Latest ITIL-4-CDS Mock Test | Pdf ITIL-4-CDS Format

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| Section | Objectives |
|---|
| Team Collaboration and Shift-Left Approach | - Collaborative practices
- 1. Agile and DevOps integration
- 2. Cross-functional teamwork
- Shift-left principles
- 1. Early resolution of incidents
- 2. Knowledge management empowerment
|
| Service Performance and Measurement | - Continual improvement
- 1. Feedback loops and reporting
- 2. Improvement models and practices
- Metrics and KPIs
- 1. Service level metrics
- 2. Performance indicators alignment
|
| Organizational Structure and Service Value System | - ITIL Service Value System (SVS)
- 1. Governance and value co-creation concepts
- 2. Guiding principles application
- Service value chain integration
- 1. Plan, improve, engage activities
- 2. Design and transition considerations
|
| Value Streams and Service Delivery | - Workflow optimization
- 1. Lean principles in service delivery
- 2. Eliminating waste in processes
- Value stream mapping
- 1. Design-to-transition value streams
- 2. Incident-to-resolution value streams
|
| ITSM Practices in Create, Deliver and Support | - Service Level Management
- 1. SLAs and service expectations
- Problem Management
- 1. Root cause analysis and prevention
- Service Desk
- 1. User support and communication channels
- Change Enablement
- 1. Change control and risk assessment
- Incident Management
- 1. Incident lifecycle and resolution
|
>> Latest ITIL-4-CDS Mock Test <<
ITIL-4-CDS exam dumps
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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q67-Q72):
NEW QUESTION # 67
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. Matrix
- B. Flat
- C. Functional
- D. Divisional
Answer: C
NEW QUESTION # 68
What approach can ensure testing happens earlier in the development lifecycle?
- A. Managing work as tickets
- B. Shift-left
- C. Robotic process automation
- D. Service integration and management
Answer: B
NEW QUESTION # 69
In a mature ITIL 4 practice environment, incidents are automatically generated from monitoring events, enriched with CI data from the CMDB, and routed through automated priority matrices.
Major-incident teams must be alerted based on dynamic impact thresholds, and linked knowledge articles should surface during ticket resolution. Which ONE practice is accountable for defining and governing this entire ticket lifecycle from auto-creation and CI integration to automated escalations, major-incident protocols, and closure criteria?
- A. Problem Management practice
- B. Incident Management practiceright
- C. Service Request Management practice
- D. Event Management practice
Answer: B
Explanation:
The Incident Management practice owns the complete lifecycle of unplanned service disruptions.
It defines how incidents are captured whether via user reports or automated event triggers, how CI attributes inform categorization and impact assessment, and how dynamic priority matrices drive automated escalations. It also prescribes major-incident procedures, integrates knowledge- article recommendations into the resolution workflow, and enforces closure criteria once service restoration is verified.
NEW QUESTION # 70
An organization wishes to acquire a service from a supplier in a different country but with similar working hours.
Which sourcing model should they use?
- A. Nearshoring
- B. Onshoring
- C. Offshoring
- D. Insourcing
Answer: A
NEW QUESTION # 71
An organization uses value streams to help them deliver consistent services, and they use
`service integration and management' to manage many different suppliers. How does `service integration and management' work with the organization's value streams?
- A. Service integration and management' cannot be used in an organization that uses value streams
- B. 'Service integration and management' manages multiple suppliers in a single value stream
- C. 'Service integration and management' creates a separate value stream for each supplier
- D. Service integration and management' is independent of the organization's value streams
Answer: B
NEW QUESTION # 72
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