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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. Change enablement and release management
        • 2. Deployment and implementation
          Topic 2: 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 3: Plan and build service value streams25%- Resource and capability management
                  • 1. Buy vs build and sourcing strategies
                    • 2. Planning and allocation
                      - Service value system and value streams
                      • 1. Core concepts and principles
                        • 2. Designing value streams and workflows
                          Topic 4: Create and develop services25%- Quality assurance and validation
                          • 1. Service level management
                            • 2. Testing and verification
                              - Service design and development practices
                              • 1. Service components and architecture
                                • 2. Requirements definition and specification

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                                  Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q30-Q35):

                                  NEW QUESTION # 30
                                  A service operations team monitors a critical service. They receive thousands of events every day and operators are trained, so they know which events require a response. Sometimes they miss an important event and this causes service level targets to be breached.
                                  What is the BEST approach to resolve this issue?

                                  Answer: C


                                  NEW QUESTION # 31
                                  A service operations team monitors a critical service. They receive thousands of events every day, and operators are trained, so they know which events require a response. Sometimes they miss an important event, and this causes service level targets to be breached. What is the BEST approach to resolve this issue?

                                  Answer: B


                                  NEW QUESTION # 32
                                  A service provider is redesigning its service management system using value stream management and mapping. The service management team is reviewing the role of practices in various value streams. There is an argument about the role of deployment management as software development and service management teams see its role differently. What is the BEST approach to define the role of deployment management practice in value streams?

                                  Answer: C


                                  NEW QUESTION # 33
                                  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: B


                                  NEW QUESTION # 34
                                  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: C


                                  NEW QUESTION # 35
                                  ......

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