ITIL-4-CDS Pass4sure Exam Prep, Latest ITIL-4-CDS Test Questions

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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

Section	Weight	Objectives
Plan and build service value streams	25%	- Resource and capability management 1. Buy vs build and sourcing strategies 2. Planning and allocation - Service value system and value streams 1. Designing value streams and workflows 2. Core concepts and principles
Support and improve services	25%	- Service support and incident management 1. Incident and problem management 2. Service desk and request fulfilment - Performance measurement and improvement 1. Continual improvement practices 2. Metrics and monitoring
Create and develop services	25%	- Quality assurance and validation 1. Service level management 2. Testing and verification - Service design and development practices 1. Service components and architecture 2. Requirements definition and specification
Deliver and transition services	25%	- Service transition and change management 1. Change enablement and release management 2. Deployment and implementation - Service delivery and operational practices 1. Service integration and management 2. Service operation and control

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q41-Q46):

NEW QUESTION # 41
In which circumstances should an organization buy, rather than build, software?

A. The requirements of the organization are frequently changing because of rapid expansion
B. The software is widely available and its features are standardized across most organizations
C. The organization is part of a regulated industry and has a strong focus on internal policies
D. The consumers of the software have many and varied customization requirements

Answer: B

NEW QUESTION # 42
An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently. What should the organization do FIRST to start to improve the situation?

A. Improve the integration of tools to ensure there are no gaps between processes
B. Encourage teams to collaborate so they can focus on value for users
C. Use value stream mapping to help understand the end-to-end flow of user support
D. Review skills and competencies of user support staff to ensure they have the required capability

Answer: C

NEW QUESTION # 43
In ITIL 4, which practice is primarily responsible for defining, assessing and developing the roles, competencies and capabilities needed for effective service value streams?

A. Service desk practice
B. Continual improvement practice
C. Workforce and talent management practiceright
D. Organizational change management practice

Answer: C

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 # 44
A user has logged an incident saying that transactions via the company website are very slow.
The service desk team does not have the skills needed to investigate this. There are many different teams that this could be escalated to, including a web server team, an application team, an infrastructure team, and a performance management team.
Which is the BEST approach for the service desk to use for escalating this incident?

A. Use swarming to involve people from multiple different teams in the investigation
B. Escalate to the performance management team, who will then escalate to a different team if needed
C. Declare a major incident and start the major incident management procedure
D. Follow the predefined procedure for investigating web performance incidents

Answer: D

NEW QUESTION # 45
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. Use the latest technology capabilities to improve the look and feel of the designed solution
C. Involve many users from every target group in all steps of the design
D. Create realistic user personas based on the gathered user data

Answer: D

NEW QUESTION # 46
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