ITIL-4-CDS Exam Preview Exam Pass at Your First Attempt | ITIL-4-CDS: ITIL 4 Specialist: Create, Deliver and Support

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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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                                            Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q24-Q29):

                                            NEW QUESTION # 24
                                            A service provider is aiming to optimize service management activities to ensure high quality of services and eliminate waste. Each practice and team have been working on continual improvement and implemented a large number of improvements. However, improvement in overall efficiency and in service quality has been lower than expected. What is the BEST approach for the service provider to take to resolve this?

                                            Answer: B


                                            NEW QUESTION # 25
                                            A service desk manager is creating a job profile for a service desk team lead. The following requirements have been identified: Ability to use company processes and tools, Leadership skills, Knowledge of service desk objectives. What is the MOST important additional requirement for the job profile?

                                            Answer: B


                                            NEW QUESTION # 26
                                            An international e-commerce company is planning to launch a new mobile shopping application.
                                            During the initial design, the project team has encountered challenges in ensuring the app aligns with regional customer preferences, while maintaining a consistent user experience. The team also needs to address scalability and security concerns. What approach should the company take to improve this situation?

                                            Answer: B


                                            NEW QUESTION # 27
                                            An organization plans to launch a global, cloud-native analytics service that integrates data from multiple regions, adheres to diverse compliance mandates, and scales dynamically with usage.
                                            During the value-stream's Design and Transition phase, which practice is chiefly responsible for creating the service design package detailing service architectures, policies, metrics, and operational models and ensuring it aligns with stakeholder requirements across all four dimensions of service management?

                                            Answer: B

                                            Explanation:
                                            The Service Design practice owns the preparation of the service design package, which includes architectural blueprints, data flows, compliance requirements, organizational structures, and measurement models. It synthesizes stakeholder and customer requirements into a coherent design that addresses the four dimensions: organizations and people, information and technology, partners and suppliers, and value streams and processes. By doing so, it ensures that the new analytics service is fit for purpose, fit for use, and can be reliably transitioned into production.


                                            NEW QUESTION # 28
                                            An internal service provider of a charity foundation wants to ensure that all queries coming from users and customers are processed within the agreed time. Records show that the flow of incoming queries is uneven; the teams processing the queries may be overwhelmed one day and have idle capacity on another. What is the BEST way for the service provider to ensure timely processing of all queries?

                                            Answer: A


                                            NEW QUESTION # 29
                                            ......

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