Peoplecert ITIL 4 Specialist: Create, Deliver and Support - ITIL-4-CDS Exam Practice Test
Question 1
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?
Correct Answer: D
Question 2
A service provider works with a diverse group of customers, including corporate, private, and partner organizations. The service provider's service desk supports users from all customer organizations. However, different users prefer different communication channels. In response to their preferences, the service provider implemented email, chat, phone, and website contact form for the users to contact the service desk. The service desk team is increasingly struggling to monitor all channels and respond timely. Some user queries are not noticed early enough, and the users are complaining. What should the service provider do to improve the situation?
Correct Answer: B
Question 3
Which is an example of using a `shift-left' approach to optimize password resets?
Correct Answer: C
Question 4
In ITIL 4, which practice is primarily responsible for defining, assessing and developing the roles, competencies and capabilities needed for effective service value streams?
Correct Answer: A
Question 5
An organization is writing its test strategy in order to define the test levels and test types that are in scope for testing. In the past, the organization has experienced service disruptions after some releases of a particular application. These disruptions were happening because the application caused other applications to generate errors.
Which test level should the organization focus on to address this weakness?
Which test level should the organization focus on to address this weakness?
Correct Answer: B
Question 6
What approach can ensure testing happens earlier in the development lifecycle?
Correct Answer: D
Question 7
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?
`service integration and management' to manage many different suppliers. How does `service integration and management' work with the organization's value streams?
Correct Answer: D
Question 8
A service provider is redesigning its service management system using value stream management and mapping. The service management team is reviewing the role of practices in various value streams. There is an argument about the role of deployment management as software development and service management teams see its role differently. What is the BEST approach to define the role of deployment management practice in value streams?
Correct Answer: C
Question 9
At xyz organisation, five specialized departments Incident Management, Change Enablement, Release Management, Service Desk and Problem Management work with separate tools, processes and KPIs. Requests often stall at each handover, visibility is fragmented, and accountability is unclear. Leadership wants to reorganize around value streams to eliminate these barriers. Which ONE organizational approach will best align with ITIL 4 recommendations and break down functional silos?
Correct Answer: D
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