ITIL-4-CDS Exam Cram - ITIL-4-CDS Actual Tests

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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Create and develop services25%- Quality assurance and validation
  • 1. Testing and verification
    • 2. Service level management
      - Service design and development practices
      • 1. Requirements definition and specification
        • 2. Service components and architecture
          Topic 2: Deliver and transition services25%- Service transition and change management
          • 1. Change enablement and release management
            • 2. Deployment and implementation
              - Service delivery and operational practices
              • 1. Service operation and control
                • 2. Service integration and management
                  Topic 3: Support and improve services25%- Performance measurement and improvement
                  • 1. Metrics and monitoring
                    • 2. Continual improvement practices
                      - Service support and incident management
                      • 1. Service desk and request fulfilment
                        • 2. Incident and problem management
                          Topic 4: Plan and build service value streams25%- 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

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                                  Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q25-Q30):

                                  NEW QUESTION # 25
                                  Which is often included in an Agile approach to software development?

                                  Answer: B


                                  NEW QUESTION # 26
                                  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?

                                  Answer: D


                                  NEW QUESTION # 27
                                  Within the ITIL 4 service value chain, the Design and Transition activity ensures new or changed services are fit for purpose and use before release. Which practice is primarily responsible for validating that service components meet acceptance criteria, performance requirements, and interoperability standards prior to deployment?

                                  Answer: D

                                  Explanation:
                                  Service Validation and Testing provides the structured test strategies, detailed test plans and defined acceptance criteria required to verify that each service component from individual configuration items to complete assemblies meets functional, performance, security and compatibility requirements.


                                  NEW QUESTION # 28
                                  A service operations team monitors a critical service. They receive thousands of events every day and operators are trained, so they know which events require a response. Sometimes they miss an important event and this causes service level targets to be breached.
                                  What is the BEST approach to resolve this issue?

                                  Answer: D


                                  NEW QUESTION # 29
                                  An organization experiences a high level of variation in the demand for its development services.
                                  The organization has the capacity to fulfil the overall level of demand but wants to reduce the variation so that it does not have to prioritize work at peak times. Which action would BEST help the organization influence the demand for its services?

                                  Answer: B


                                  NEW QUESTION # 30
                                  ......

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