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| Section | Objectives |
|---|
| Create, Deliver and Support Practices | - Supporting management practices
- 1. Incident management
- 2. Knowledge management
- 3. Change enablement
- 4. Service desk
- 5. Problem 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
|
| Information and Technology | - Supporting technologies
- 1. Service management technologies
- 2. Automation and tool integration
|
| Value Stream Design and Development | - Designing service value streams
- 1. Service design considerations
- 2. Customer journey mapping
|
| Prioritization and Work Management | - Work planning and prioritization
- 1. Backlog management
- 2. Capacity and demand management
|
| Introduction to Create, Deliver and Support | - Core concepts of service value streams
- 1. Value streams and workflows
- 2. Service value system integration
|
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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q54-Q59):
NEW QUESTION # 54
When verifying that an incident has been resolved, which is an example of value as perceived by a user?
- A. A swift restoration of a point of sale system, enabling customers to be served with minimal disruption
- B. An incident resolved within the target SLA time, enabling efficient use of service desk resources
- C. An accurate and complete incident record, enabling subsequent trend analysis of incidents
- D. A better understanding of a complex networking scenario, enabling the creation of a new knowledge article
Answer: A
NEW QUESTION # 55
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?
- A. Integrate feedback loops and escalation mechanisms in the workflow
- B. Use comprehensive complex simulations to test the workflow
- C. Define and optimize an individual value stream for each team involved in service creation
- D. Enable variance of quality and cost of services
Answer: A
NEW QUESTION # 56
An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently. What should the organization do FIRST to start to improve the situation?
- A. Review skills and competencies of user support staff to ensure they have the required capability
- B. Use value stream mapping to help understand the end-to-end flow of user support
- C. Encourage teams to collaborate so they can focus on value for users
- D. Improve the integration of tools to ensure there are no gaps between processes
Answer: B
NEW QUESTION # 57
A service provider works with a diverse group of customers, including corporate, private, and partner organizations. The service provider's service desk supports users from all customer organizations. However, different users prefer different communication channels. In response to their preferences, the service provider implemented email, chat, phone, and website contact form for the users to contact the service desk. The service desk team is increasingly struggling to monitor all channels and respond timely. Some user queries are not noticed early enough, and the users are complaining. What should the service provider do to improve the situation?
- A. Allocate one most suitable channel to each customer type
- B. Close the least popular communication channels to reduce the complexity
- C. Integrate all channels to support smooth switching between them for users and support agents
- D. Assign dedicated service desk agents to monitor each channel
Answer: C
NEW QUESTION # 58
An organization is in the process of restoring the online payment app service, and its IT teams have reached a stage where creative problem-solving is needed. What does this situation describe?
- A. Algorithmic task
- B. Heuristic task
- C. Servant leadership
- D. Cooperation
Answer: B
NEW QUESTION # 59
......
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