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| Section | Objectives |
|---|
| Topic 1: ITSM Practices in Create, Deliver and Support | - Service Level Management
- 1. SLAs and service expectations
- Incident Management
- 1. Incident lifecycle and resolution
- Problem Management
- 1. Root cause analysis and prevention
- Change Enablement
- 1. Change control and risk assessment
- Service Desk
- 1. User support and communication channels
|
| Topic 2: Value Streams and Service Delivery | - Value stream mapping
- 1. Incident-to-resolution value streams
- 2. Design-to-transition value streams
- Workflow optimization
- 1. Lean principles in service delivery
- 2. Eliminating waste in processes
|
| Topic 3: Team Collaboration and Shift-Left Approach | - Shift-left principles
- 1. Early resolution of incidents
- 2. Knowledge management empowerment
- Collaborative practices
- 1. Agile and DevOps integration
- 2. Cross-functional teamwork
|
| Topic 4: Service Performance and Measurement | - Continual improvement
- 1. Feedback loops and reporting
- 2. Improvement models and practices
- Metrics and KPIs
- 1. Performance indicators alignment
- 2. Service level metrics
|
| Topic 5: Organizational Structure and Service Value System | - Service value chain integration
- 1. Plan, improve, engage activities
- 2. Design and transition considerations
- ITIL Service Value System (SVS)
- 1. Guiding principles application
- 2. Governance and value co-creation concepts
|
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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q61-Q66):
NEW QUESTION # 61
A sales enablement service is being modified to improve the data that is presented to sales staff.
This will be delivered as a series of incremental improvements.
Which are the TWO BEST ways to measure these changes?
1. Measure individual changes by the output that they create
2. Measure the overall success of multiple changes by the output that
is created
3. Measure individual changes by the outcome that they create
4. Measure the overall success of multiple changes by the outcome that
is created
- A. 1 and 2
- B. 1 and 4
- C. 2 and 3
- D. 3 and 4
Answer: D
NEW QUESTION # 62
Which statement about collaboration is CORRECT?
- A. Collaboration should be used instead of swarming or
- B. Collaboration can be enforced by aligning metrics between teams
- C. Collaboration is most useful for standardized work
- D. Collaboration focuses on the organization's goals
Answer: D
NEW QUESTION # 63
Which statement about `service integration as a service' isCORRECT?
- A. The service integrator can be easily replaced by other vendors to leverage better pricing
- B. The service integrator provides services and manages other vendors
- C. The service integrator does not deliver any services to the organization
- D. Multiple vendors provide the service integration and management function
Answer: B
NEW QUESTION # 64
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. Focus testing solely on user experience and delegate it to operational teams
- B. Include user experience and perception in the scope of testing and involve multiple teams
- C. Limit testing to the pre-agreed technical criteria and use a dedicated team of testers
- D. Delegate to the vendor testing of the terminals and the card payment system
Answer: B
NEW QUESTION # 65
A large organization is planning to integrate multiple systems into its existing IT infrastructure.
What approach should the organization consider to achieve effective integration?
- A. Using incremental delivery for the integration of multiple components
- B. Adopting a 'big bang' approach for all integrations simultaneously
- C. Implementing point-to-point integration for each system
- D. Choosing direct integration with no predetermined order for deployment
Answer: A
NEW QUESTION # 66
......
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