ITIL-4-CDS Training Materials: ITIL 4 Specialist: Create, Deliver and Support & ITIL-4-CDS Cram PDF & ITIL-4-CDS Exam Guide

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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

Section	Objectives
Topic 1: ITSM Practices in Create, Deliver and Support	- Problem Management 1. Root cause analysis and prevention - Incident Management 1. Incident lifecycle and resolution - Service Level Management 1. SLAs and service expectations - Service Desk 1. User support and communication channels - Change Enablement 1. Change control and risk assessment
Topic 2: 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. Guiding principles application 2. Governance and value co-creation concepts
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: Value Streams and Service Delivery	- Value stream mapping 1. Incident-to-resolution value streams 2. Design-to-transition value streams - Workflow optimization 1. Eliminating waste in processes 2. Lean principles in service delivery
Topic 5: Service Performance and Measurement	- Continual improvement 1. Improvement models and practices 2. Feedback loops and reporting - Metrics and KPIs 1. Performance indicators alignment 2. Service level metrics

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New ITIL-4-CDS Braindumps Questions, ITIL-4-CDS Passleader Review

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q21-Q26):

NEW QUESTION # 21
An organization is writing its test strategy in order to define the test levels and test types that are in scope for testing. In the past, the organization has experienced service disruptions after some releases of a particular application. These disruptions were happening because the application caused other applications to generate errors.
Which test level should the organization focus on to address this weakness?

A. Integration
B. Acceptance
C. System
D. Unit

Answer: A

NEW QUESTION # 22
An organization is planning to implement a new service management toolset for effective integration of management practices. Which feature of the service management toolset will be the MOST important in achieving this?

A. Inventory and discovery of IT assets
B. High availability and security
C. Flexible workflow automation
D. Advanced analytics

Answer: C

NEW QUESTION # 23
A service provider is struggling to meet the incident resolution objectives for some incidents.
Reports generated by the service management tools show that the resolution time is often longer than agreed in three types of situation: incident resolution requires a change to be implemented, incident resolution involves the internal software development team, incident resolution involves an external supplier. What should the service provider do to improve the situation?

A. Review the incident resolution targets
B. Review the incident resolution value stream
C. Review the change enablement practice
D. Review the incident management practice

Answer: B

NEW QUESTION # 24
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?

A. Increase the priority of requests that have been waiting a long time and are at risk of breaching agreed service levels
B. Recruit more service desk staff so that they are able to work on low priority requests even when there are many higher priority tasks
C. Use first-in first-out prioritization instead of triage, to ensure that tasks are worked on in the order that they are requested
D. Train users so that they know their requests might be delayed if there are many higher priority tasks in the backlog

Answer: A

NEW QUESTION # 25
In which circumstances should an organization buy, rather than build, software?

A. The software is widely available and its features are standardized across most organizations
B. The organization is part of a regulated industry and has a strong focus on internal policies
C. The requirements of the organization are frequently changing because of rapid expansion
D. The consumers of the software have many and varied customization requirements

Answer: A

NEW QUESTION # 26
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