ITIL-4-CDS Relevant Answers | ITIL-4-CDS Technical Training

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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionObjectives
ITSM Practices in Create, Deliver and Support- Service Level Management
  • 1. SLAs and service expectations
    - Problem Management
    • 1. Root cause analysis and prevention
      - Service Desk
      • 1. User support and communication channels
        - Incident Management
        • 1. Incident lifecycle and resolution
          - Change Enablement
          • 1. Change control and risk assessment
            Team Collaboration and Shift-Left Approach- Shift-left principles
            • 1. Early resolution of incidents
              • 2. Knowledge management empowerment
                - Collaborative practices
                • 1. Cross-functional teamwork
                  • 2. Agile and DevOps integration
                    Value Streams and Service Delivery- Value stream mapping
                    • 1. Design-to-transition value streams
                      • 2. Incident-to-resolution value streams
                        - Workflow optimization
                        • 1. Lean principles in service delivery
                          • 2. Eliminating waste in processes
                            Service Performance and Measurement- Continual improvement
                            • 1. Improvement models and practices
                              • 2. Feedback loops and reporting
                                - Metrics and KPIs
                                • 1. Service level metrics
                                  • 2. Performance indicators alignment
                                    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

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                                            Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q27-Q32):

                                            NEW QUESTION # 27
                                            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?

                                            Answer: A


                                            NEW QUESTION # 28
                                            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?

                                            Answer: A


                                            NEW QUESTION # 29
                                            A small food retail chain was created twenty years ago. At that time, stock management and point of sale (POS) software was developed and maintained by an internal IT team. Today the chain is using commercial software available off-the-shelf for stock management and POS. What is this situation an example of?

                                            Answer: D


                                            NEW QUESTION # 30
                                            A popular social media app is part of a complex network of systems. Most changes to the service are successful, except for those made by a development team that has many failed changes.
                                            Which is the BEST approach to reduce the number of failures?

                                            Answer: D


                                            NEW QUESTION # 31
                                            What is the goal of the `shift-left' approach?

                                            Answer: A


                                            NEW QUESTION # 32
                                            ......

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