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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. Change enablement and release management
            • 2. Deployment and implementation
              - Service delivery and operational practices
              • 1. Service integration and management
                • 2. Service operation and control
                  Topic 3: Create and develop services25%- Quality assurance and validation
                  • 1. Testing and verification
                    • 2. Service level management
                      - Service design and development practices
                      • 1. Requirements definition and specification
                        • 2. Service components and architecture
                          Topic 4: Plan and build service value streams25%- Service value system and value streams
                          • 1. Designing value streams and workflows
                            • 2. Core concepts and principles
                              - Resource and capability management
                              • 1. Planning and allocation
                                • 2. Buy vs build and sourcing strategies

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                                  Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q61-Q66):

                                  NEW QUESTION # 61
                                  A software development company wants to improve its service delivery by implementing a value stream for a new service creation. The company aims to balance speed and quality of service delivery. How should the company structure its value stream to meet this objective?

                                  Answer: A


                                  NEW QUESTION # 62
                                  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: C


                                  NEW QUESTION # 63
                                  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: B


                                  NEW QUESTION # 64
                                  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: C


                                  NEW QUESTION # 65
                                  How should roles and competencies be managed to adapt to rapid technological changes and market demands?

                                  Answer: D


                                  NEW QUESTION # 66
                                  ......

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