素敵-便利なITIL-4-CDS試験解説試験-試験の準備方法ITIL-4-CDS問題数

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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionObjectives
Topic 1: Service Performance and Measurement- Metrics and KPIs
  • 1. Performance indicators alignment
    • 2. Service level metrics
      - Continual improvement
      • 1. Feedback loops and reporting
        • 2. Improvement models and practices
          Topic 2: Value Streams and Service Delivery- Workflow optimization
          • 1. Eliminating waste in processes
            • 2. Lean principles in service delivery
              - Value stream mapping
              • 1. Design-to-transition value streams
                • 2. Incident-to-resolution value streams
                  Topic 3: Team Collaboration and Shift-Left Approach- Shift-left principles
                  • 1. Early resolution of incidents
                    • 2. Knowledge management empowerment
                      - Collaborative practices
                      • 1. Agile and DevOps integration
                        • 2. Cross-functional teamwork
                          Topic 4: ITSM Practices in Create, Deliver and Support- Service Desk
                          • 1. User support and communication channels
                            - Incident Management
                            • 1. Incident lifecycle and resolution
                              - Service Level Management
                              • 1. SLAs and service expectations
                                - Change Enablement
                                • 1. Change control and risk assessment
                                  - Problem Management
                                  • 1. Root cause analysis and prevention
                                    Topic 5: Organizational Structure and Service Value System- Service value chain integration
                                    • 1. Design and transition considerations
                                      • 2. Plan, improve, engage activities
                                        - ITIL Service Value System (SVS)
                                        • 1. Governance and value co-creation concepts
                                          • 2. Guiding principles application

                                            >> ITIL-4-CDS試験解説 <<

                                            真実的-信頼的なITIL-4-CDS試験解説試験-試験の準備方法ITIL-4-CDS問題数

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                                            Peoplecert ITIL 4 Specialist: Create, Deliver and Support 認定 ITIL-4-CDS 試験問題 (Q69-Q74):

                                            質問 # 69
                                            A service desk team acts as a single point of contact for its users. Service desk team members are the first-line support; however, if they are unable to resolve the incidents, they are escalated to second-line support. This tiered support structure has resulted in large queues of unresolved tickets. Which concept or approach would help the organization resolve this situation?

                                            正解：B


                                            質問 # 70
                                            How should roles and competencies be managed to adapt to rapid technological changes and market demands?

                                            正解：C


                                            質問 # 71
                                            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?

                                            正解：C


                                            質問 # 72
                                            A service has been in use for a number of years, and is not being developed or updated.
                                            Customers are not happy because they think that the applications that support the service are missing important functionality.
                                            Which practice is most likely to identify this issue and initiate improvement actions?

                                            正解：D


                                            質問 # 73
                                            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?

                                            正解：D


                                            質問 # 74
                                            ......

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