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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionObjectives
Topic 1: Team Collaboration and Shift-Left Approach- Shift-left principles
  • 1. Knowledge management empowerment
    • 2. Early resolution of incidents
      - Collaborative practices
      • 1. Cross-functional teamwork
        • 2. Agile and DevOps integration
          Topic 2: 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. Governance and value co-creation concepts
                • 2. Guiding principles application
                  Topic 3: 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
                          Topic 4: ITSM Practices in Create, Deliver and Support- Change Enablement
                          • 1. Change control and risk assessment
                            - Incident Management
                            • 1. Incident lifecycle and resolution
                              - Service Level Management
                              • 1. SLAs and service expectations
                                - Problem Management
                                • 1. Root cause analysis and prevention
                                  - Service Desk
                                  • 1. User support and communication channels
                                    Topic 5: Service Performance and Measurement- Continual improvement
                                    • 1. Feedback loops and reporting
                                      • 2. Improvement models and practices
                                        - Metrics and KPIs
                                        • 1. Service level metrics
                                          • 2. Performance indicators alignment

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                                            Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q68-Q73):

                                            NEW QUESTION # 68
                                            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: D


                                            NEW QUESTION # 69
                                            An internal service provider of a charity foundation wants to ensure that all queries coming from users and customers are processed within the agreed time. Records show that the flow of incoming queries is uneven; the teams processing the queries may be overwhelmed one day and have idle capacity on another. What is the BEST way for the service provider to ensure timely processing of all queries?

                                            Answer: C


                                            NEW QUESTION # 70
                                            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: A


                                            NEW QUESTION # 71
                                            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 # 72
                                            A technology firm has implemented a new ticketing system for managing customer support requests. However, the firm is facing challenges in effectively prioritizing and managing these tickets due to varying levels of urgency and complexity. Some high-priority issues are being delayed, while less critical requests are being addressed too soon, leading to customer dissatisfaction and inefficiencies in the workflow. How should the firm improve this situation?

                                            Answer: A


                                            NEW QUESTION # 73
                                            ......

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