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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

Section	Objectives
Topic 1: Organizational Structure and Service Value System	- Service value chain integration 1. Plan, improve, engage activities 2. Design and transition considerations - ITIL Service Value System (SVS) 1. Guiding principles application 2. Governance and value co-creation concepts
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: Value Streams and Service Delivery	- Value stream mapping 1. Design-to-transition value streams 2. Incident-to-resolution value streams - Workflow optimization 1. Lean principles in service delivery 2. Eliminating waste in processes
Topic 4: ITSM Practices in Create, Deliver and Support	- Problem Management 1. Root cause analysis and prevention - Incident Management 1. Incident lifecycle and resolution - Service Level Management 1. SLAs and service expectations - Change Enablement 1. Change control and risk assessment - Service Desk 1. User support and communication channels
Topic 5: Service Performance and Measurement	- Metrics and KPIs 1. Service level metrics 2. Performance indicators alignment - Continual improvement 1. Feedback loops and reporting 2. Improvement models and practices

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q74-Q79):

NEW QUESTION # 74
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?

A. Retained service integration
B. Single provider
C. Service guardian
D. Service integration as a service

Answer: D

NEW QUESTION # 75
A popular social media app is part of a complex network of systems. Most changes to the service are successful, except for those made by a development team that has many failed changes.
Which is the BEST approach to reduce the number of failures?

A. Create a change model for development changes that includes the use of safe-to-fail testing
B. Increase the size of development changes to make them easier to handle and increase success
C. Initiate development changes as emergency changes so that errors can be identified quickly
D. Create a standard change model for development changes and initiate as a service request

Answer: A

NEW QUESTION # 76
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?

A. Increase the priority of requests that have been waiting a long time and are at risk of breaching agreed service levels
B. Train users so that they know their requests might be delayed if there are many higher priority tasks in the backlog
C. Use first-in first-out prioritization instead of triage, to ensure that tasks are worked on in the order that they are requested
D. Recruit more service desk staff so that they are able to work on low priority requests even when there are many higher priority tasks

Answer: A

NEW QUESTION # 77
A user has logged an incident saying that transactions via the company website are very slow.
The service desk team does not have the skills needed to investigate this. There are many different teams that this could be escalated to, including a web server team, an application team, an infrastructure team, and a performance management team.
Which is the BEST approach for the service desk to use for escalating this incident?

A. Use swarming to involve people from multiple different teams in the investigation
B. Escalate to the performance management team, who will then escalate to a different team if needed
C. Declare a major incident and start the major incident management procedure
D. Follow the predefined procedure for investigating web performance incidents

Answer: D

NEW QUESTION # 78
A technology firm has implemented a new ticketing system for managing customer support requests. However, the firm is facing challenges in effectively prioritizing and managing these tickets due to varying levels of urgency and complexity. Some high-priority issues are being delayed, while less critical requests are being addressed too soon, leading to customer dissatisfaction and inefficiencies in the workflow. How should the firm improve this situation?

A. Limit ticket submissions to reduce the workload on support staff
B. Stop recording requests during exceptionally busy times
C. Develop a dynamic prioritization model that assesses the impact and urgency of each ticket
D. Prioritize tickets based on the order of receipt

Answer: C

NEW QUESTION # 79
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