ITIL 4 Specialist: Create, Deliver and Support latest study material & ITIL-4-CDS valid vce exam & ITIL 4 Specialist: Create, Deliver and Support pdf vce demo

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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

Section	Objectives
Organizational Structure and Service Value System	- ITIL Service Value System (SVS) 1. Governance and value co-creation concepts 2. Guiding principles application - Service value chain integration 1. Design and transition considerations 2. Plan, improve, engage activities
ITSM Practices in Create, Deliver and Support	- Change Enablement 1. Change control and risk assessment - Service Desk 1. User support and communication channels - Service Level Management 1. SLAs and service expectations - Incident Management 1. Incident lifecycle and resolution - Problem Management 1. Root cause analysis and prevention
Team Collaboration and Shift-Left Approach	- Collaborative practices 1. Cross-functional teamwork 2. Agile and DevOps integration - Shift-left principles 1. Knowledge management empowerment 2. Early resolution of incidents
Value Streams and Service Delivery	- Workflow optimization 1. Lean principles in service delivery 2. Eliminating waste in processes - Value stream mapping 1. Incident-to-resolution value streams 2. Design-to-transition value streams
Service Performance and Measurement	- Metrics and KPIs 1. Service level metrics 2. Performance indicators alignment - Continual improvement 1. Feedback loops and reporting 2. Improvement models and practices

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q50-Q55):

NEW QUESTION # 50
Which is an example of results-based measurement and reporting?

A. Measuring and reporting the number of hours worked by service desk staff
B. Measuring and reporting the number of supplier-related interruptions to a service
C. Measuring and reporting the cost of providing a service to customers and users
D. Measuring and reporting customer satisfaction with closed incidents

Answer: D

NEW QUESTION # 51
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. Implement separate service desks for incident and service requests
B. Prioritize incoming queries based on their type and associated urgency
C. Increase the number of service desk agents to process the incoming queries faster
D. Recommend users to submit queries well in advance to ensure timely processing

Answer: B

NEW QUESTION # 52
Which statement about `service integration as a service' isCORRECT?

A. The service integrator does not deliver any services to the organization
B. The service integrator can be easily replaced by other vendors to leverage better pricing
C. Multiple vendors provide the service integration and management function
D. The service integrator provides services and manages other vendors

Answer: D

NEW QUESTION # 53
What should an organization consider when deciding to retain or outsource specific IT services?

A. Short-term cost optimization
B. Transfer of responsibility for highly tailored services
C. Cultural barriers and associated risks
D. Immediate staff reduction

Answer: C

NEW QUESTION # 54
A mobile app development company has implemented a new strategy in its software development process. Instead of large, infrequent updates, it now releases smaller updates every two weeks. These updates are shaped by regular user reviews and suggestions, which the company actively seeks and incorporates into each new version. Which guiding principle is this approach MOST closely aligned with?

A. Think and work holistically
B. Progress iteratively with feedback
C. Optimize and automate
D. Focus on value

Answer: B

NEW QUESTION # 55
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