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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionObjectives
Service Performance and Measurement- Metrics and KPIs
  • 1. Performance indicators alignment
    • 2. Service level metrics
      - Continual improvement
      • 1. Improvement models and practices
        • 2. Feedback loops and reporting
          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
                  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. Governance and value co-creation concepts
                        • 2. Guiding principles application
                          Value Streams and Service Delivery- Value stream mapping
                          • 1. Design-to-transition value streams
                            • 2. Incident-to-resolution value streams
                              - Workflow optimization
                              • 1. Eliminating waste in processes
                                • 2. Lean principles in service delivery
                                  ITSM Practices in Create, Deliver and Support- Service Level Management
                                  • 1. SLAs and service expectations
                                    - Change Enablement
                                    • 1. Change control and risk assessment
                                      - Problem Management
                                      • 1. Root cause analysis and prevention
                                        - Service Desk
                                        • 1. User support and communication channels
                                          - Incident Management
                                          • 1. Incident lifecycle and resolution

                                            Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:

                                            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?

                                            • A. Nearshoring
                                            • B. Offshoring
                                            • C. Insourcing
                                            • D. Onshoring
                                            Reveal Solution  Discussion  0

                                            Correct Answer: A  🗳️

                                            Which is an example of a divisional organizational structure?

                                            • A. An organization which has a different business unit for each of its products
                                            • B. An organization which uses a grid of reporting relationships
                                            • C. An organization which does not have a layered management structure
                                            • D. An organization which has arranged its teams in a hierarchical authority structure
                                            Reveal Solution  Discussion  0

                                            Correct Answer: A  🗳️

                                            An internal service provider of a large retail organization is working on a major update of the self- checkout terminals used in the supermarkets. The update includes new hardware, software, and integration with a new card payment system. How should the service provider ensure that the update is sufficiently tested?

                                            • A. Delegate to the vendor testing of the terminals and the card payment system
                                            • B. Include user experience and perception in the scope of testing and involve multiple teams
                                            • C. Focus testing solely on user experience and delegate it to operational teams
                                            • D. Limit testing to the pre-agreed technical criteria and use a dedicated team of testers
                                            Reveal Solution  Discussion  0

                                            Correct Answer: B  🗳️

                                            Which TWO ITIL 4 guiding principles should be applied to bridge deep-rooted cultural norms, diverse communication styles, and siloed mindsets within a distributed service value stream team? (Select TWO)

                                            • A. Start where you are
                                            • B. Keep it simple and practical
                                            • C. Think and work holisticallyright
                                            • D. Focus on value
                                            • E. Collaborate and promote visibilityright
                                            Reveal Solution  Discussion  0

                                            Correct Answer: C,E  🗳️

                                            Explanation: Only visible for NewPassLeader members. You can sign-up / login (it's free).

                                            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?

                                            • A. Nearshoring
                                            • B. Offshoring
                                            • C. Insourcing
                                            • D. Onshoring
                                            Reveal Solution  Discussion  0

                                            Correct Answer: A  🗳️

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