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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionObjectives
Topic 1: Service Performance and Measurement- Metrics and KPIs
  • 1. Performance indicators alignment
    • 2. Service level metrics
      - Continual improvement
      • 1. Improvement models and practices
        • 2. Feedback loops and reporting
          Topic 2: Team Collaboration and Shift-Left Approach- Collaborative practices
          • 1. Cross-functional teamwork
            • 2. Agile and DevOps integration
              - Shift-left principles
              • 1. Knowledge management empowerment
                • 2. Early resolution of incidents
                  Topic 3: ITSM Practices in Create, Deliver and Support- Service Level Management
                  • 1. SLAs and service expectations
                    - Problem Management
                    • 1. Root cause analysis and prevention
                      - Service Desk
                      • 1. User support and communication channels
                        - Incident Management
                        • 1. Incident lifecycle and resolution
                          - Change Enablement
                          • 1. Change control and risk assessment
                            Topic 4: Organizational Structure and Service Value System- Service value chain integration
                            • 1. Design and transition considerations
                              • 2. Plan, improve, engage activities
                                - ITIL Service Value System (SVS)
                                • 1. Governance and value co-creation concepts
                                  • 2. Guiding principles application
                                    Topic 5: 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

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

                                            NEW QUESTION # 31
                                            A service provider is struggling to meet the incident resolution objectives for some incidents.
                                            Reports generated by the service management tools show that the resolution time is often longer than agreed in three types of situation: incident resolution requires a change to be implemented, incident resolution involves the internal software development team, incident resolution involves an external supplier. What should the service provider do to improve the situation?

                                            Answer: C


                                            NEW QUESTION # 32
                                            A sales enablement service is being modified to improve the data that is presented to sales staff.
                                            This will be delivered as a series of incremental improvements.
                                            Which are the TWO BEST ways to measure these changes?
                                            1. Measure individual changes by the output that they create
                                            2. Measure the overall success of multiple changes by the output that
                                            is created
                                            3. Measure individual changes by the outcome that they create
                                            4. Measure the overall success of multiple changes by the outcome that
                                            is created

                                            Answer: A


                                            NEW QUESTION # 33
                                            A service provider is struggling to ensure timely incident resolution. The reports show that the majority of incidents that can be resolved without implementing a change are resolved on time.
                                            However, if an incident resolution requires a change, it is almost never implemented within the agreed incident resolution time. What is the BEST approach for the service provider to improve the situation?

                                            Answer: C


                                            NEW QUESTION # 34
                                            An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.
                                            Which approach would help to resolve this situation?

                                            Answer: A


                                            NEW QUESTION # 35
                                            An enterprise delivers a new multi-region, container-based service every two weeks.
                                            Deployments span private data centers and multiple public clouds, require database schema changes, feature-flag updates, and real-time rollback capabilities. Failures in any stage risk data loss, security gaps or customer outages. Which ONE practice should own the end-to-end orchestration, automation and governance of these deployments to ensure consistency, traceability and rapid recovery?

                                            Answer: C

                                            Explanation:
                                            The Deployment Management practice specializes in planning, scheduling and controlling the movement of release packages into live environments. It defines standardized pipelines for containers, database migrations, feature-flag switches and rollback mechanisms. By enforcing environment-specific deployment plans, automated checks and audit trails, Deployment Management ensures every change is traceable and recoverable across all regions and cloud platforms.


                                            NEW QUESTION # 36
                                            ......

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