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

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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Create and develop services25%- 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 services25%- 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 streams25%- 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 services25%- 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?

                                  Answer: C


                                  NEW QUESTION # 31
                                  Which is an example of a divisional organizational 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?

                                  Answer: D


                                  NEW QUESTION # 33
                                  Which statement about `service integration as a service' isCORRECT?

                                  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?

                                  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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