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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionObjectives
Topic 1: 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 2: Team Collaboration and Shift-Left Approach- Collaborative practices
          • 1. Agile and DevOps integration
            • 2. Cross-functional teamwork
              - Shift-left principles
              • 1. Knowledge management empowerment
                • 2. Early resolution of incidents
                  Topic 3: Organizational Structure and Service Value System- ITIL Service Value System (SVS)
                  • 1. Governance and value co-creation concepts
                    • 2. Guiding principles application
                      - Service value chain integration
                      • 1. Plan, improve, engage activities
                        • 2. Design and transition considerations
                          Topic 4: Value Streams and Service Delivery- Workflow optimization
                          • 1. Lean principles in service delivery
                            • 2. Eliminating waste in processes
                              - Value stream mapping
                              • 1. Incident-to-resolution value streams
                                • 2. Design-to-transition value streams
                                  Topic 5: ITSM Practices in Create, Deliver and Support- Incident Management
                                  • 1. Incident lifecycle and resolution
                                    - Service Level Management
                                    • 1. SLAs and service expectations
                                      - Problem Management
                                      • 1. Root cause analysis and prevention
                                        - Change Enablement
                                        • 1. Change control and risk assessment
                                          - Service Desk
                                          • 1. User support and communication channels

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                                            Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q58-Q63):

                                            NEW QUESTION # 58
                                            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: C


                                            NEW QUESTION # 59
                                            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 # 60
                                            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 this team can take to address leadership's concern?

                                            Answer: D


                                            NEW QUESTION # 61
                                            In which circumstances should an organization buy, rather than build, software?

                                            Answer: A


                                            NEW QUESTION # 62
                                            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: B


                                            NEW QUESTION # 63
                                            ......

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