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| Section | Objectives |
|---|
| Create, Deliver and Support Practices | - Service performance and quality
- 1. Monitoring and measurement
- 2. Continual improvement
- Supporting management practices
- 1. Problem management
- 2. Change enablement
- 3. Incident management
- 4. Knowledge management
- 5. Service desk
|
| Value Stream Design and Development | - Designing service value streams
- 1. Customer journey mapping
- 2. Service design considerations
|
| Information and Technology | - Supporting technologies
- 1. Service management technologies
- 2. Automation and tool 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. Backlog management
- 2. Capacity and demand management
|
| Introduction to Create, Deliver and Support | - Core concepts of service value streams
- 1. Value streams and workflows
- 2. Service value system integration
|
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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q86-Q91):
NEW QUESTION # 86
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 desk
- B. Service level management
- C. Service validation and testing
- D. Knowledge management
Answer: B
NEW QUESTION # 87
What should an organization consider when deciding to retain or outsource specific IT services?
- A. Transfer of responsibility for highly tailored services
- B. Cultural barriers and associated risks
- C. Short-term cost optimization
- D. Immediate staff reduction
Answer: B
NEW QUESTION # 88
Which is a reason why an organization should create competency profiles for each role?
- A. To ensure that technical skills are included in each profile
- B. To ensure that IT specialists have pi-shaped skill profiles
- C. To plan to fill all the mandatory ITIL roles
- D. To plan the professional development of team members
Answer: D
NEW QUESTION # 89
A software development company wants to transition from a traditional working model to one focused on innovation and adaptability. The management has recognized a need to support changes in the mindset among employees, particularly those accustomed to the traditional approach. However, the management has encountered resistance from long-standing employees who are accustomed to traditional methods. What strategy should the company adopt to effectively facilitate this cultural shift?
- A. Base performance evaluations solely on the number of innovative ideas generated
- B. Have leaders actively demonstrate and promote innovative practices
- C. Limit the cultural shift initiatives to only the newer employees
- D. Introduce rules for innovation and adaptability across all teams
Answer: B
NEW QUESTION # 90
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. Integration
- B. Unit
- C. Acceptance
- D. System
Answer: A
NEW QUESTION # 91
......
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