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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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                                            Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q85-Q90):

                                            NEW QUESTION # 85
                                            Which is often included in an Agile approach to software development?

                                            Answer: D


                                            NEW QUESTION # 86
                                            An organization has many team members who work independently and spend time on the work which interests them the most.
                                            Which recommendation is MOST applicable to this situation?

                                            Answer: B


                                            NEW QUESTION # 87
                                            Within the ITIL 4 service value chain, the Design and Transition activity ensures new or changed services are fit for purpose and use before release. Which practice is primarily responsible for validating that service components meet acceptance criteria, performance requirements, and interoperability standards prior to deployment?

                                            Answer: D

                                            Explanation:
                                            Service Validation and Testing provides the structured test strategies, detailed test plans and defined acceptance criteria required to verify that each service component from individual configuration items to complete assemblies meets functional, performance, security and compatibility requirements.


                                            NEW QUESTION # 88
                                            Which is a reason why an organization should create competency profiles for each role?

                                            Answer: A


                                            NEW QUESTION # 89
                                            A sales enablement service is being modified to improve the data that is presented to sales staff.
                                            This will be delivered as a series of incremental improvements.
                                            Which are the TWO BEST ways to measure these changes?
                                            1. Measure individual changes by the output that they create
                                            2. Measure the overall success of multiple changes by the output that
                                            is created
                                            3. Measure individual changes by the outcome that they create
                                            4. Measure the overall success of multiple changes by the outcome that
                                            is created

                                            Answer: D


                                            NEW QUESTION # 90
                                            ......

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