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| Section | Weight | Objectives |
|---|
| Topic 1: Plan and build service value streams | 25% | - Service value system and value streams
- 1. Core concepts and principles
- 2. Designing value streams and workflows
- Resource and capability management
- 1. Planning and allocation
- 2. Buy vs build and sourcing strategies
|
| Topic 2: Create and develop services | 25% | - Service design and development practices
- 1. Requirements definition and specification
- 2. Service components and architecture
- Quality assurance and validation
- 1. Service level management
- 2. Testing and verification
|
| 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. 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 (Q24-Q29):
NEW QUESTION # 24
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 the team can take to address leadership's concern?
- A. Determine where work is sitting in queues
- B. Compare the map to actual activities
- C. Automate repeatable work activities
- D. Introduce additional sources of demand
Answer: A
NEW QUESTION # 25
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. Use swarming to involve people from multiple different teams in the investigation
- B. Escalate to the performance management team, who will then escalate to a different team if needed
- C. Declare a major incident and start the major incident management procedure
- D. Follow the predefined procedure for investigating web performance incidents
Answer: D
NEW QUESTION # 26
What approach can ensure testing happens earlier in the development lifecycle?
- A. Service integration and management
- B. Managing work as tickets
- C. Robotic process automation
- D. Shift-left
Answer: D
NEW QUESTION # 27
A technology organization is undergoing a strategic expansion, targeting emerging markets. The organization's current workforce has not had experience in dealing with the innovative products which are part of the new markets. What is the BEST strategic approach that the organization should adopt to resolve this situation?
- A. Restructure the organization to create specialized departments for emerging technologies
- B. Outsource the development of new technology segments to specialized vendors
- C. Increase the total number of employees focusing on new hires with expertise in emerging technologies
- D. Invest in targeted training programmes for existing staff in relevant emerging technologies
Answer: D
NEW QUESTION # 28
A service provider is struggling to ensure timely incident resolution. The reports show that the majority of incidents that can be resolved without implementing a change are resolved on time.
However, if an incident resolution requires a change, it is almost never implemented within the agreed incident resolution time. What is the BEST approach for the service provider to improve the situation?
- A. Review the change authorization procedures
- B. Review the incident management process
- C. Review the incident resolution targets
- D. Review the incident resolution value stream
Answer: D
NEW QUESTION # 29
......
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