First-hand Peoplecert ITIL-4-CDS Exam Collection - Popular ITIL 4 Specialist: Create, Deliver and Support Exams

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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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

NEW QUESTION # 24
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: A


NEW QUESTION # 25
A service desk uses triage to ensure they work on the most urgent tasks first. This sometimes causes user satisfaction issues, because low priority requests can wart a long time before anyone starts to work on them.
What is the BEST way to manage this issue?

Answer: C


NEW QUESTION # 26
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: B


NEW QUESTION # 27
A service provider involves suppliers to resolve incidents related to third-party software.
Resolution of such incidents typically takes longer because of the time required to contact a supplier and other delays. The service provider needs to involve the supplier every time a similar incident occurs again. The incident manager wants to reduce the costs and improve the timeliness of incident resolution. What is the BEST way for the incident manager to achieve this?

Answer: B


NEW QUESTION # 28
A service provider is struggling to ensure timely incident resolution. The reports show that the majority of incidents that can be resolved without implementing a change are resolved on time.
However, if an incident resolution requires a change, it is almost never implemented within the agreed incident resolution time. What is the BEST approach for the service provider to improve the situation?

Answer: B


NEW QUESTION # 29
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