Latest ITIL-4-CDS Exam Simulator | ITIL-4-CDS Valid Exam Questions

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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionObjectives
Value Streams and Service Delivery- Workflow optimization
  • 1. Eliminating waste in processes
    • 2. Lean principles in service delivery
      - Value stream mapping
      • 1. Incident-to-resolution value streams
        • 2. Design-to-transition value streams
          Service Performance and Measurement- Continual improvement
          • 1. Improvement models and practices
            • 2. Feedback loops and reporting
              - Metrics and KPIs
              • 1. Performance indicators alignment
                • 2. Service level metrics
                  ITSM Practices in Create, Deliver and Support- Service Level Management
                  • 1. SLAs and service expectations
                    - Service Desk
                    • 1. User support and communication channels
                      - Change Enablement
                      • 1. Change control and risk assessment
                        - Problem Management
                        • 1. Root cause analysis and prevention
                          - Incident Management
                          • 1. Incident lifecycle and resolution
                            Organizational Structure and Service Value System- Service value chain integration
                            • 1. Plan, improve, engage activities
                              • 2. Design and transition considerations
                                - ITIL Service Value System (SVS)
                                • 1. Guiding principles application
                                  • 2. Governance and value co-creation concepts
                                    Team Collaboration and Shift-Left Approach- Shift-left principles
                                    • 1. Knowledge management empowerment
                                      • 2. Early resolution of incidents
                                        - Collaborative practices
                                        • 1. Cross-functional teamwork
                                          • 2. Agile and DevOps integration

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                                            Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q50-Q55):

                                            NEW QUESTION # 50
                                            An internal service provider of a large retail organization is working on a major update of the self- checkout terminals used in the supermarkets. The update includes new hardware, software, and integration with a new card payment system. How should the service provider ensure that the update is sufficiently tested?

                                            Answer: B


                                            NEW QUESTION # 51
                                            A managed service provider manages an organization's suppliers, provides some delivery functions to the organization, and coordinates service integration and management between the organization and its suppliers. Which model is this an example of?

                                            Answer: B


                                            NEW QUESTION # 52
                                            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 # 53
                                            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 # 54
                                            In a fully automated ITIL 4 environment, tickets are created from event-stream alerts, enriched with CI-DB data, categorized by ML engines, surface contextual knowledge-article suggestions, and even trigger self-service deflection workflows. Multiple practices feed data into this engine, yet one practice must define and govern the end-to-end ticket lifecycle-covering channel integrations, taxonomy versioning, automated escalations, deflection criteria, status flows, and closure validations. Which ONE practice holds this overarching accountability?

                                            Answer: B

                                            Explanation:
                                            The Service Desk practice is accountable for the holistic ticket interface and lifecycle across all channels-whether human-entered, event-driven or self-service. It defines the unified taxonomy, status models, handoff rules, SLA targets, integration contracts (for Event Management feeds and CMDB enrichment), and deflection thresholds (leveraging Knowledge Management). By owning these elements, the Service Desk ensures consistency, traceability and a single point of control for all incoming work items, even as specialized practices contribute data and enrichment.


                                            NEW QUESTION # 55
                                            ......

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