ITIL4-CDS Create, Deliver and Support Practice Test 2 — 15 Questions

Question 1

Which activity represents the 'Deliver' component of the 'Create, Deliver and Support' lifecycle?

Accepted Answer

Ensuring the service is available and functioning as expected in the production environment.. Delivering services involves ensuring that the value is consistently available to customers. This encompasses everything from managing service configurations to coordinating release activities and managing the service pipeline. It is the bridge between creating the service solution and supporting it in production, focusing on the reliable and timely transition of changes into the live environment to meet the agreed-upon service levels.

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Defining the long-term strategic vision of the organization.

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Writing the initial requirements for a new software feature.

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Conducting a performance appraisal for IT support staff.

Question 2

Which practice is most focused on ensuring that service performance meets the agreed needs of the business by managing the capacity and availability of the service?

Accepted Answer

Service Level Management.. The 'Service Level Management' practice is responsible for setting clear business-based targets for service levels and ensuring that all IT services are delivered in line with those targets. It acts as the bridge between business requirements and technical capabilities. By defining and monitoring performance, it ensures that services remain fit for purpose and fit for use throughout their lifecycle.

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IT Asset Management.

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Incident Management.

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Relationship Management.

Question 3

Which THREE activities are essential for effective 'Problem Management' within a CDS environment?

Accepted Answer

Prioritizing problems based on their impact on business value and service availability.. Problem Management in CDS aims to reduce the number and impact of incidents by identifying and managing root causes. Effective execution requires identifying trends, performing detailed root cause analysis, and implementing permanent solutions or workarounds. This practice is critical for maintaining service stability, preventing recurring issues, and ensuring that the service desk can provide reliable support to the business throughout the service lifecycle.

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Manually logging every single incident as a separate problem record in the database.

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Ensuring that permanent solutions are implemented for every single known error.

Question 4

When designing a new service, which THREE factors should be considered to ensure the service is 'fit for purpose'?

Accepted Answer

The specific functional requirements that enable the user to perform their tasks.. Fit for purpose relates to the utility of the service, ensuring it provides the right functionality to support the user's objectives. When designing a new service, one must consider business requirements, user needs, and the functional capabilities needed to achieve these goals. This ensures the output is aligned with the customer's desired outcomes, making it a valuable addition to the organization's service portfolio.

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The physical color scheme and branding of the service interface.

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The specific hardware vendor selected for the underlying server infrastructure.

Question 5

Which concept describes the ability of a service provider to build a service that can be easily modified to meet changing business requirements?

Accepted Answer

Service scalability. Agility and maintainability are crucial for modern service management. A service designed with these characteristics allows the provider to respond to market changes and user feedback without extensive restructuring. This flexibility ensures that the service remains relevant and continues to provide value as business needs evolve over time, which is a fundamental goal in the ITIL CDS domain.

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Service resilience

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Service utility

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Technical debt management

Question 6

When designing a new service, which THREE factors are critical for balancing the requirements of 'Create, Deliver and Support'?

Accepted Answer

User experience and accessibility requirements. A successful service lifecycle depends on balancing speed, quality, and operational cost. These factors ensure that the service is delivered efficiently while maintaining high standards and allowing for ongoing support. By considering these elements during the design phase, organizations can create sustainable value streams that are resilient and responsive to changing user needs.

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Only the lowest cost of infrastructure procurement

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The removal of all security compliance checks

Question 7

Refer to the exhibit. According to the JSON policy, what is the required action when an incident is classified as 'high_impact'?

Accepted Answer

Restore the service within 2 hours and notify stakeholders. The JSON policy clearly defines the parameters for high-impact incidents. The policy dictates a strict time-to-restore limit of 2 hours and explicitly requires notification. These parameters are essential for operational discipline, ensuring that high-impact issues receive the necessary attention and communication to minimize disruption, which is a key priority within the Create, Deliver and Support domain.

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Restore the service within 8 hours

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Restore the service within 2 hours without notification

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Ignore the time limit if the issue is complex

Question 8

A team is implementing 'Continuous Improvement' for their support desk. Which action best supports this practice?

Accepted Answer

Analyzing incident trends to identify structural issues. Continuous improvement requires a data-driven approach. By analyzing incident trends, the team can identify systemic issues that require permanent solutions rather than repeated temporary fixes. This practice shifts the team from reactive firefighting to proactive problem solving, ensuring that the service desk becomes a source of value rather than just a cost center for resolving individual tickets.

