ITIL-4-CDS Exam Questions

A user has logged an incident saying that transactions via the company website are very slow. The service desk team does not have the skills needed to investigate this. There are m...

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 gat...

Which is an example of results-based measurement and reporting?

A service has been in use for a number of years, and is not being developed or updated. Customers are not happy because they think that the applications that support the service ar...

Which is often included in an Agile approach to software development?

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...

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 re...

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, int...

An organization plans to launch a global, cloud-native analytics service that integrates data from multiple regions, adheres to diverse compliance mandates, and scales dynamically...

A global retailer is shifting its monolithic order‐management system to a containerized, microservices‐based architecture. Development teams each use different code repositories, b...

An enterprise delivers a new multi-region, container-based service every two weeks. Deployments span private data centers and multiple public clouds, require database schema change...

A technology firm has implemented a new ticketing system for managing customer support requests. However, the firm is facing challenges in effectively prioritizing and managing the...

An organization is planning to implement a new service management toolset for effective integration of management practices. Which feature of the service management toolset will be...

A large organization is planning to integrate multiple systems into its existing IT infrastructure. What approach should the organization consider to achieve effective integration?

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 o...

Which is an example of using a `shift-left' approach to optimize password resets?

What is the goal of the `shift-left' approach?

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 cus...

A software development company wants to improve its service delivery by implementing a value stream for a new service creation. The company aims to balance speed and quality of ser...

A service provider involves suppliers to resolve incidents related to third-party software. Resolution of such incidents typically takes longer because of the time required to cont...

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 aut...

An organization wants to encourage its employees to suggest improvements to its practices. However, employees are reluctant to suggest improvements because their suggestions have b...

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,...

A service desk manager is creating a job profile for a service desk team lead. The following requirements have been identified: Ability to use company processes and tools, Leadersh...

A global IT service provider is migrating several mission-critical legacy applications to a cloud- native platform while its support team struggles with a growing backlog of incide...

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 stro...

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 ma...

In ITIL 4, which practice is accountable for defining the mandatory financial and contractual metadata-such as cost centers, chargeable service rates, SLA targets and contract refe...

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 sug...

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...

An organization has found that a significant amount of rework is required, because tickets are escalated from the service desk team to higher tiers of support. This rework causes d...

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 sales enablement service is being modified to improve the data that is presented to sales staff. This will be delivered as a series of incremental improvements. Which are the TWO...

An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories. Which...

An organization is considering how a new service will be supported when it goes live. There are many teams that will contribute to the support of the service. Which approach should...

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...

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...

What approach can ensure testing happens earlier in the development lifecycle?