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| Section | Objectives |
|---|
| Topic 1: 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 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: Organizational Structure and Service Value System | - ITIL Service Value System (SVS)
- 1. Guiding principles application
- 2. Governance and value co-creation concepts
- Service value chain integration
- 1. Plan, improve, engage activities
- 2. Design and transition considerations
|
| Topic 4: ITSM Practices in Create, Deliver and Support | - Service Level Management
- 1. SLAs and service expectations
- Incident Management
- 1. Incident lifecycle and resolution
- Change Enablement
- 1. Change control and risk assessment
- Service Desk
- 1. User support and communication channels
- Problem Management
- 1. Root cause analysis and prevention
|
| Topic 5: Service Performance and Measurement | - Metrics and KPIs
- 1. Performance indicators alignment
- 2. Service level metrics
- 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 (Q34-Q39):
NEW QUESTION # 34
A technology firm has implemented a new ticketing system for managing customer support requests. However, the firm is facing challenges in effectively prioritizing and managing these tickets due to varying levels of urgency and complexity. Some high-priority issues are being delayed, while less critical requests are being addressed too soon, leading to customer dissatisfaction and inefficiencies in the workflow. How should the firm improve this situation?
- A. Limit ticket submissions to reduce the workload on support staff
- B. Stop recording requests during exceptionally busy times
- C. Develop a dynamic prioritization model that assesses the impact and urgency of each ticket
- D. Prioritize tickets based on the order of receipt
Answer: C
NEW QUESTION # 35
A software development company wants to improve its service delivery by implementing a value stream for a new service creation. The company aims to balance speed and quality of service delivery. How should the company structure its value stream to meet this objective?
- A. Use comprehensive complex simulations to test the workflow
- B. Enable variance of quality and cost of services
- C. Integrate feedback loops and escalation mechanisms in the workflow
- D. Define and optimize an individual value stream for each team involved in service creation
Answer: C
NEW QUESTION # 36
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. Shift-left
- B. Working with a customer-oriented mindset
- C. Workforce planning and management
- D. A continual improvement culture
Answer: D
NEW QUESTION # 37
What is the goal of the `shift-left' approach?
- A. Automating repetitive processes using robots and AI
- B. Implementing Agile practices for continuous software development
- C. Repositioning tasks to earlier stages in the process to boost workflow efficiency
- D. Integrating multiple suppliers in a value stream for effective service management
Answer: C
NEW QUESTION # 38
An enterprise delivers a new multi-region, container-based service every two weeks.
Deployments span private data centers and multiple public clouds, require database schema changes, feature-flag updates, and real-time rollback capabilities. Failures in any stage risk data loss, security gaps or customer outages. Which ONE practice should own the end-to-end orchestration, automation and governance of these deployments to ensure consistency, traceability and rapid recovery?
- A. Release Management practice
- B. Deployment Management practiceright
- C. Change Enablement practice
- D. Infrastructure and Platform Management practice
Answer: B
Explanation:
The Deployment Management practice specializes in planning, scheduling and controlling the movement of release packages into live environments. It defines standardized pipelines for containers, database migrations, feature-flag switches and rollback mechanisms. By enforcing environment-specific deployment plans, automated checks and audit trails, Deployment Management ensures every change is traceable and recoverable across all regions and cloud platforms.
NEW QUESTION # 39
......
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