Exam ITIL-4-CDS Details - Exam ITIL-4-CDS Cram

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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

Section	Objectives
Create, Deliver and Support Practices	- Service performance and quality 1. Continual improvement 2. Monitoring and measurement - Supporting management practices 1. Problem management 2. Change enablement 3. Knowledge management 4. Incident management 5. Service desk
Information and Technology	- Supporting technologies 1. Service management technologies 2. Automation and tool integration
Introduction to Create, Deliver and Support	- Core concepts of service value streams 1. Value streams and workflows 2. Service value system integration
Value Stream Design and Development	- Designing service value streams 1. Customer journey mapping 2. Service design considerations
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

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q14-Q19):

NEW QUESTION # 14
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. Increase the total number of employees focusing on new hires with expertise in emerging technologies
B. Restructure the organization to create specialized departments for emerging technologies
C. Invest in targeted training programmes for existing staff in relevant emerging technologies
D. Outsource the development of new technology segments to specialized vendors

Answer: C

NEW QUESTION # 15
An organization wants to encourage its employees to suggest improvements to its practices.
However, employees are reluctant to suggest improvements because their suggestions have been ignored in the past. The employees do not trust their managers to be open and transparent.
Which concept should be applied to overcome this challenge?

A. Working with a customer-oriented mindset
B. A continual improvement culture
C. Workforce planning and management
D. Shift-left

Answer: B

NEW QUESTION # 16
A service provider involves suppliers to resolve incidents related to third-party software.
Resolution of such incidents typically takes longer because of the time required to contact a supplier and other delays. The service provider needs to involve the supplier every time a similar incident occurs again. The incident manager wants to reduce the costs and improve the timeliness of incident resolution. What is the BEST way for the incident manager to achieve this?

A. Ensure that solutions provided by the supplier are tested
B. Avoid transferring incidents to an external supplier as long as possible
C. Ensure that solutions provided by suppliers are captured and shared in the support team
D. Ensure that errors in the software that caused incidents are fixed

Answer: C

NEW QUESTION # 17
A managed service provider manages an organization's suppliers, provides some delivery functions to the organization, and coordinates service integration and management between the organization and its suppliers. Which model is this an example of?

A. Service integration as a service
B. Retained service integration
C. Service guardian
D. Single provider

Answer: A

NEW QUESTION # 18
An organization has many team members who work independently and spend time on the work which interests them the most.
Which recommendation is MOST applicable to this situation?

A. Incorporate the organization's vision into the team culture
B. Hold regular meetings focusing on problem solutions
C. Encourage informal teams across the organization
D. Promote a culture of learning and development

Answer: A

NEW QUESTION # 19
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