ITIL-4-CDS Sample Questions Answers, ITIL-4-CDS Exam Testking

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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionWeightObjectives
Create and develop services25%- Service design and development practices
  • 1. Requirements definition and specification
    • 2. Service components and architecture
      - Quality assurance and validation
      • 1. Testing and verification
        • 2. Service level management
          Support and improve services25%- Performance measurement and improvement
          • 1. Continual improvement practices
            • 2. Metrics and monitoring
              - Service support and incident management
              • 1. Incident and problem management
                • 2. Service desk and request fulfilment
                  Deliver and transition services25%- Service delivery and operational practices
                  • 1. Service integration and management
                    • 2. Service operation and control
                      - Service transition and change management
                      • 1. Change enablement and release management
                        • 2. Deployment and implementation
                          Plan and build service value streams25%- Service value system and value streams
                          • 1. Designing value streams and workflows
                            • 2. Core concepts and principles
                              - Resource and capability management
                              • 1. Planning and allocation
                                • 2. Buy vs build and sourcing strategies

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                                  Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q24-Q29):

                                  NEW QUESTION # 24
                                  A technology firm has implemented a new ticketing system for managing customer support requests. However, the firm is facing challenges in effectively prioritizing and managing these tickets due to varying levels of urgency and complexity. Some high-priority issues are being delayed, while less critical requests are being addressed too soon, leading to customer dissatisfaction and inefficiencies in the workflow. How should the firm improve this situation?

                                  Answer: C


                                  NEW QUESTION # 25
                                  In ITIL 4, which practice is primarily responsible for defining, assessing and developing the roles, competencies and capabilities needed for effective service value streams?

                                  Answer: B

                                  Explanation:
                                  The workforce and talent management practice is dedicated to ensuring that the right people with the right skills are in the right roles at the right time. It provides guidance on creating detailed role profiles, identifying competency requirements for each value-stream activity, assessing current skill levels, and then designing targeted learning plans, mentoring or coaching to close gaps. By integrating these activities into the service value system, organizations can continuously adapt team capabilities to evolving service needs, fostering both individual growth and collective resilience.


                                  NEW QUESTION # 26
                                  A software development company wants to improve its service delivery by implementing a value stream for a new service creation. The company aims to balance speed and quality of service delivery. How should the company structure its value stream to meet this objective?

                                  Answer: B


                                  NEW QUESTION # 27
                                  An organization is writing its test strategy in order to define the test levels and test types that are in scope for testing. In the past, the organization has experienced service disruptions after some releases of a particular application. These disruptions were happening because the application caused other applications to generate errors.
                                  Which test level should the organization focus on to address this weakness?

                                  Answer: B


                                  NEW QUESTION # 28
                                  An organization is in the process of restoring the online payment app service, and its IT teams have reached a stage where creative problem-solving is needed. What does this situation describe?

                                  Answer: B


                                  NEW QUESTION # 29
                                  ......

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