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| Section | Objectives |
|---|
| Prioritization and Work Management | - Work planning and prioritization
- 1. Backlog management
- 2. Capacity and demand management
|
| Introduction to Create, Deliver and Support | - Core concepts of service value streams
- 1. Service value system integration
- 2. Value streams and workflows
|
| Organizational Structure and Teams | - Team culture and collaboration
- 1. Workforce planning and development
- 2. Team capabilities and competencies
|
| Information and Technology | - Supporting technologies
- 1. Automation and tool integration
- 2. Service management technologies
|
| 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. Problem management
- 2. Knowledge management
- 3. Incident management
- 4. Service desk
- 5. Change enablement
- Service performance and quality
- 1. Monitoring and measurement
- 2. Continual improvement
|
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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q69-Q74):
NEW QUESTION # 69
An internal service provider of a large retail organization is working on a major update of the self- checkout terminals used in the supermarkets. The update includes new hardware, software, and integration with a new card payment system. How should the service provider ensure that the update is sufficiently tested?
- A. Limit testing to the pre-agreed technical criteria and use a dedicated team of testers
- B. Delegate to the vendor testing of the terminals and the card payment system
- C. Include user experience and perception in the scope of testing and involve multiple teams
- D. Focus testing solely on user experience and delegate it to operational teams
Answer: C
NEW QUESTION # 70
An organization wishes to acquire a service from a supplier in a different country but with similar working hours.
Which sourcing model should they use?
- A. Onshoring
- B. Insourcing
- C. Offshoring
- D. Nearshoring
Answer: D
NEW QUESTION # 71
Which is an example of results-based measurement and reporting?
- A. Measuring and reporting the cost of providing a service to customers and users
- B. Measuring and reporting the number of supplier-related interruptions to a service
- C. Measuring and reporting customer satisfaction with closed incidents
- D. Measuring and reporting the number of hours worked by service desk staff
Answer: C
NEW QUESTION # 72
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 validation and testing
- C. Knowledge management
- D. Service desk
Answer: A
NEW QUESTION # 73
A healthcare organization is implementing data analytics to analyze patient dat
- A. To prioritize and resolve requests for patient data
- B. To highlight bottlenecks in the organization's workflows when collecting patient data
- C. To understand the relationships between patient data and the healthcare's business services
- D. To improve decision-making based on patient data analysis
- E. Why is data analytics important in this context?
Answer: A
NEW QUESTION # 74
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