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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionObjectives
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
          Team Collaboration and Shift-Left Approach- Collaborative practices
          • 1. Agile and DevOps integration
            • 2. Cross-functional teamwork
              - Shift-left principles
              • 1. Knowledge management empowerment
                • 2. Early resolution of incidents
                  Service Performance and Measurement- Continual improvement
                  • 1. Improvement models and practices
                    • 2. Feedback loops and reporting
                      - Metrics and KPIs
                      • 1. Performance indicators alignment
                        • 2. Service level metrics
                          ITSM Practices in Create, Deliver and Support- Problem Management
                          • 1. Root cause analysis and prevention
                            - Service Desk
                            • 1. User support and communication channels
                              - Incident Management
                              • 1. Incident lifecycle and resolution
                                - Change Enablement
                                • 1. Change control and risk assessment
                                  - Service Level Management
                                  • 1. SLAs and service expectations
                                    Organizational Structure and Service Value System- Service value chain integration
                                    • 1. Plan, improve, engage activities
                                      • 2. Design and transition considerations
                                        - ITIL Service Value System (SVS)
                                        • 1. Guiding principles application
                                          • 2. Governance and value co-creation concepts

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                                            Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q34-Q39):

                                            NEW QUESTION # 34
                                            An organization has received complaints from customers regarding incident resolution times. The organization is using value stream mapping to visualize the activities involved in restoring service following an outage. The team has designed an optimized flow that begins with the incident being generated by a monitoring tool, and ends when service is restored. Leadership is concerned that this approach has failed to provide the insight needed to reduce delays. Which is the BEST action this team can take to address leadership's concern?

                                            Answer: C


                                            NEW QUESTION # 35
                                            A software development company wants to improve its service delivery by implementing a value stream for a new service creation. The company aims to balance speed and quality of service delivery. How should the company structure its value stream to meet this objective?

                                            Answer: D


                                            NEW QUESTION # 36
                                            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: C


                                            NEW QUESTION # 37
                                            Which statement about collaboration is CORRECT?

                                            Answer: B


                                            NEW QUESTION # 38
                                            A software development company wants to transition from a traditional working model to one focused on innovation and adaptability. The management has recognized a need to support changes in the mindset among employees, particularly those accustomed to the traditional approach. However, the management has encountered resistance from long-standing employees who are accustomed to traditional methods. What strategy should the company adopt to effectively facilitate this cultural shift?

                                            Answer: C


                                            NEW QUESTION # 39
                                            ......

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