最新的 Peoplecert Certification ITIL-4-CDS 免費考試真題:

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

A) Implementing Agile practices for continuous software development
B) Automating repetitive processes using robots and AI
C) Integrating multiple suppliers in a value stream for effective service management
D) Repositioning tasks to earlier stages in the process to boost workflow efficiency

2. 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 contact a supplier and other delays. The service provider needs to involve the supplier every time a similar incident occurs again. The incident manager wants to reduce the costs and improve the timeliness of incident resolution. What is the BEST way for the incident manager to achieve this?

A) Ensure that solutions provided by the supplier are tested
B) Ensure that errors in the software that caused incidents are fixed
C) Avoid transferring incidents to an external supplier as long as possible
D) Ensure that solutions provided by suppliers are captured and shared in the support team

3. 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) Renegotiate service level targets
B) Recruit additional operations staff
C) Improve filtering of operations data
D) Improve operations team training

4. An organization wants to make some changes to individual and team objectives. The new objectives need to align to the organization's goal of anticipating the needs of its customers.
Which concept is the key element of this alignment?

A) Customer orientation
B) Shift-left
C) Organizational structure
D) The value of positive communications

5. 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?

A) Form cross-functional, product-focused teams responsible for all stages of the service lifecycleright
B) Strengthen hierarchical governance to enforce stringent SLAs between teams
C) Minimize handover points by assigning end-to-end ownership to existing departments
D) Centralize specialist skills into a single center of excellence to drive deep expertise

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