ITIL-4-CDS Valid Test Materials - ITIL-4-CDS Real Exams

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| Section | Weight | Objectives |
|---|
| 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. Metrics and monitoring
- 2. Continual improvement practices
|
| 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
|
| Create and develop services | 25% | - Quality assurance and validation
- 1. Service level management
- 2. Testing and verification
- Service design and development practices
- 1. Requirements definition and specification
- 2. Service components and architecture
|
| Deliver and transition services | 25% | - Service delivery and operational practices
- 1. Service operation and control
- 2. Service integration and management
- Service transition and change management
- 1. Deployment and implementation
- 2. Change enablement and release management
|
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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q35-Q40):
NEW QUESTION # 35
A service has been in use for a number of years, and is not being developed or updated.
Customers are not happy because they think that the applications that support the service are missing important functionality.
Which practice is most likely to identify this issue and initiate improvement actions?
- A. Service desk
- B. Service validation and testing
- C. Service level management
- D. Knowledge management
Answer: C
NEW QUESTION # 36
A cross-functional team is designing a value stream to support the development of a new financial service. Some members of the team are suggesting that multiple value streams are needed. Which factor would MOST LIKELY influence the need for multiple value streams?
- A. The methods used to manage the development work
- B. The number of suppliers that will be used to source service components
- C. Whether the service is being created for internal or external customers
- D. The number of practices required to support the service
Answer: A
NEW QUESTION # 37
An internal service provider has made the service desk a single point of contact for all user queries, including incidents, service requests, complaints, and compliments. To ensure a fair allocation of the service desk resources, a common rule for processing all incoming queues has been agreed: "first in, first out." It has soon become apparent that some incidents reported by users spend too much time waiting to be processed and triaged by the service desk. This leads to delayed incident resolution and negative business impact. What is the BEST way to improve the situation?
- A. Implement separate service desks for incident and service requests
- B. Increase the number of service desk agents to process the incoming queries faster
- C. Prioritize incoming queries based on their type and associated urgency
- D. Recommend users to submit queries well in advance to ensure timely processing
Answer: C
NEW QUESTION # 38
An organization has departments that are structured as Sales, Business Operations, and Quality Control. Each department has its own set of responsibilities, reporting lines and authorities, and they manage their internal processes independently. What type of organizational structure is this an example of?
- A. Divisional
- B. Matrix
- C. Flat
- D. Functional
Answer: D
NEW QUESTION # 39
Which statement about collaboration is CORRECT?
- A. Collaboration can be enforced by aligning metrics between teams
- B. Collaboration should be used instead of swarming or
- C. Collaboration is most useful for standardized work
- D. Collaboration focuses on the organization's goals
Answer: D
NEW QUESTION # 40
......
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