最新のITIL-4-CDS問題集で試験を準備する

Peoplecert ITIL-4-CDS 試験概要:

Peoplecert ITIL-4-CDS 試験シラバストピック:

Peoplecert ITIL 4 Specialist: Create, Deliver and Support 認定 ITIL-4-CDS 試験問題：

1. An organization wants to make some changes to individual and team objectives. The new objectives need to align to the organization's goal of anticipating the needs of its customers.
Which concept is the key element of this alignment?

A) Shift-left
B) Customer orientation
C) Organizational structure
D) The value of positive communications

2. A service desk uses triage to ensure they work on the most urgent tasks first. This sometimes causes user satisfaction issues, because low priority requests can wart a long time before anyone starts to work on them.
What is the BEST way to manage this issue?

A) Increase the priority of requests that have been waiting a long time and are at risk of breaching agreed service levels
B) Recruit more service desk staff so that they are able to work on low priority requests even when there are many higher priority tasks
C) Use first-in first-out prioritization instead of triage, to ensure that tasks are worked on in the order that they are requested
D) Train users so that they know their requests might be delayed if there are many higher priority tasks in the backlog

3. Which is a reason why an organization should create competency profiles for each role?

A) To ensure that technical skills are included in each profile
B) To plan the professional development of team members
C) To plan to fill all the mandatory ITIL roles
D) To ensure that IT specialists have pi-shaped skill profiles

4. Which TWO ITIL 4 guiding principles should be applied to bridge deep-rooted cultural norms, diverse communication styles, and siloed mindsets within a distributed service value stream team? (Select TWO)

A) Keep it simple and practical
B) Think and work holisticallyright
C) Focus on value
D) Start where you are
E) Collaborate and promote visibilityright

5. 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) Limit the number of incoming queries so they could be processed on time
B) Prioritize queues using a combination of criteria to maximize value and minimize risks
C) Prioritize all incoming queries according to their economic value to maximize profit and minimize penalties
D) Increase capacity to process all queries without delays

質問と回答：