ハイパスレートのITIL-4-CDS PDF試験-試験の準備方法-権威のあるITIL-4-CDS専門知識訓練

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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionObjectives
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
          ITSM Practices in Create, Deliver and Support- Service Desk
          • 1. User support and communication channels
            - Service Level Management
            • 1. SLAs and service expectations
              - Problem Management
              • 1. Root cause analysis and prevention
                - Incident Management
                • 1. Incident lifecycle and resolution
                  - Change Enablement
                  • 1. Change control and risk assessment
                    Team Collaboration and Shift-Left Approach- Shift-left principles
                    • 1. Early resolution of incidents
                      • 2. Knowledge management empowerment
                        - Collaborative practices
                        • 1. Cross-functional teamwork
                          • 2. Agile and DevOps integration
                            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
                                    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

                                            >> ITIL-4-CDS PDF <<

                                            有用的ITIL-4-CDS PDF & 資格試験のリーダー & 実用的Peoplecert ITIL 4 Specialist: Create, Deliver and Support

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                                            Peoplecert ITIL 4 Specialist: Create, Deliver and Support 認定 ITIL-4-CDS 試験問題 (Q66-Q71):

                                            質問 # 66
                                            A popular social media app is part of a complex network of systems. Most changes to the service are successful, except for those made by a development team that has many failed changes.
                                            Which is the BEST approach to reduce the number of failures?

                                            正解：D


                                            質問 # 67
                                            An organization has found that a significant amount of rework is required, because tickets are escalated from the service desk team to higher tiers of support. This rework causes delays and results in recurring incidents as service desk agents rarely see how incidents are resolved. Which approach can be used to reduce this rework and its consequences?

                                            正解：A


                                            質問 # 68
                                            A service desk team acts as a single point of contact for its users. Service desk team members are the first-line support; however, if they are unable to resolve the incidents, they are escalated to second-line support. This tiered support structure has resulted in large queues of unresolved tickets. Which concept or approach would help the organization resolve this situation?

                                            正解：B


                                            質問 # 69
                                            A service provider is aiming to optimize service management activities to ensure high quality of services and eliminate waste. Each practice and team have been working on continual improvement and implemented a large number of improvements. However, improvement in overall efficiency and in service quality has been lower than expected. What is the BEST approach for the service provider to take to resolve this?

                                            正解：D


                                            質問 # 70
                                            A small food retail chain was created twenty years ago. At that time, stock management and point of sale (POS) software was developed and maintained by an internal IT team. Today the chain is using commercial software available off-the-shelf for stock management and POS. What is this situation an example of?

                                            正解：B


                                            質問 # 71
                                            ......

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