Peoplecert ITIL-4-CDS Online Exam, ITIL-4-CDS Latest Practice Materials

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

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                                            Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q83-Q88):

                                            NEW QUESTION # 83
                                            An organization is writing its test strategy in order to define the test levels and test types that are in scope for testing. In the past, the organization has experienced service disruptions after some releases of a particular application. These disruptions were happening because the application caused other applications to generate errors.
                                            Which test level should the organization focus on to address this weakness?

                                            Answer: B


                                            NEW QUESTION # 84
                                            A manager is working with a diverse team from various cultural backgrounds. What should the manager prioritize to enhance team effectiveness and manage cultural differences effectively?

                                            Answer: A


                                            NEW QUESTION # 85
                                            A sales enablement service is being modified to improve the data that is presented to sales staff.
                                            This will be delivered as a series of incremental improvements.
                                            Which are the TWO BEST ways to measure these changes?
                                            1. Measure individual changes by the output that they create
                                            2. Measure the overall success of multiple changes by the output that
                                            is created
                                            3. Measure individual changes by the outcome that they create
                                            4. Measure the overall success of multiple changes by the outcome that
                                            is created

                                            Answer: B


                                            NEW QUESTION # 86
                                            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: B


                                            NEW QUESTION # 87
                                            An organization is planning to implement a new service management toolset for effective integration of management practices. Which feature of the service management toolset will be the MOST important in achieving this?

                                            Answer: B


                                            NEW QUESTION # 88
                                            ......

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