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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. Continual improvement practices
        • 2. Metrics and monitoring
          Create and develop services25%- Service design and development practices
          • 1. Requirements definition and specification
            • 2. Service components and architecture
              - Quality assurance and validation
              • 1. Service level management
                • 2. Testing and verification
                  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
                          Plan and build service value streams25%- Resource and capability management
                          • 1. Planning and allocation
                            • 2. Buy vs build and sourcing strategies
                              - Service value system and value streams
                              • 1. Designing value streams and workflows
                                • 2. Core concepts and principles

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                                  Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q29-Q34):

                                  NEW QUESTION # 29
                                  During a service design workshop, a development team come up with lots of different possible design solutions, and then analyze these to select one of them to proceed with. What `design thinking' activity is this an example of?

                                  Answer: C


                                  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: A


                                  NEW QUESTION # 31
                                  An organization wishes to acquire a service from a supplier in a different country but with similar working hours.
                                  Which sourcing model should they use?

                                  Answer: D


                                  NEW QUESTION # 32
                                  Which statement about `service integration as a service' isCORRECT?

                                  Answer: A


                                  NEW QUESTION # 33
                                  An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.
                                  Which approach would help to resolve this situation?

                                  Answer: C


                                  NEW QUESTION # 34
                                  ......

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