving this?

                                            Answer: D


                                            NEW QUESTION # 29
                                            An organization has departments that are structured as Sales, Business Operations, and Quality Control. Each department has its own set of responsibilities, reporting lines and authorities, and they manage their internal processes independently. What type of organizational structure is this an example of?

                                            Answer: A


                                            NEW QUESTION # 30
                                            ......

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