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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionObjectives
ITSM Practices in Create, Deliver and Support- Change Enablement
  • 1. Change control and risk assessment
    - Service Level Management
    • 1. SLAs and service expectations
      - Service Desk
      • 1. User support and communication channels
        - Problem Management
        • 1. Root cause analysis and prevention
          - Incident Management
          • 1. Incident lifecycle and resolution
            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
                    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. Design and transition considerations
                          • 2. Plan, improve, engage activities
                            Value Streams and Service Delivery- Workflow optimization
                            • 1. Eliminating waste in processes
                              • 2. Lean principles in service delivery
                                - Value stream mapping
                                • 1. Design-to-transition value streams
                                  • 2. Incident-to-resolution value streams
                                    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

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                                            Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q31-Q36):

                                            NEW QUESTION # 31
                                            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 # 32
                                            A mobile app development company has implemented a new strategy in its software development process. Instead of large, infrequent updates, it now releases smaller updates every two weeks. These updates are shaped by regular user reviews and suggestions, which the company actively seeks and incorporates into each new version. Which guiding principle is this approach MOST closely aligned with?

                                            Answer: B


                                            NEW QUESTION # 33
                                            In ITIL 4, which practice is accountable for defining the mandatory financial and contractual metadata-such as cost centers, chargeable service rates, SLA targets and contract references- that must accompany every ticket to support accurate chargeback, cost transparency and SLA reporting across the service value streams?

                                            Answer: D

                                            Explanation:
                                            The Financial Management for IT Services practice defines cost models, pricing policies and financial controls. It specifies which financial and contractual attributes (cost center codes, billable rates, SLA tiers, contract IDs) must be captured on each ticket. This ensures that downstream reporting, chargeback and budget forecasting have consistent, auditable data across all work items.


                                            NEW QUESTION # 34
                                            An organization has found that a significant amount of rework is required, because tickets are escalated from the service desk team to higher tiers of support. This rework causes delays and results in recurring incidents as service desk agents rarely see how incidents are resolved. Which approach can be used to reduce this rework and its consequences?

                                            Answer: B


                                            NEW QUESTION # 35
                                            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: C


                                            NEW QUESTION # 36
                                            ......

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