Free Peoplecert ITIL-4-CDS Test Practice Test Questions Exam Dumps
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NEW QUESTION # 17
What should an organization consider when deciding to retain or outsource specific IT services?
- A. Transfer of responsibility for highly tailored services
- B. Short-term cost optimization
- C. Cultural barriers and associated risks
- D. Immediate staff reduction
Answer: C
NEW QUESTION # 18
Which TWO ITIL 4 guiding principles should be applied to bridge deep-rooted cultural norms, diverse communication styles, and siloed mindsets within a distributed service value stream team? (Select TWO)
- A. Keep it simple and practical
- B. Collaborate and promote visibilityright
- C. Start where you are
- D. Focus on value
- E. Think and work holisticallyright
Answer: B,E
Explanation:
"collaborate and promote visibility" breaks down cultural barriers by encouraging shared understanding, transparent workflows, and joint problem-solving sessions. This principle fosters an environment where diverse team members can see how their contributions fit into the bigger picture, reducing misinterpretation and building trust.
"think and work holistically" ensures teams recognize interdependencies across technology, processes, and people. By adopting a holistic mindset, team members appreciate how cultural nuances influence each stage of the service value stream, leading to more empathetic communication and aligned decision-making.
NEW QUESTION # 19
Which statement about collaboration is CORRECT?
- A. Collaboration is most useful for standardized work
- B. Collaboration focuses on the organization's goals
- C. Collaboration can be enforced by aligning metrics between teams
- D. Collaboration should be used instead of swarming or
Answer: B
NEW QUESTION # 20
A technology organization is undergoing a strategic expansion, targeting emerging markets. The organization's current workforce has not had experience in dealing with the innovative products which are part of the new markets. What is the BEST strategic approach that the organization should adopt to resolve this situation?
- A. Restructure the organization to create specialized departments for emerging technologies
- B. Increase the total number of employees focusing on new hires with expertise in emerging technologies
- C. Invest in targeted training programmes for existing staff in relevant emerging technologies
- D. Outsource the development of new technology segments to specialized vendors
Answer: C
NEW QUESTION # 21
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?
- A. Review and automate filtering of operations data
- B. Recruit and train additional operations staff
- C. Renegotiate service level targets
- D. Improve operations team training
Answer: A
NEW QUESTION # 22
During a service design workshop, a development team come up with lots of different possible design solutions, and then analyze these to select one of them to proceed with. What `design thinking' activity is this an example of?
- A. Ideation
- B. Prototyping
- C. Inspiration and empathy
- D. Implementation
Answer: A
NEW QUESTION # 23
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. Divisional
- B. Functional
- C. Matrix
- D. Flat
Answer: B
NEW QUESTION # 24
An organization has received complaints from customers regarding incident resolution times. The organization is using value stream mapping to visualize the activities involved in restoring service following an outage. The team has designed an optimized flow that begins with the incident being generated by a monitoring tool and ends when service is restored. Leadership is concerned that this approach has failed to provide the insight needed to reduce delays. Which is the BEST action the team can take to address leadership's concern?
- A. Automate repeatable work activities
- B. Determine where work is sitting in queues
- C. Compare the map to actual activities
- D. Introduce additional sources of demand
Answer: B
NEW QUESTION # 25
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?
- A. Infrastructure and Platform Management practice
- B. Service Validation and Testing practice
- C. Release Management practice
- D. Change Enablement practiceright
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 # 26
An organization has experienced difficulties in providing user support at expected levels. The organization has asked one of its relationship managers and a business analyst to gather information about the types of issues which users and customers are experiencing. The organization would also like to understand the operational issues that support teams are experiencing. Which practice is most likely to provide this information?
- A. Release management
- B. Monitoring and event management
- C. Service desk
- D. Problem management
Answer: C
NEW QUESTION # 27
A large organization has a centralized service desk, and many different teams that help to resolve incidents and manage service requests. They also use many different suppliers to support these activities.
What is the minimum number of different value streams that they need, in order to manage this work?
- A. One value stream for resolving incidents, and a separate value stream for managing service requests
- B. One value stream for all activity that arrives via the service desk
- C. One value stream for the organization, and separate value streams for each team
- D. One value stream for the organization, and separate value streams for each supplier
Answer: B
NEW QUESTION # 28
Which concept focuses on understanding the different levels within systems and ensuring that multiple systems are aligned and unified when designing services?
