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Peoplecert ITIL-4-CDS Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Organizational Structure and Teams | - Team culture and collaboration
|
| Topic 2: Create, Deliver and Support Practices | - Supporting management practices
|
| Topic 3: Information and Technology | - Supporting technologies
|
| Topic 4: Value Stream Design and Development | - Designing service value streams
|
| Topic 5: Introduction to Create, Deliver and Support | - Core concepts of service value streams
|
| Topic 6: Prioritization and Work Management | - Work planning and prioritization
|
Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:
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?
- A. Nearshoring
- B. Offshoring
- C. Onshoring
- D. Insourcing
Correct Answer: A 🗳️
Which of the following involves consideration of the skills and availability of both internal and external resources?
- A. Swarming
- B. Shift-left approach
- C. Triage prioritization
- D. Build vs buy
Correct Answer: D 🗳️
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. Interview customers about their preferences
- B. Create realistic user personas based on the gathered user data
- C. Involve many users from every target group in all steps of the design
- D. Use the latest technology capabilities to improve the look and feel of the designed solution
Correct Answer: B 🗳️
An internal service provider of a charity foundation wants to ensure that all queries coming from users and customers are processed within the agreed time. Records show that the flow of incoming queries is uneven; the teams processing the queries may be overwhelmed one day and have idle capacity on another. What is the BEST way for the service provider to ensure timely processing of all queries?
- A. Increase capacity to process all queries without delays
- B. Prioritize queues using a combination of criteria to maximize value and minimize risks
- C. Limit the number of incoming queries so they could be processed on time
- D. Prioritize all incoming queries according to their economic value to maximize profit and minimize penalties
Correct Answer: B 🗳️
What is the goal of the `shift-left' approach?
- A. Implementing Agile practices for continuous software development
- B. Repositioning tasks to earlier stages in the process to boost workflow efficiency
- C. Integrating multiple suppliers in a value stream for effective service management
- D. Automating repetitive processes using robots and AI
Correct Answer: B 🗳️
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