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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionObjectives
Topic 1: 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
          Topic 2: 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 3: Team Collaboration and Shift-Left Approach- Collaborative practices
                  • 1. Cross-functional teamwork
                    • 2. Agile and DevOps integration
                      - Shift-left principles
                      • 1. Knowledge management empowerment
                        • 2. Early resolution of incidents
                          Topic 4: ITSM Practices in Create, Deliver and Support- Service Desk
                          • 1. User support and communication channels
                            - Incident Management
                            • 1. Incident lifecycle and resolution
                              - Problem Management
                              • 1. Root cause analysis and prevention
                                - Change Enablement
                                • 1. Change control and risk assessment
                                  - Service Level Management
                                  • 1. SLAs and service expectations
                                    Topic 5: Service Performance and Measurement- Continual improvement
                                    • 1. Feedback loops and reporting
                                      • 2. Improvement models and practices
                                        - Metrics and KPIs
                                        • 1. Performance indicators alignment
                                          • 2. Service level metrics

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                                            Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q60-Q65):

                                            NEW QUESTION # 60
                                            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: C


                                            NEW QUESTION # 61
                                            Which concept is commonly applied to help organizations process and interpret unstructured text, with the aim to produce summaries or translations?

                                            Answer: B


                                            NEW QUESTION # 62
                                            In ITIL 4, which practice is primarily responsible for defining, assessing and developing the roles, competencies and capabilities needed for effective service value streams?

                                            Answer: D

                                            Explanation:
                                            The workforce and talent management practice is dedicated to ensuring that the right people with the right skills are in the right roles at the right time. It provides guidance on creating detailed role profiles, identifying competency requirements for each value-stream activity, assessing current skill levels, and then designing targeted learning plans, mentoring or coaching to close gaps. By integrating these activities into the service value system, organizations can continuously adapt team capabilities to evolving service needs, fostering both individual growth and collective resilience.


                                            NEW QUESTION # 63
                                            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 # 64
                                            An internal service provider of a large retail organization is working on a major update of the self- checkout terminals used in the supermarkets. The update includes new hardware, software, and integration with a new card payment system. How should the service provider ensure that the update is sufficiently tested?

                                            Answer: A


                                            NEW QUESTION # 65
                                            ......

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