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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionWeightObjectives
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
          Deliver and transition services25%- Service transition and change management
          • 1. Change enablement and release management
            • 2. Deployment and implementation
              - Service delivery and operational practices
              • 1. Service integration and management
                • 2. Service operation and control
                  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
                          Create and develop services25%- Service design and development practices
                          • 1. Requirements definition and specification
                            • 2. Service components and architecture
                              - Quality assurance and validation
                              • 1. Testing and verification
                                • 2. Service level management

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                                  Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q55-Q60):

                                  NEW QUESTION # 55
                                  A sales enablement service is being modified to improve the data that is presented to sales staff.
                                  This will be delivered as a series of incremental improvements.
                                  Which are the TWO BEST ways to measure these changes?
                                  1. Measure individual changes by the output that they create
                                  2. Measure the overall success of multiple changes by the output that
                                  is created
                                  3. Measure individual changes by the outcome that they create
                                  4. Measure the overall success of multiple changes by the outcome that
                                  is created

                                  Answer: D


                                  NEW QUESTION # 56
                                  A global retailer is shifting its monolithic order-management system to a containerized, microservices-based architecture. Development teams each use different code repositories, branching strategies, build tools and container registries. As a result, integration is laborious, security scans are inconsistent, and production deployments frequently break. Which ONE practice should lead the standardization of coding policies, repository management, CI/CD pipelines and artifact versioning to streamline end-to-end software delivery?

                                  Answer: B

                                  Explanation:
                                  Release Management practice is responsible for defining and governing how software is built, packaged, and deployed across environments. By establishing standardized CI/CD pipelines, enforcing repository structures, and managing artifact versioning policies, it ensures consistency, repeatability, and traceability from development through production. This central oversight accelerates integration, embeds security and quality gates, and reduces deployment failures.Option B is incorrect because Service Validation and Testing focuses on designing and executing tests; it relies on established pipelines but does not own their standardization or governance.


                                  NEW QUESTION # 57
                                  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: D


                                  NEW QUESTION # 58
                                  An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently. What should the organization do FIRST to start to improve the situation?

                                  Answer: A


                                  NEW QUESTION # 59
                                  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: B


                                  NEW QUESTION # 60
                                  ......

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