Exam Name: ITIL 4 Specialist: Create, Deliver and Support
Certification Provider: Peoplecert
Corresponding Certification: Peoplecert Certification
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Peoplecert ITIL-4-CDS Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Value Streams and Service Delivery | - Value stream mapping
|
| Topic 2: Service Performance and Measurement | - Metrics and KPIs
|
| Topic 3: Organizational Structure and Service Value System | - Service value chain integration
|
| Topic 4: Team Collaboration and Shift-Left Approach | - Collaborative practices
|
| Topic 5: ITSM Practices in Create, Deliver and Support | - Incident Management
|
Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:
During a service design workshop, a development team aims to tailor their solutions to the needs and circumstances of the target users. What is the BEST approach for the team to achieve this?
- A. Use the latest technology capabilities to improve the look and feel of the designed solution
- B. Interview customers about their preferences
- C. Involve many users from every target group in all steps of the design
- D. Create realistic user personas based on the gathered user data
Correct Answer: D 🗳️
Which is an example of using a `shift-left' approach to optimize password resets?
- A. Allow users to reset their own passwords using an automated tool
- B. Train service desk agents to categorize password resets as service requests
- C. Encourage users to remember or safely record their passwords to reduce the number of password resets
- D. Automatically assign a high priority to password reset requests to resolve them faster
Correct Answer: A 🗳️
Which of the following involves consideration of the skills and availability of both internal and external resources?
- A. Shift-left approach
- B. Build vs buy
- C. Swarming
- D. Triage prioritization
Correct Answer: B 🗳️
Which approach may help to improve incident resolution times by moving support activities from specialist teams to frontline teams or users?
- A. Shift-left
- B. Robotic process automation
- C. Shortest item first
- D. Swarming
Correct Answer: A 🗳️
A mobile app development company has implemented a new strategy in its software development process. Instead of large, infrequent updates, it now releases smaller updates every two weeks. These updates are shaped by regular user reviews and suggestions, which the company actively seeks and incorporates into each new version. Which guiding principle is this approach MOST closely aligned with?
- A. Optimize and automate
- B. Progress iteratively with feedback
- C. Think and work holistically
- D. Focus on value
Correct Answer: B 🗳️
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