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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Support and improve services25%- Service support and incident management
  • 1. Incident and problem management
    • 2. Service desk and request fulfilment
      - Performance measurement and improvement
      • 1. Continual improvement practices
        • 2. Metrics and monitoring
          Topic 2: Deliver and transition services25%- Service transition and change management
          • 1. Deployment and implementation
            • 2. Change enablement and release management
              - Service delivery and operational practices
              • 1. Service operation and control
                • 2. Service integration and management
                  Topic 3: Plan and build service value streams25%- Resource and capability management
                  • 1. Planning and allocation
                    • 2. Buy vs build and sourcing strategies
                      - Service value system and value streams
                      • 1. Designing value streams and workflows
                        • 2. Core concepts and principles
                          Topic 4: Create and develop services25%- Service design and development practices
                          • 1. Requirements definition and specification
                            • 2. Service components and architecture
                              - Quality assurance and validation
                              • 1. Testing and verification
                                • 2. Service level management

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                                  Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q37-Q42):

                                  NEW QUESTION # 37
                                  An international e-commerce company is planning to launch a new mobile shopping application.
                                  During the initial design, the project team has encountered challenges in ensuring the app aligns with regional customer preferences, while maintaining a consistent user experience. The team also needs to address scalability and security concerns. What approach should the company take to improve this situation?

                                  Answer: B


                                  NEW QUESTION # 38
                                  Users have specific product-related questions and want to provide product feedback. What is the best way to enable two-way communication between these users and the organization's product team?

                                  Answer: C


                                  NEW QUESTION # 39
                                  A large organization has a centralized service desk, and many different teams that help to resolve incidents and manage service requests. They also use many different suppliers to support these activities.
                                  What is the minimum number of different value streams that they need, in order to manage this work?

                                  Answer: A


                                  NEW QUESTION # 40
                                  An organization wants to make some changes to individual and team objectives. The new objectives need to align to the organization's goal of anticipating the needs of its customers.
                                  Which concept is the key element of this alignment?

                                  Answer: A


                                  NEW QUESTION # 41
                                  Which concept focuses on understanding the different levels within systems and ensuring that multiple systems are aligned and unified when designing services?

                                  Answer: C


                                  NEW QUESTION # 42
                                  ......

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