Valid Test ITIL-4-CDS Testking, ITIL-4-CDS Exam Guide Materials

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| Section | Weight | Objectives |
|---|
| Topic 1: Create and develop services | 25% | - Service design and development practices
- 1. Service components and architecture
- 2. Requirements definition and specification
- Quality assurance and validation
- 1. Testing and verification
- 2. Service level management
|
| Topic 2: Deliver and transition services | 25% | - Service delivery and operational practices
- 1. Service integration and management
- 2. Service operation and control
- Service transition and change management
- 1. Deployment and implementation
- 2. Change enablement and release management
|
| Topic 3: Plan and build service value streams | 25% | - Service value system and value streams
- 1. Designing value streams and workflows
- 2. Core concepts and principles
- Resource and capability management
- 1. Buy vs build and sourcing strategies
- 2. Planning and allocation
|
| Topic 4: Support and improve services | 25% | - Service support and incident management
- 1. Service desk and request fulfilment
- 2. Incident and problem management
- Performance measurement and improvement
- 1. Metrics and monitoring
- 2. Continual improvement practices
|
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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q30-Q35):
NEW QUESTION # 30
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 # 31
Which is an example of a divisional organizational structure?
- A. An organization which does not have a layered management structure
- B. An organization which has a different business unit for each of its products
- C. An organization which uses a grid of reporting relationships
- D. An organization which has arranged its teams in a hierarchical authority structure
Answer: B
NEW QUESTION # 32
During a service design workshop, a development team aims to tailor their solutions to the needs and circumstances of the target users. What is the BEST approach for the team to achieve this?
- A. Involve many users from every target group in all steps of the design
- B. Use the latest technology capabilities to improve the look and feel of the designed solution
- C. Interview customers about their preferences
- D. Create realistic user personas based on the gathered user data
Answer: D
NEW QUESTION # 33
Which statement about `service integration as a service' isCORRECT?
- A. Multiple vendors provide the service integration and management function
- B. The service integrator can be easily replaced by other vendors to leverage better pricing
- C. The service integrator does not deliver any services to the organization
- D. The service integrator provides services and manages other vendors
Answer: D
NEW QUESTION # 34
Within the ITIL 4 service value chain, the Design and Transition activity ensures new or changed services are fit for purpose and use before release. Which practice is primarily responsible for validating that service components meet acceptance criteria, performance requirements, and interoperability standards prior to deployment?
- A. Service Level Management
- B. Change Enablement
- C. Release Management
- D. Service Validation and Testingright
Answer: D
Explanation:
Service Validation and Testing provides the structured test strategies, detailed test plans and defined acceptance criteria required to verify that each service component from individual configuration items to complete assemblies meets functional, performance, security and compatibility requirements.
NEW QUESTION # 35
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