New ITIL-4-CDS Exam Notes & Customizable ITIL-4-CDS Exam Mode

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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionObjectives
Value Stream Design and Development- Designing service value streams
  • 1. Service design considerations
  • 2. Customer journey mapping
Create, Deliver and Support Practices- Supporting management practices
  • 1. Service desk
  • 2. Problem management
  • 3. Change enablement
  • 4. Incident management
  • 5. Knowledge management
- Service performance and quality
  • 1. Continual improvement
  • 2. Monitoring and measurement
Information and Technology- Supporting technologies
  • 1. Automation and tool integration
  • 2. Service management technologies
Introduction to Create, Deliver and Support- Core concepts of service value streams
  • 1. Value streams and workflows
  • 2. Service value system integration
Organizational Structure and Teams- Team culture and collaboration
  • 1. Workforce planning and development
  • 2. Team capabilities and competencies
Prioritization and Work Management- Work planning and prioritization
  • 1. Capacity and demand management
  • 2. Backlog management

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q58-Q63):

NEW QUESTION # 58
An international e-commerce company is planning to launch a new mobile shopping application.
During the initial design, the project team has encountered challenges in ensuring the app aligns with regional customer preferences, while maintaining a consistent user experience. The team also needs to address scalability and security concerns. What approach should the company take to improve this situation?

Answer: B


NEW QUESTION # 59
Which is an example of using a `shift-left' approach to optimize password resets?

Answer: D


NEW QUESTION # 60
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: D


NEW QUESTION # 61
A service provider is struggling to ensure timely incident resolution. The reports show that the majority of incidents that can be resolved without implementing a change are resolved on time.
However, if an incident resolution requires a change, it is almost never implemented within the agreed incident resolution time. What is the BEST approach for the service provider to improve the situation?

Answer: D


NEW QUESTION # 62
An organization prioritizes its work on a `last-in, first-out' basis.
Which work item should be actioned NEXT?

Answer: A


NEW QUESTION # 63
......

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