Free ITIL-4-CDS Questions That Will Get You Through the Exam

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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Support and improve services25%- Performance measurement and improvement
  • 1. Metrics and monitoring
    • 2. Continual improvement practices
      - Service support and incident management
      • 1. Incident and problem management
        • 2. Service desk and request fulfilment
          Topic 2: Deliver and transition services25%- 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
                  Topic 3: 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 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 (Q19-Q24):

                                  NEW QUESTION # 19
                                  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 # 20
                                  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: B


                                  NEW QUESTION # 21
                                  An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.
                                  Which approach would help to resolve this situation?

                                  Answer: A


                                  NEW QUESTION # 22
                                  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?

                                  Answer: B


                                  NEW QUESTION # 23
                                  Which is a reason why an organization should create competency profiles for each role?

                                  Answer: B


                                  NEW QUESTION # 24
                                  ......

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