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ITIL-4-CDS通過考試 - ITIL-4-CDS考試指南
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ITIL-4-CDS考試指南 - ITIL-4-CDS考古題
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最新的 Peoplecert Certification ITIL-4-CDS 免費考試真題 (Q84-Q89):
問題 #84
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. Train users so that they know their requests might be delayed if there are many higher priority tasks in the backlog
- 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. Recruit more service desk staff so that they are able to work on low priority requests even when there are many higher priority tasks
答案：A
問題 #85
Which concept focuses on understanding the different levels within systems and ensuring that multiple systems are aligned and unified when designing services?
- A. Integration and data sharing
- B. Customer orientation
- C. ICI/CD
- D. Robotic process automation
答案：A
問題 #86
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. Think and work holistically
- B. Optimize and automate
- C. Progress iteratively with feedback
- D. Focus on value
答案：C
問題 #87
Which approach may help to improve incident resolution times by moving support activities from specialist teams to frontline teams or users?
- A. Shortest item first
- B. Swarming
- C. Shift-left
- D. Robotic process automation
答案：C
問題 #88
An organization has experienced difficulties in providing user support at expected levels. The organization has asked one of its relationship managers and a business analyst to gather information about the types of issues which users and customers are experiencing. The organization would also like to understand the operational issues that support teams are experiencing. Which practice is most likely to provide this information?
- A. Release management
- B. Problem management
- C. Service desk
- D. Monitoring and event management
答案：C
問題 #89
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