ITIL-4-CDS Testfagen, ITIL-4-CDS Antworten

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Peoplecert ITIL-4-CDS Exam Syllabus Topics:
| Section | Objectives |
|---|
| Topic 1: ITSM Practices in Create, Deliver and Support | - Service Desk
- 1. User support and communication channels
- Service Level Management
- 1. SLAs and service expectations
- Incident Management
- 1. Incident lifecycle and resolution
- Change Enablement
- 1. Change control and risk assessment
- Problem Management
- 1. Root cause analysis and prevention
|
| Topic 2: Team Collaboration and Shift-Left Approach | - Shift-left principles
- 1. Knowledge management empowerment
- 2. Early resolution of incidents
- Collaborative practices
- 1. Cross-functional teamwork
- 2. Agile and DevOps integration
|
| Topic 3: 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
|
| Topic 4: Service Performance and Measurement | - Metrics and KPIs
- 1. Service level metrics
- 2. Performance indicators alignment
- Continual improvement
- 1. Feedback loops and reporting
- 2. Improvement models and practices
|
| Topic 5: 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. Plan, improve, engage activities
- 2. Design and transition considerations
|
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Peoplecert ITIL 4 Specialist: Create, Deliver and Support ITIL-4-CDS Prüfungsfragen mit Lösungen (Q23-Q28):
23. Frage
At xyz organisation, five specialized departments Incident Management, Change Enablement, Release Management, Service Desk and Problem Management work with separate tools, processes and KPIs. Requests often stall at each handover, visibility is fragmented, and accountability is unclear. Leadership wants to reorganize around value streams to eliminate these barriers. Which ONE organizational approach will best align with ITIL 4 recommendations and break down functional silos?
- A. Centralize specialist skills into a single center of excellence to drive deep expertise
- B. Form cross-functional, product-focused teams responsible for all stages of the service lifecycleright
- C. Minimize handover points by assigning end-to-end ownership to existing departments
- D. Strengthen hierarchical governance to enforce stringent SLAs between teams
Antwort: B
Begründung:
ITIL 4 emphasizes organizing around products or services rather than functions. Cross-functional, product-focused teams bring together all necessary roles-design, build, operate and improve- within a single unit. This reduces handoffs, fosters shared goals, improves visibility and accelerates value delivery.
24. Frage
Which concept focuses on understanding the different levels within systems and ensuring that multiple systems are aligned and unified when designing services?
- A. Customer orientation
- B. ICI/CD
- C. Robotic process automation
- D. Integration and data sharing
Antwort: D
25. Frage
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?
- A. Customer demand for personalized products
- B. Service components lacking mass-market adoption
- C. Organization-specific requirements for service functionality
- D. Commoditization of service components
Antwort: D
26. Frage
During a service design workshop, a development team come up with lots of different possible design solutions, and then analyze these to select one of them to proceed with. What `design thinking' activity is this an example of?
- A. Inspiration and empathy
- B. Ideation
- C. Prototyping
- D. Implementation
Antwort: B
27. Frage
A cross-functional team is designing a value stream to support the development of a new financial service. Some members of the team are suggesting that multiple value streams are needed. Which factor would MOST LIKELY influence the need for multiple value streams?
- A. The number of suppliers that will be used to source service components
- B. Whether the service is being created for internal or external customers
- C. The number of practices required to support the service
- D. The methods used to manage the development work
Antwort: D
28. Frage
......
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