Peoplecert Peoplecert Certification ITIL-4-CDS

ITIL-4-CDS자격증시험은 전문적인 관련지식을 테스트하는 인증시험입니다.은 여러분이 ITIL-4-CDS 시험을 통과할수 있도록 도와주는 사이트입니다. 많은 분들이 많은 시간과 돈을 들여 학원까지 다니면서 Peoplecert ITIL-4-CDS시험패스에 최선을 다합니다. 하지만 ITIL-4-CDS덤프를 구매하시면 20시간 좌우만 투자하면 무조건 ITIL-4-CDS시험을 패스할 수 있도록 도와드립니다.

Peoplecert ITIL-4-CDS 시험 요강 주제:

최신 Peoplecert Certification ITIL-4-CDS 무료샘플문제

1. A service provider works with a diverse group of customers, including corporate, private, and partner organizations. The service provider's service desk supports users from all customer organizations. However, different users prefer different communication channels. In response to their preferences, the service provider implemented email, chat, phone, and website contact form for the users to contact the service desk. The service desk team is increasingly struggling to monitor all channels and respond timely. Some user queries are not noticed early enough, and the users are complaining. What should the service provider do to improve the situation?

A) Close the least popular communication channels to reduce the complexity
B) Assign dedicated service desk agents to monitor each channel
C) Integrate all channels to support smooth switching between them for users and support agents
D) Allocate one most suitable channel to each customer type

2. 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) Offshoring
B) Onshoring
C) Insourcing
D) Nearshoring

3. 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) Involve many users from every target group in all steps of the design
B) Use the latest technology capabilities to improve the look and feel of the designed solution
C) Create realistic user personas based on the gathered user data
D) Interview customers about their preferences

4. To ensure work is balanced across value streams, ITIL 4 recommends combining demand forecasting with strategic alignment of initiatives. Which TWO of the following provide the strongest governance for forecasting, sequencing and aligning incoming work with organizational objectives? (Select TWO)

A) Work visualization (Kanban boards) within Service Request Management to enforce WIP limits
B) Service Level Management practice using SLAs and OLAs to enforce response targets
C) Demand Management practice using Patterns of Business Activity for forecasting peaks and troughsright
D) Portfolio Management practice using strategic themes and investment epics to sequence high- value workright

5. An organization is moving from a process-based approach to a value-stream based approach for managing user issues.
Which of these activities should the organization do FIRST?

A) Understand which steps contribute least to the support of the service
B) Identify the activities which could be improved by the use of automation
C) Consider how the service desk teams can be involved at an earlier stage in the creation of a service.
D) Understand the situations in which incidents and service requests will be initiated

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