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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Create and develop services25%- Service design and development practices
  • 1. Service components and architecture
    • 2. Requirements definition and specification
      - Quality assurance and validation
      • 1. Testing and verification
        • 2. Service level management
          Topic 2: 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. Buy vs build and sourcing strategies
                • 2. Planning and allocation
                  Topic 3: Support and improve services25%- Service support and incident management
                  • 1. Service desk and request fulfilment
                    • 2. Incident and problem management
                      - Performance measurement and improvement
                      • 1. Metrics and monitoring
                        • 2. Continual improvement practices
                          Topic 4: 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

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                                  Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q13-Q18):

                                  NEW QUESTION # 13
                                  A service provider involves suppliers to resolve incidents related to third-party software.
                                  Resolution of such incidents typically takes longer because of the time required to contact a supplier and other delays. The service provider needs to involve the supplier every time a similar incident occurs again. The incident manager wants to reduce the costs and improve the timeliness of incident resolution. What is the BEST way for the incident manager to achieve this?

                                  Answer: A


                                  NEW QUESTION # 14
                                  An organization has departments that are structured as Sales, Business Operations, and Quality Control. Each department has its own set of responsibilities, reporting lines and authorities, and they manage their internal processes independently. What type of organizational structure is this an example of?

                                  Answer: D


                                  NEW QUESTION # 15
                                  An organization has received complaints from customers regarding incident resolution times. The organization is using value stream mapping to visualize the activities involved in restoring service following an outage. The team has designed an optimized flow that begins with the incident being generated by a monitoring tool and ends when service is restored. Leadership is concerned that this approach has failed to provide the insight needed to reduce delays. Which is the BEST action the team can take to address leadership's concern?

                                  Answer: B


                                  NEW QUESTION # 16
                                  What is the goal of the `shift-left' approach?

                                  Answer: C


                                  NEW QUESTION # 17
                                  An organization wishes to acquire a service from a supplier in a different country but with similar working hours.
                                  Which sourcing model should they use?

                                  Answer: C


                                  NEW QUESTION # 18
                                  ......

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