- A. Integration and data sharing
- B. Robotic process automation
- C. ICI/CD
- D. Customer orientation
Answer: A
NEW QUESTION # 29
To ensure work is balanced across value streams, ITIL 4 recommends combining demand forecasting with strategic alignment of initiatives. Which TWO of the following provide the strongest governance for forecasting, sequencing and aligning incoming work with organizational objectives? (Select TWO)
- A. Demand Management practice using Patterns of Business Activity for forecasting peaks and troughsright
- B. Work visualization (Kanban boards) within Service Request Management to enforce WIP limits
- C. Service Level Management practice using SLAs and OLAs to enforce response targets
- D. Portfolio Management practice using strategic themes and investment epics to sequence high- value workright
Answer: A,D
Explanation:
Demand Management uses Patterns of Business Activity to forecast demand, categorize work types, and apply prioritization models before routing tasks into value streams. This prevents overload and aligns capacity with expected demand profiles.
Portfolio Management defines strategic themes and investment epics that translate business goals into prioritized initiatives. By sequencing epics against capacity and value, it ensures that the most critical work feeds into the value streams first.
NEW QUESTION # 30
An organization experiences a high level of variation in the demand for its development services.
The organization has the capacity to fulfil the overall level of demand but wants to reduce the variation so that it does not have to prioritize work at peak times. Which action would BEST help the organization influence the demand for its services?
- A. Reducing the charges for less busy periods
- B. Engaging with a supplier to outsource tasks
- C. Introducing continuous integration and deployment
- D. Increasing the number of test specialists
Answer: A
NEW QUESTION # 31
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?
- A. Service Desk practiceright
- B. Incident Management practice
- C. Knowledge Management practice
- D. Event Management practice
Answer: A
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 # 32
In ITIL 4, which practice is primarily responsible for defining, assessing and developing the roles, competencies and capabilities needed for effective service value streams?
- A. Continual improvement practice
- B. Service desk practice
- C. Workforce and talent management practiceright
- D. Organizational change management practice
Answer: C
Explanation:
The workforce and talent management practice is dedicated to ensuring that the right people with the right skills are in the right roles at the right time. It provides guidance on creating detailed role profiles, identifying competency requirements for each value-stream activity, assessing current skill levels, and then designing targeted learning plans, mentoring or coaching to close gaps. By integrating these activities into the service value system, organizations can continuously adapt team capabilities to evolving service needs, fostering both individual growth and collective resilience.
NEW QUESTION # 33
A service provider is struggling to meet the incident resolution objectives for some incidents.
Reports generated by the service management tools show that the resolution time is often longer than agreed in three types of situation: incident resolution requires a change to be implemented, incident resolution involves the internal software development team, incident resolution involves an external supplier. What should the service provider do to improve the situation?
- A. Review the incident resolution value stream
- B. Review the change enablement practice
- C. Review the incident management practice
- D. Review the incident resolution targets
Answer: A
NEW QUESTION # 34
An internal service provider of a charity foundation wants to ensure that all queries coming from users and customers are processed within the agreed time. Records show that the flow of incoming queries is uneven; the teams processing the queries may be overwhelmed one day and have idle capacity on another. What is the BEST way for the service provider to ensure timely processing of all queries?
- A. Prioritize queues using a combination of criteria to maximize value and minimize risks
- B. Limit the number of incoming queries so they could be processed on time
- C. Increase capacity to process all queries without delays
- D. Prioritize all incoming queries according to their economic value to maximize profit and minimize penalties
Answer: A
NEW QUESTION # 35
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?
- A. Acceptance
- B. Unit
- C. System
- D. Integration
Answer: D
NEW QUESTION # 36
Which concept is commonly applied to help organizations process and interpret unstructured text, with the aim to produce summaries or translations?
- A. ITSM software
- B. Advanced analytics
- C. Artificial intelligence
- D. Information models
Answer: C
NEW QUESTION # 37
A service desk uses triage to ensure they work on the most urgent tasks first. This sometimes causes user satisfaction issues, because low priority requests can wart a long time before anyone starts to work on them.
What is the BEST way to manage this issue?
- A. Use first-in first-out prioritization instead of triage, to ensure that tasks are worked on in the order that they are requested
- B. Increase the priority of requests that have been waiting a long time and are at risk of breaching agreed service levels
- C. Recruit more service desk staff so that they are able to work on low priority requests even when there are many higher priority tasks
- D. Train users so that they know their requests might be delayed if there are many higher priority tasks in the backlog
Answer: B
NEW QUESTION # 38
Which is often included in an Agile approach to software development?
- A. CI/CD
- B. Advanced analytics
- C. Integrated service management toolsets
- D. Information models
Answer: A
NEW QUESTION # 39
In which circumstances should an organization buy, rather than build, software?
- A. The organization is part of a regulated industry and has a strong focus on internal policies
- B. The requirements of the organization are frequently changing because of rapid expansion
- C. The software is widely available and its features are standardized across most organizations
- D. The consumers of the software have many and varied customization requirements
Answer: C
NEW QUESTION # 40
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