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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: 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
          Topic 2: Support and improve services25%- Performance measurement and improvement
          • 1. Continual improvement practices
            • 2. Metrics and monitoring
              - Service support and incident management
              • 1. Incident and problem management
                • 2. Service desk and request fulfilment
                  Topic 3: Plan and build service value streams25%- Resource and capability management
                  • 1. Buy vs build and sourcing strategies
                    • 2. Planning and allocation
                      - Service value system and value streams
                      • 1. Designing value streams and workflows
                        • 2. Core concepts and principles
                          Topic 4: 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

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                                  Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q36-Q41):

                                  NEW QUESTION # 36
                                  An organization is in the process of restoring the online payment app service, and its IT teams have reached a stage where creative problem-solving is needed. What does this situation describe?

                                  Answer: C


                                  NEW QUESTION # 37
                                  Which concept focuses on understanding the different levels within systems and ensuring that multiple systems are aligned and unified when designing services?

                                  Answer: A


                                  NEW QUESTION # 38
                                  Users have specific product-related questions and want to provide product feedback. What is the best way to enable two-way communication between these users and the organization's product team?

                                  Answer: C


                                  NEW QUESTION # 39
                                  An organization has received complaints from customers regarding incident resolution times. The organization is using value stream mapping to visualize the activities involved in restoring service following an outage. The team has designed an optimized flow that begins with the incident being generated by a monitoring tool and ends when service is restored. Leadership is concerned that this approach has failed to provide the insight needed to reduce delays. Which is the BEST action the team can take to address leadership's concern?

                                  Answer: D


                                  NEW QUESTION # 40
                                  A service provider works with a diverse group of customers, including corporate, private, and partner organizations. The service provider's service desk supports users from all customer organizations. However, different users prefer different communication channels. In response to their preferences, the service provider implemented email, chat, phone, and website contact form for the users to contact the service desk. The service desk team is increasingly struggling to monitor all channels and respond timely. Some user queries are not noticed early enough, and the users are complaining. What should the service provider do to improve the situation?

                                  Answer: A


                                  NEW QUESTION # 41
                                  ......

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