ITIL-4-CDS Valid Exam Questions - ITIL-4-CDS Latest Exam Guide

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| Section | Weight | Objectives |
|---|
| Plan and build service value streams | 25% | - Resource and capability management
- 1. Planning and allocation
- 2. Buy vs build and sourcing strategies
- Service value system and value streams
- 1. Core concepts and principles
- 2. Designing value streams and workflows
|
| Create and develop services | 25% | - Quality assurance and validation
- 1. Testing and verification
- 2. Service level management
- Service design and development practices
- 1. Requirements definition and specification
- 2. Service components and architecture
|
| Support and improve services | 25% | - Performance measurement and improvement
- 1. Metrics and monitoring
- 2. Continual improvement practices
- Service support and incident management
- 1. Incident and problem management
- 2. Service desk and request fulfilment
|
| Deliver and transition services | 25% | - Service transition and change management
- 1. Deployment and implementation
- 2. Change enablement and release management
- Service delivery and operational practices
- 1. Service operation and control
- 2. Service integration and management
|
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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q58-Q63):
NEW QUESTION # 58
A user has logged an incident saying that transactions via the company website are very slow.
The service desk team does not have the skills needed to investigate this. There are many different teams that this could be escalated to, including a web server team, an application team, an infrastructure team, and a performance management team.
Which is the BEST approach for the service desk to use for escalating this incident?
- A. Follow the predefined procedure for investigating web performance incidents
- B. Use swarming to involve people from multiple different teams in the investigation
- C. Declare a major incident and start the major incident management procedure
- D. Escalate to the performance management team, who will then escalate to a different team if needed
Answer: A
NEW QUESTION # 59
An organization uses value streams to help them deliver consistent services, and they use
`service integration and management' to manage many different suppliers. How does `service integration and management' work with the organization's value streams?
- A. Service integration and management' is independent of the organization's value streams
- B. 'Service integration and management' manages multiple suppliers in a single value stream
- C. 'Service integration and management' creates a separate value stream for each supplier
- D. Service integration and management' cannot be used in an organization that uses value streams
Answer: B
NEW QUESTION # 60
A managed service provider manages an organization's suppliers, provides some delivery functions to the organization, and coordinates service integration and management between the organization and its suppliers. Which model is this an example of?
- A. Service guardian
- B. Service integration as a service
- C. Single provider
- D. Retained service integration
Answer: B
NEW QUESTION # 61
A technology firm has implemented a new ticketing system for managing customer support requests. However, the firm is facing challenges in effectively prioritizing and managing these tickets due to varying levels of urgency and complexity. Some high-priority issues are being delayed, while less critical requests are being addressed too soon, leading to customer dissatisfaction and inefficiencies in the workflow. How should the firm improve this situation?
- A. Develop a dynamic prioritization model that assesses the impact and urgency of each ticket
- B. Limit ticket submissions to reduce the workload on support staff
- C. Stop recording requests during exceptionally busy times
- D. Prioritize tickets based on the order of receipt
Answer: A
NEW QUESTION # 62
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?
- A. Limit the use of tickets to major and high-priority incidents
- B. Train agents to capture the information required by each support team
- C. Use swarming to improve collaboration and validate information
- D. Validate the data, when tickets are being created by service desk agents
Answer: C
NEW QUESTION # 63
......
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