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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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                                  Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q40-Q45):

                                  NEW QUESTION # 40
                                  Which of the following involves consideration of the skills and availability of both internal and external resources?

                                  Answer: D


                                  NEW QUESTION # 41
                                  A software development company wants to transition from a traditional working model to one focused on innovation and adaptability. The management has recognized a need to support changes in the mindset among employees, particularly those accustomed to the traditional approach. However, the management has encountered resistance from long-standing employees who are accustomed to traditional methods. What strategy should the company adopt to effectively facilitate this cultural shift?

                                  Answer: B


                                  NEW QUESTION # 42
                                  An organization is considering how a new service will be supported when it goes live. There are many teams that will contribute to the support of the service. Which approach should the organization follow when creating a value stream to support the new service?

                                  Answer: D


                                  NEW QUESTION # 43
                                  Which is a reason why an organization should create competency profiles for each role?

                                  Answer: C


                                  NEW QUESTION # 44
                                  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: B


                                  NEW QUESTION # 45
                                  ......

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