ITIL-4-CDS Real Exam Answers - 100% Updated Questions Pool

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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q66-Q71):

NEW QUESTION # 66
Which is a reason why an organization should create competency profiles for each role?

Answer: B


NEW QUESTION # 67
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?

Answer: A


NEW QUESTION # 68
During the Design and Transition activity, the testing team uncovers that non-production environments have been manually patched and reconfigured ad hoc over time. As a result, integration tests succeed in tests but fail in production due to undocumented drift. Which ONE practice should be engaged to enforce environment consistency through standardized change models and configuration baselines?

Answer: D

Explanation:
The Change Enablement practice governs how changes are proposed, approved and implemented, including the use of change models that codify environment provisioning and configuration baselines. By embedding automated, low-risk change models and requiring peer- reviewed approvals for any environment update, Change Enablement prevents unauthorized manual tweaks, ensures every change is traceable, and locks test environments into exact production-equivalent states.


NEW QUESTION # 69
Sunrise Bank reorganized its customer support function into cross-functional, end-to-end value- stream teams that include service desk analysts, incident responders, problem managers, and change coordinators. After three months, teams still dispute task priorities, handoff delays persist, and customer satisfaction scores vary widely. According to ITIL 4 principles and the four dimensions of service management, which ONE action should leadership prioritize to establish clear accountability, align objectives, and improve collaboration?

Answer: C

Explanation:
A jointly created team charter aligns all members on shared objectives, clarifies end-to-end ownership, embeds collective KPIs, and supports ITIL 4's guiding principles of collaborate and promote visibility.


NEW QUESTION # 70
An organization wants to make some changes to individual and team objectives. The new objectives need to align to the organization's goal of anticipating the needs of its customers.
Which concept is the key element of this alignment?

Answer: A


NEW QUESTION # 71
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