ITIL-4-CDS試験の準備方法｜権威のあるITIL-4-CDS試験時間試験｜認定するITIL 4 Specialist: Create, Deliver and Support認定デベロッパー

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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

>> ITIL-4-CDS試験時間 <<

ITIL-4-CDS試験の準備方法｜効率的なITIL-4-CDS試験時間試験｜実用的なITIL 4 Specialist: Create, Deliver and Support認定デベロッパー

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support 認定 ITIL-4-CDS 試験問題 (Q58-Q63):

質問 # 58
In many organizations, teams optimize internal metrics, like mean time to resolution or incident backlog size that don't reflect how customers experience or consume services. This misalignment drives improvements customers find irrelevant and can even erode trust. Which ONE approach will best embed a customer-orientated mindset across the service value stream?

正解：A

解説：
Co-creating customer personas and journey maps forces teams to step into the customer's shoes, understand desired business outcomes, pain points and moments of truth. With this insight, every practice-from design through continual improvement-can be measured and improved against what customers truly value, driving shared accountability and reducing wasted effort on internally focused metrics.


質問 # 59
A technology organization is undergoing a strategic expansion, targeting emerging markets. The organization's current workforce has not had experience in dealing with the innovative products which are part of the new markets. What is the BEST strategic approach that the organization should adopt to resolve this situation?

正解：C


質問 # 60
Which concept focuses on understanding the different levels within systems and ensuring that multiple systems are aligned and unified when designing services?

正解：B


質問 # 61
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?

正解：B


質問 # 62
In ITIL 4, which practice is primarily responsible for defining, assessing and developing the roles, competencies and capabilities needed for effective service value streams?

正解：C

解説：
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.


質問 # 63
......

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