Online Access Free ITIL-4-CDS Exam Questions

A popular social media app is part of a complex network of systems. Most changes to the service are successful, except for those made by a development team that has many failed changes.
Which is the BEST approach to reduce the number of failures?

• A.Create a change model for development changes that includes the use of safe-to-fail testing
• B.Create a standard change model for development changes and initiate as a service request
• C.Initiate development changes as emergency changes so that errors can be identified quickly
• D.Increase the size of development changes to make them easier to handle and increase success

A manager is working with a diverse team from various cultural backgrounds. What should the manager prioritize to enhance team effectiveness and manage cultural differences effectively?

• A.Ensure that corporate culture fits into the cultural context of the teams
• B.Ensure that diverse team cultures are aligned with the company's values
• C.Encourage cultural diversity without boundaries or constraints
• D.Define and promote a uniform corporate culture across all teams

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?

• A.Rotate members through each functional specialty on a one-month cycle to broaden individual skill sets
• B.Institute weekly facilitated stand-up meetings for each value-stream team to review progress and reassign tasks
• C.Collaboratively develop a team charter that defines end-to-end value-chain responsibilities, shared outcome-focused KPIs, and decision-making guidelinesright
• D.Implement strict, role-based SLAs for every handoff between functional specialties, with automated escalation on breach

Which is an example of a divisional organizational structure?

• A.An organization which has a different business unit for each of its products
• B.An organization which does not have a layered management structure
• C.An organization which uses a grid of reporting relationships
• D.An organization which has arranged its teams in a hierarchical authority structure

An organization is moving from a process-based approach to a value-stream based approach for managing user issues.
Which of these activities should the organization do FIRST?

• A.Understand the situations in which incidents and service requests will be initiated
• B.Identify the activities which could be improved by the use of automation
• C.Consider how the service desk teams can be involved at an earlier stage in the creation of a service.
• D.Understand which steps contribute least to the support of the service