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Focusing only on closing tickets as fast as possible

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Ignoring user feedback to keep processes simple

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Changing internal processes every week to ensure flexibility

Question 9

Which TWO of the following are primary considerations when establishing a 'Shift Left' approach for service desk operations?

Accepted Answer

Reducing the total number of support tiers to minimize escalation time.. Shift Left focuses on moving knowledge and tasks closer to the source of demand. By empowering service desk staff to resolve complex issues or providing self-service options to users, organizations improve first-contact resolution rates. This approach is critical in CDS because it reduces the dependency on high-level engineering teams for routine tickets, allowing them to focus on value-adding innovation rather than repetitive troubleshooting tasks.

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Increasing the number of manual approval gates in the request fulfillment process.

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Restricting user access to self-service portals to maintain data accuracy.

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Focusing exclusively on automating infrastructure deployments without knowledge management.

Question 10

Refer to the exhibit. Which ITIL 4 practice is primarily demonstrated by the automated system behavior described in the exhibit?

Accepted Answer

Incident Management. The exhibit illustrates the Incident Management practice combined with automation and self-healing. By automatically restarting the service instance when latency thresholds are breached, the system minimizes the impact of the disruption on the user. This proactive, automated approach is a key component of CDS, as it reduces the need for human intervention and maintains service continuity, which is vital for high-availability production environments.

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Problem Management

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Service Level Management

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Change Enablement

Question 11

Which THREE factors are essential for successfully prioritizing work in a high-velocity service environment?

Accepted Answer

The potential impact on business value and user outcomes.. In high-velocity environments, prioritization must be data-driven and aligned with business impact. By considering service criticality, business urgency, and resource availability, teams can make informed decisions about which tasks yield the highest value. This approach is critical in CDS, as it allows organizations to remain agile, ensure that high-priority issues are addressed promptly, and maintain steady progress on important development tasks without becoming overwhelmed by competing demands.

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The personal preference of the service desk manager.

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The historical order in which tickets were submitted to the queue.

Question 12

Which THREE activities are included in the 'Plan' value chain activity within the CDS domain?

Accepted Answer

Defining the portfolio of services and their associated roadmap.. The 'Plan' activity ensures a shared understanding of the vision, current status, and improvement direction for services. By aligning strategic goals with operational reality, it ensures that the organization remains focused on creating and delivering value. This is critical for CDS as it bridges the gap between high-level business strategy and the day-to-day work of development and support teams, ensuring everyone is moving in the same direction.

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Automating the deployment of code to the production environment.

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Managing the resolution of complex high-priority incidents.

Question 13

Which THREE factors should an organization consider when deciding whether to 'buy' or 'build' a new service component?

Accepted Answer

The availability of internal talent to maintain the component. When making buy-versus-build decisions, organizations must balance strategic alignment, cost, and long-term maintainability. Choosing the wrong approach can lead to technical debt or a loss of competitive advantage. These considerations are vital to the CDS value-creation lifecycle, as they determine the flexibility, ownership, and total cost of ownership for services delivered to customers, directly impacting the organization’s ability to respond to changing market demands.

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The number of employees currently in the IT department

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The color scheme of the vendor's user interface

Question 14

Which 'CDS' practice is primarily responsible for ensuring that a service meets the functional and non-functional requirements during the transition from development to operations?

Accepted Answer

Deployment Management. Deployment Management ensures that the service is successfully moved into the production environment. This practice bridges the gap between 'Create' and 'Deliver' by verifying that the technical components and the surrounding operational procedures are ready. It focuses on the mechanics of moving code or configurations, ensuring that the transition is smooth and that the service fulfills the agreed-upon requirements for performance, security, and reliability in the live environment.

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Service Configuration Management

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Release Management

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Problem Management

Question 15

An organization is struggling with high 'Work in Progress' (WIP) levels, leading to long lead times. Which TWO actions align with ITIL 4 CDS principles to manage and reduce WIP effectively?

Accepted Answer

Implement explicit WIP limits on Kanban boards. Reducing WIP is essential for increasing flow and reducing lead times, which are central goals in ITIL 4 CDS. By limiting the number of active tasks, teams are forced to finish current work before starting new items, which improves throughput. This approach helps identify bottlenecks and encourages a culture of completion, ensuring that value is delivered to customers faster and more reliably.

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Increase the number of team members to handle the workload

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Encourage staff to multitask to finish more projects

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Remove all documentation from the process to save time