ITIL-4-CDS Exam Questions & ITIL-4-CDS Reliable Real Exam

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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionObjectives
Topic 1: Create, Deliver and Support Practices- Service performance and quality
  • 1. Monitoring and measurement
  • 2. Continual improvement
- Supporting management practices
  • 1. Problem management
  • 2. Service desk
  • 3. Knowledge management
  • 4. Incident management
  • 5. Change enablement
Topic 2: Prioritization and Work Management- Work planning and prioritization
  • 1. Capacity and demand management
  • 2. Backlog management
Topic 3: Organizational Structure and Teams- Team culture and collaboration
  • 1. Workforce planning and development
  • 2. Team capabilities and competencies
Topic 4: Introduction to Create, Deliver and Support- Core concepts of service value streams
  • 1. Service value system integration
  • 2. Value streams and workflows
Topic 5: Information and Technology- Supporting technologies
  • 1. Automation and tool integration
  • 2. Service management technologies
Topic 6: Value Stream Design and Development- Designing service value streams
  • 1. Customer journey mapping
  • 2. Service design considerations

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q33-Q38):

NEW QUESTION # 33
An organization has experienced difficulties in providing user support at expected levels. The organization has asked one of its relationship managers and a business analyst to gather information about the types of issues which users and customers are experiencing. The organization would also like to understand the operational issues that support teams are experiencing. Which practice is most likely to provide this information?

Answer: B


NEW QUESTION # 34
A software development company wants to improve its service delivery by implementing a value stream for a new service creation. The company aims to balance speed and quality of service delivery. How should the company structure its value stream to meet this objective?

Answer: B


NEW QUESTION # 35
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 this team can take to address leadership's concern?

Answer: D


NEW QUESTION # 36
An internal service provider has made the service desk a single point of contact for all user queries, including incidents, service requests, complaints, and compliments. To ensure a fair allocation of the service desk resources, a common rule for processing all incoming queues has been agreed: "first in, first out." It has soon become apparent that some incidents reported by users spend too much time waiting to be processed and triaged by the service desk. This leads to delayed incident resolution and negative business impact. What is the BEST way to improve the situation?

Answer: B


NEW QUESTION # 37
A technology firm has implemented a new ticketing system for managing customer support requests. However, the firm is facing challenges in effectively prioritizing and managing these tickets due to varying levels of urgency and complexity. Some high-priority issues are being delayed, while less critical requests are being addressed too soon, leading to customer dissatisfaction and inefficiencies in the workflow. How should the firm improve this situation?

Answer: A


NEW QUESTION # 38
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