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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionObjectives
Topic 1: Team Collaboration and Shift-Left Approach- Collaborative practices
  • 1. Agile and DevOps integration
    • 2. Cross-functional teamwork
      - Shift-left principles
      • 1. Early resolution of incidents
        • 2. Knowledge management empowerment
          Topic 2: 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 3: 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
                          Topic 4: ITSM Practices in Create, Deliver and Support- Problem Management
                          • 1. Root cause analysis and prevention
                            - Service Desk
                            • 1. User support and communication channels
                              - Incident Management
                              • 1. Incident lifecycle and resolution
                                - Service Level Management
                                • 1. SLAs and service expectations
                                  - Change Enablement
                                  • 1. Change control and risk assessment
                                    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 (Q19-Q24):

                                            NEW QUESTION # 19
                                            A managed service provider manages an organization's suppliers, provides some delivery functions to the organization, and coordinates service integration and management between the organization and its suppliers. Which model is this an example of?

                                            Answer: C


                                            NEW QUESTION # 20
                                            Which statement about collaboration is CORRECT?

                                            Answer: D


                                            NEW QUESTION # 21
                                            A service provider is aiming to optimize service management activities to ensure high quality of services and eliminate waste. Each practice and team have been working on continual improvement and implemented a large number of improvements. However, improvement in overall efficiency and in service quality has been lower than expected. What is the BEST approach for the service provider to take to resolve this?

                                            Answer: B


                                            NEW QUESTION # 22
                                            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: C


                                            NEW QUESTION # 23
                                            A large organization is planning to integrate multiple systems into its existing IT infrastructure.
                                            What approach should the organization consider to achieve effective integration?

                                            Answer: C


                                            NEW QUESTION # 24
                                            ......

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