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| Section | Weight | Objectives |
|---|
| Topic 1: Create and develop services | 25% | - Service design and development practices
- 1. Service components and architecture
- 2. Requirements definition and specification
- Quality assurance and validation
- 1. Testing and verification
- 2. Service level management
|
| Topic 2: 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. Designing value streams and workflows
- 2. Core concepts and principles
|
| Topic 3: 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
|
| Topic 4: Deliver and transition services | 25% | - Service transition and change management
- 1. Change enablement and release management
- 2. Deployment and implementation
- 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 (Q53-Q58):
NEW QUESTION # 53
An organization is writing its test strategy in order to define the test levels and test types that are in scope for testing. In the past, the organization has experienced service disruptions after some releases of a particular application. These disruptions were happening because the application caused other applications to generate errors.
Which test level should the organization focus on to address this weakness?
- A. System
- B. Integration
- C. Unit
- D. Acceptance
Answer: B
NEW QUESTION # 54
During a service design workshop, a development team aims to tailor their solutions to the needs and circumstances of the target users. What is the BEST approach for the team to achieve this?
- A. Use the latest technology capabilities to improve the look and feel of the designed solution
- B. Create realistic user personas based on the gathered user data
- C. Involve many users from every target group in all steps of the design
- D. Interview customers about their preferences
Answer: B
NEW QUESTION # 55
Which is an example of a divisional organizational structure?
- A. An organization which does not have a layered management structure
- B. An organization which has a different business unit for each of its products
- C. An organization which uses a grid of reporting relationships
- D. An organization which has arranged its teams in a hierarchical authority structure
Answer: B
NEW QUESTION # 56
An internal service provider has made the service desk a single point of contact for all user queries, including incidents, service requests, complaints, and compliments. To ensure a fair allocation of the service desk resources, a common rule for processing all incoming queues has been agreed: "first in, first out." It has soon become apparent that some incidents reported by users spend too much time waiting to be processed and triaged by the service desk. This leads to delayed incident resolution and negative business impact. What is the BEST way to improve the situation?
- A. Increase the number of service desk agents to process the incoming queries faster
- B. Recommend users to submit queries well in advance to ensure timely processing
- C. Prioritize incoming queries based on their type and associated urgency
- D. Implement separate service desks for incident and service requests
Answer: C
NEW QUESTION # 57
An organization has received complaints from customers regarding incident resolution times. The organization is using value stream mapping to visualize the activities involved in restoring service following an outage. The team has designed an optimized flow that begins with the incident being generated by a monitoring tool, and ends when service is restored. Leadership is concerned that this approach has failed to provide the insight needed to reduce delays. Which is the BEST action this team can take to address leadership's concern?
- A. Compare the map to actual activities
- B. Introduce additional sources of demand
- C. Determine where work is sitting in queues
- D. Automate repeatable work activities
Answer: A
NEW QUESTION # 58
......
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