ITIL-4-CDS Practice Test - ITIL-4-CDS Fresh Dumps

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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

Section	Objectives
Information and Technology	- Supporting technologies 1. Automation and tool integration 2. Service management technologies
Organizational Structure and Teams	- Team culture and collaboration 1. Workforce planning and development 2. Team capabilities and competencies
Create, Deliver and Support Practices	- Service performance and quality 1. Continual improvement 2. Monitoring and measurement - Supporting management practices 1. Problem management 2. Knowledge management 3. Change enablement 4. Service desk 5. Incident management
Introduction to Create, Deliver and Support	- Core concepts of service value streams 1. Service value system integration 2. Value streams and workflows
Prioritization and Work Management	- Work planning and prioritization 1. Backlog management 2. Capacity and demand management
Value Stream Design and Development	- Designing service value streams 1. Service design considerations 2. Customer journey mapping

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ITIL-4-CDS Fresh Dumps - ITIL-4-CDS Learning Materials

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q40-Q45):

NEW QUESTION # 40
An organization has found that a significant amount of rework is required, because tickets are escalated from the service desk team to higher tiers of support. This rework causes delays and results in recurring incidents as service desk agents rarely see how incidents are resolved. Which approach can be used to reduce this rework and its consequences?

A. Limit the use of tickets to major and high-priority incidents
B. Train agents to capture the information required by each support team
C. Validate the data, when tickets are being created by service desk agents
D. Use swarming to improve collaboration and validate information

Answer: D

NEW QUESTION # 41
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. Portfolio Management practice using strategic themes and investment epics to sequence high- value workright
C. Demand Management practice using Patterns of Business Activity for forecasting peaks and troughsright
D. Service Level Management practice using SLAs and OLAs to enforce response targets

Answer: B,C

Explanation:
Demand Management uses Patterns of Business Activity to forecast demand, categorize work types, and apply prioritization models before routing tasks into value streams. This prevents overload and aligns capacity with expected demand profiles.
Portfolio Management defines strategic themes and investment epics that translate business goals into prioritized initiatives. By sequencing epics against capacity and value, it ensures that the most critical work feeds into the value streams first.

NEW QUESTION # 42
Which concept is commonly applied to help organizations process and interpret unstructured text, with the aim to produce summaries or translations?

A. Information models
B. ITSM software
C. Advanced analytics
D. Artificial intelligence

Answer: D

NEW QUESTION # 43
An organization wants to encourage its employees to suggest improvements to its practices.
However, employees are reluctant to suggest improvements because their suggestions have been ignored in the past. The employees do not trust their managers to be open and transparent.
Which concept should be applied to overcome this challenge?

A. Shift-left
B. Workforce planning and management
C. Working with a customer-oriented mindset
D. A continual improvement culture

Answer: D

NEW QUESTION # 44
Which is an example of a divisional organizational structure?

A. An organization which does not have a layered management structure
B. An organization which uses a grid of reporting relationships
C. An organization which has arranged its teams in a hierarchical authority structure
D. An organization which has a different business unit for each of its products

Answer: D

NEW QUESTION # 45
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