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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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                                  Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q87-Q92):

                                  NEW QUESTION # 87
                                  Which TWO ITIL 4 guiding principles should be applied to bridge deep-rooted cultural norms, diverse communication styles, and siloed mindsets within a distributed service value stream team? (Select TWO)

                                  Answer: C,D

                                  Explanation:
                                  "collaborate and promote visibility" breaks down cultural barriers by encouraging shared understanding, transparent workflows, and joint problem-solving sessions. This principle fosters an environment where diverse team members can see how their contributions fit into the bigger picture, reducing misinterpretation and building trust.
                                  "think and work holistically" ensures teams recognize interdependencies across technology, processes, and people. By adopting a holistic mindset, team members appreciate how cultural nuances influence each stage of the service value stream, leading to more empathetic communication and aligned decision-making.


                                  NEW QUESTION # 88
                                  An organization is considering how a new service will be supported when it goes live. There are many teams that will contribute to the support of the service. Which approach should the organization follow when creating a value stream to support the new service?

                                  Answer: A


                                  NEW QUESTION # 89
                                  A service desk team acts as a single point of contact for its users. Service desk team members are the first-line support; however, if they are unable to resolve the incidents, they are escalated to second-line support. This tiered support structure has resulted in large queues of unresolved tickets. Which concept or approach would help the organization resolve this situation?

                                  Answer: A


                                  NEW QUESTION # 90
                                  A service desk uses triage to ensure they work on the most urgent tasks first. This sometimes causes user satisfaction issues, because low priority requests can wart a long time before anyone starts to work on them.
                                  What is the BEST way to manage this issue?

                                  Answer: A


                                  NEW QUESTION # 91
                                  A popular social media app is part of a complex network of systems. Most changes to the service are successful, except for those made by a development team that has many failed changes.
                                  Which is the BEST approach to reduce the number of failures?

                                  Answer: C


                                  NEW QUESTION # 92
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