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| Section | Objectives |
|---|---|
| Information and Technology | - Supporting technologies
|
| Prioritization and Work Management | - Work planning and prioritization
|
| Introduction to Create, Deliver and Support | - Core concepts of service value streams
|
| Organizational Structure and Teams | - Team culture and collaboration
|
| Create, Deliver and Support Practices | - Supporting management practices
|
| Value Stream Design and Development | - Designing service value streams
|
>> Peoplecert ITIL-4-CDS Exam Actual Questions <<
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NEW QUESTION # 37
A service operations team monitors a critical service. They receive thousands of events every day, and operators are trained, so they know which events require a response. Sometimes they miss an important event, and this causes service level targets to be breached. What is the BEST approach to resolve this issue?
Answer: D
NEW QUESTION # 38
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?
Answer: D
NEW QUESTION # 39
Which approach may help to improve incident resolution times by moving support activities from specialist teams to frontline teams or users?
Answer: C
NEW QUESTION # 40
A service provider is struggling to meet the incident resolution objectives for some incidents.
Reports generated by the service management tools show that the resolution time is often longer than agreed in three types of situation: incident resolution requires a change to be implemented, incident resolution involves the internal software development team, incident resolution involves an external supplier. What should the service provider do to improve the situation?
Answer: C
NEW QUESTION # 41
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?
Answer: C
NEW QUESTION # 42
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