ITIL-4-CDS Test Study Guide - ITIL-4-CDS Free Test Questions

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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionObjectives
Topic 1: Value Stream Design and Development- Designing service value streams
  • 1. Service design considerations
  • 2. Customer journey mapping
Topic 2: Organizational Structure and Teams- Team culture and collaboration
  • 1. Workforce planning and development
  • 2. Team capabilities and competencies
Topic 3: Prioritization and Work Management- Work planning and prioritization
  • 1. Capacity and demand management
  • 2. Backlog management
Topic 4: Information and Technology- Supporting technologies
  • 1. Automation and tool integration
  • 2. Service management technologies
Topic 5: Introduction to Create, Deliver and Support- Core concepts of service value streams
  • 1. Value streams and workflows
  • 2. Service value system integration
Topic 6: Create, Deliver and Support Practices- Service performance and quality
  • 1. Continual improvement
  • 2. Monitoring and measurement
- Supporting management practices
  • 1. Service desk
  • 2. Knowledge management
  • 3. Incident management
  • 4. Problem management
  • 5. Change enablement

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q58-Q63):

NEW QUESTION # 58
An international e-commerce company is planning to launch a new mobile shopping application.
During the initial design, the project team has encountered challenges in ensuring the app aligns with regional customer preferences, while maintaining a consistent user experience. The team also needs to address scalability and security concerns. What approach should the company take to improve this situation?

Answer: A


NEW QUESTION # 59
An organization wishes to acquire a service from a supplier in a different country but with similar working hours.
Which sourcing model should they use?

Answer: C


NEW QUESTION # 60
A service desk team acts as a single point of contact for its users. Service desk team members are the first-line support; however, if they are unable to resolve the incidents, they are escalated to second-line support. This tiered support structure has resulted in large queues of unresolved tickets. Which concept or approach would help the organization resolve this situation?

Answer: D


NEW QUESTION # 61
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: A


NEW QUESTION # 62
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 # 63
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