ITIL-4-CDS Practice Exams, Latest Edition Test Engine

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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionObjectives
Prioritization and Work Management- Work planning and prioritization
  • 1. Backlog management
  • 2. Capacity and demand management
Create, Deliver and Support Practices- Service performance and quality
  • 1. Monitoring and measurement
  • 2. Continual improvement
- Supporting management practices
  • 1. Incident management
  • 2. Service desk
  • 3. Change enablement
  • 4. Knowledge management
  • 5. Problem management
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
Organizational Structure and Teams- Team culture and collaboration
  • 1. Team capabilities and competencies
  • 2. Workforce planning and development
Value Stream Design and Development- Designing service value streams
  • 1. Service design considerations
  • 2. Customer journey mapping

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

NEW QUESTION # 27
What should an organization consider when deciding to retain or outsource specific IT services?

Answer: A


NEW QUESTION # 28
An organization has departments that are structured as Sales, Business Operations, and Quality Control. Each department has its own set of responsibilities, reporting lines and authorities, and they manage their internal processes independently. What type of organizational structure is this an example of?

Answer: D


NEW QUESTION # 29
Sunrise Bank reorganized its customer support function into cross-functional, end-to-end value- stream teams that include service desk analysts, incident responders, problem managers, and change coordinators. After three months, teams still dispute task priorities, handoff delays persist, and customer satisfaction scores vary widely. According to ITIL 4 principles and the four dimensions of service management, which ONE action should leadership prioritize to establish clear accountability, align objectives, and improve collaboration?

Answer: D

Explanation:
A jointly created team charter aligns all members on shared objectives, clarifies end-to-end ownership, embeds collective KPIs, and supports ITIL 4's guiding principles of collaborate and promote visibility.


NEW QUESTION # 30
Which statement about `service integration as a service' isCORRECT?

Answer: A


NEW QUESTION # 31
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?

Answer: A


NEW QUESTION # 32
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