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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionWeightObjectives
Support and improve services25%- Performance measurement and improvement
  • 1. Metrics and monitoring
    • 2. Continual improvement practices
      - Service support and incident management
      • 1. Incident and problem management
        • 2. Service desk and request fulfilment
          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
                  Deliver and transition services25%- Service delivery and operational practices
                  • 1. Service operation and control
                    • 2. Service integration and management
                      - Service transition and change management
                      • 1. Change enablement and release management
                        • 2. Deployment and implementation
                          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 (Q88-Q93):

                                  NEW QUESTION # 88
                                  To ensure work is balanced across value streams, ITIL 4 recommends combining demand forecasting with strategic alignment of initiatives. Which TWO of the following provide the strongest governance for forecasting, sequencing and aligning incoming work with organizational objectives? (Select TWO)

                                  Answer: A,D

                                  Explanation:
                                  Demand Management uses Patterns of Business Activity to forecast demand, categorize work types, and apply prioritization models before routing tasks into value streams. This prevents overload and aligns capacity with expected demand profiles.
                                  Portfolio Management defines strategic themes and investment epics that translate business goals into prioritized initiatives. By sequencing epics against capacity and value, it ensures that the most critical work feeds into the value streams first.


                                  NEW QUESTION # 89
                                  An organization uses value streams to help them deliver consistent services, and they use
                                  `service integration and management' to manage many different suppliers. How does `service integration and management' work with the organization's value streams?

                                  Answer: A


                                  NEW QUESTION # 90
                                  A large organization is planning to integrate multiple systems into its existing IT infrastructure.
                                  What approach should the organization consider to achieve effective integration?

                                  Answer: A


                                  NEW QUESTION # 91
                                  An organization wants to encourage its employees to suggest improvements to its practices.
                                  However, employees are reluctant to suggest improvements because their suggestions have been ignored in the past. The employees do not trust their managers to be open and transparent.
                                  Which concept should be applied to overcome this challenge?

                                  Answer: C


                                  NEW QUESTION # 92
                                  A large organization has a centralized service desk, and many different teams that help to resolve incidents and manage service requests. They also use many different suppliers to support these activities.
                                  What is the minimum number of different value streams that they need, in order to manage this work?

                                  Answer: B


                                  NEW QUESTION # 93
                                  ......

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