ITIL 4 Specialist: Create, Deliver and Support actual test pdf, ITIL-4-CDS actual test latest version

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| Section | Objectives |
|---|
| 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
|
| Service Performance and Measurement | - Continual improvement
- 1. Feedback loops and reporting
- 2. Improvement models and practices
- Metrics and KPIs
- 1. Performance indicators alignment
- 2. Service level metrics
|
| ITSM Practices in Create, Deliver and Support | - Problem Management
- 1. Root cause analysis and prevention
- Service Level Management
- 1. SLAs and service expectations
- Incident Management
- 1. Incident lifecycle and resolution
- Change Enablement
- 1. Change control and risk assessment
- Service Desk
- 1. User support and communication channels
|
| Organizational Structure and Service Value System | - Service value chain integration
- 1. Plan, improve, engage activities
- 2. Design and transition considerations
- ITIL Service Value System (SVS)
- 1. Governance and value co-creation concepts
- 2. Guiding principles application
|
| Team Collaboration and Shift-Left Approach | - Collaborative practices
- 1. Cross-functional teamwork
- 2. Agile and DevOps integration
- Shift-left principles
- 1. Early resolution of incidents
- 2. Knowledge management empowerment
|
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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q78-Q83):
NEW QUESTION # 78
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?
- A. Service level management
- B. Service desk
- C. Knowledge management
- D. Service validation and testing
Answer: A
NEW QUESTION # 79
In ITIL 4, which practice is primarily responsible for defining, assessing and developing the roles, competencies and capabilities needed for effective service value streams?
- A. Service desk practice
- B. Workforce and talent management practiceright
- C. Continual improvement practice
- D. Organizational change management practice
Answer: B
NEW QUESTION # 80
In ITIL 4, which practice is primarily responsible for defining, assessing and developing the roles, competencies and capabilities needed for effective service value streams?
- A. Service desk practice
- B. Workforce and talent management practiceright
- C. Continual improvement practice
- D. Organizational change management practice
Answer: B
Explanation:
The workforce and talent management practice is dedicated to ensuring that the right people with the right skills are in the right roles at the right time. It provides guidance on creating detailed role profiles, identifying competency requirements for each value-stream activity, assessing current skill levels, and then designing targeted learning plans, mentoring or coaching to close gaps. By integrating these activities into the service value system, organizations can continuously adapt team capabilities to evolving service needs, fostering both individual growth and collective resilience.
NEW QUESTION # 81
A cross-functional team is designing a value stream to support the development of a new financial service. Some members of the team are suggesting that multiple value streams are needed. Which factor would MOST LIKELY influence the need for multiple value streams?
- A. The number of suppliers that will be used to source service components
- B. Whether the service is being created for internal or external customers
- C. The number of practices required to support the service
- D. The methods used to manage the development work
Answer: D
NEW QUESTION # 82
Sunrise Bank reorganized its customer support function into cross-functional, end-to-end value- stream teams that include service desk analysts, incident responders, problem managers, and change coordinators. After three months, teams still dispute task priorities, handoff delays persist, and customer satisfaction scores vary widely. According to ITIL 4 principles and the four dimensions of service management, which ONE action should leadership prioritize to establish clear accountability, align objectives, and improve collaboration?
- A. Implement strict, role-based SLAs for every handoff between functional specialties, with automated escalation on breach
- B. Institute weekly facilitated stand-up meetings for each value-stream team to review progress and reassign tasks
- C. Rotate members through each functional specialty on a one-month cycle to broaden individual skill sets
- D. Collaboratively develop a team charter that defines end-to-end value-chain responsibilities, shared outcome-focused KPIs, and decision-making guidelinesright
Answer: D
Explanation:
A jointly created team charter aligns all members on shared objectives, clarifies end-to-end ownership, embeds collective KPIs, and supports ITIL 4's guiding principles of collaborate and promote visibility.
NEW QUESTION # 83
......
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