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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q69-Q74):

NEW QUESTION # 69
An organization has experienced difficulties in providing user support at expected levels. The organization has asked one of its relationship managers and a business analyst to gather information about the types of issues which users and customers are experiencing. The organization would also like to understand the operational issues that support teams are experiencing. Which practice is most likely to provide this information?

A. Monitoring and event management
B. Service desk
C. Problem management
D. Release management

Answer: B

NEW QUESTION # 70
What approach can ensure testing happens earlier in the development lifecycle?

A. Robotic process automation
B. Service integration and management
C. Shift-left
D. Managing work as tickets

Answer: C

NEW QUESTION # 71
In which circumstances should an organization buy, rather than build, software?

A. The software is widely available and its features are standardized across most organizations
B. The consumers of the software have many and varied customization requirements
C. The organization is part of a regulated industry and has a strong focus on internal policies
D. The requirements of the organization are frequently changing because of rapid expansion

Answer: A

NEW QUESTION # 72
An organization has received complaints from customers regarding incident resolution times. The organization is using value stream mapping to visualize the activities involved in restoring service following an outage. The team has designed an optimized flow that begins with the incident being generated by a monitoring tool and ends when service is restored. Leadership is concerned that this approach has failed to provide the insight needed to reduce delays. Which is the BEST action the team can take to address leadership's concern?

A. Determine where work is sitting in queues
B. Compare the map to actual activities
C. Introduce additional sources of demand
D. Automate repeatable work activities

Answer: A

NEW QUESTION # 73
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?

A. Outsourcing
B. Results-based measurement
C. Swarming
D. Advanced analytics

Answer: C

NEW QUESTION # 74
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