ITIL-4-CDS權威認證將成為您值得信賴的合作伙伴ITIL 4 Specialist: Create, Deliver and Support

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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionObjectives
Introduction to Create, Deliver and Support- Core concepts of service value streams
  • 1. Service value system integration
  • 2. Value streams and workflows
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. Change enablement
  • 2. Knowledge management
  • 3. Incident management
  • 4. Problem management
  • 5. Service desk
Value Stream Design and Development- Designing service value streams
  • 1. Service design considerations
  • 2. Customer journey mapping
Organizational Structure and Teams- Team culture and collaboration
  • 1. Team capabilities and competencies
  • 2. Workforce planning and development
Information and Technology- Supporting technologies
  • 1. Service management technologies
  • 2. Automation and tool integration

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最新的 Peoplecert Certification ITIL-4-CDS 免費考試真題 (Q62-Q67):

問題 #62
Which statement about `service integration as a service' isCORRECT?

答案：D


問題 #63
Which is often included in an Agile approach to software development?

答案：C


問題 #64
In a fully automated ITIL 4 environment, tickets are created from event-stream alerts, enriched with CI-DB data, categorized by ML engines, surface contextual knowledge-article suggestions, and even trigger self-service deflection workflows. Multiple practices feed data into this engine, yet one practice must define and govern the end-to-end ticket lifecycle-covering channel integrations, taxonomy versioning, automated escalations, deflection criteria, status flows, and closure validations. Which ONE practice holds this overarching accountability?

答案：D

解題說明：
The Service Desk practice is accountable for the holistic ticket interface and lifecycle across all channels-whether human-entered, event-driven or self-service. It defines the unified taxonomy, status models, handoff rules, SLA targets, integration contracts (for Event Management feeds and CMDB enrichment), and deflection thresholds (leveraging Knowledge Management). By owning these elements, the Service Desk ensures consistency, traceability and a single point of control for all incoming work items, even as specialized practices contribute data and enrichment.


問題 #65
In many organizations, teams optimize internal metrics, like mean time to resolution or incident backlog size that don't reflect how customers experience or consume services. This misalignment drives improvements customers find irrelevant and can even erode trust. Which ONE approach will best embed a customer-orientated mindset across the service value stream?

答案：C

解題說明：
Co-creating customer personas and journey maps forces teams to step into the customer's shoes, understand desired business outcomes, pain points and moments of truth. With this insight, every practice-from design through continual improvement-can be measured and improved against what customers truly value, driving shared accountability and reducing wasted effort on internally focused metrics.


問題 #66
An organization wants to encourage its employees to suggest improvements to its practices.
However, employees are reluctant to suggest improvements because their suggestions have been ignored in the past. The employees do not trust their managers to be open and transparent.
Which concept should be applied to overcome this challenge?

答案：C


問題 #67
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