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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionObjectives
Topic 1: Value Streams and Service Delivery- Value stream mapping
  • 1. Incident-to-resolution value streams
    • 2. Design-to-transition value streams
      - Workflow optimization
      • 1. Lean principles in service delivery
        • 2. Eliminating waste in processes
          Topic 2: Service Performance and Measurement- Continual improvement
          • 1. Improvement models and practices
            • 2. Feedback loops and reporting
              - Metrics and KPIs
              • 1. Service level metrics
                • 2. Performance indicators alignment
                  Topic 3: 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. Guiding principles application
                        • 2. Governance and value co-creation concepts
                          Topic 4: ITSM Practices in Create, Deliver and Support- Incident Management
                          • 1. Incident lifecycle and resolution
                            - Problem Management
                            • 1. Root cause analysis and prevention
                              - Service Level Management
                              • 1. SLAs and service expectations
                                - Service Desk
                                • 1. User support and communication channels
                                  - Change Enablement
                                  • 1. Change control and risk assessment
                                    Topic 5: Team Collaboration and Shift-Left Approach- Shift-left principles
                                    • 1. Knowledge management empowerment
                                      • 2. Early resolution of incidents
                                        - Collaborative practices
                                        • 1. Cross-functional teamwork
                                          • 2. Agile and DevOps integration

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                                            Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q52-Q57):

                                            NEW QUESTION # 52
                                            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: A


                                            NEW QUESTION # 53
                                            A cross-functional team is designing a value stream to support the development of a new financial service. Some members of the team are suggesting that multiple value streams are needed. Which factor would MOST LIKELY influence the need for multiple value streams?

                                            Answer: B


                                            NEW QUESTION # 54
                                            An organization uses value streams to help them deliver consistent services, and they use
                                            `service integration and management' to manage many different suppliers. How does `service integration and management' work with the organization's value streams?

                                            Answer: A


                                            NEW QUESTION # 55
                                            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 # 56
                                            During a service design workshop, a development team come up with lots of different possible design solutions, and then analyze these to select one of them to proceed with. What `design thinking' activity is this an example of?

                                            Answer: D


                                            NEW QUESTION # 57
                                            ......

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