CDS practice questions

An organization is documenting its value streams to help communication and collaboration. Which is an example of a complete value stream? (2-16)

'Provision user with a new phone', which starts with the user demand for a new phone and ends with value for the phone supplier and for the user

Which TWO are reasons why an organization would choose to buy a product from a supplier instead of building it in house? 1. The organization's processes for creating the product are immature 2. The work required to create the product is predictable and repetitive 3. The creation of the product relies on knowledge held by the organization's staff 4. The compliance to standards and policies is essential (2-11)

1 and 2

Which TWO are the possible sources of demand for a value stream to restore a live service? 1. Someone is unable to log into their user account for the service 2. A monitoring tool detects a service failure 3. The service desk calls a user to provide a status update for an incident 4. A user provides feedback to the incident manager when an incident is closed (1-20)

1 and 2

An organization has a large population of employees who are near retirement age. The organization is concerned that these employees' experience will be lost when they leave the organization.In the context of the socialization, externalization, combination, internalization (SECI) model, which TWO approaches should this organization take? 1. Convert the employees' tacit knowledge to explicit knowledge 2. Ensure that vendor solutions are available as knowledge articles 3. Convert the employees' explicit knowledge to tacit knowledge 4. Transfer the employees' explicit knowledge to others in the organization (2-31)

1 and 4

Which is the BEST example of team collaboration? (1-2)

Working together to achieve a shared organizational objective

What technology is PRIMARILY used to examine and transform data in order to make predictions and generate recommendations? (1-15)

Advanced analytics

An IT team in a large multinational organization wants to document the work they do by using value streams. What should they do FIRST? (2-9)

Agree on the appropriate level of detail and perspective describing the value stream

An IT department has limited staff available for fulfilling service requests. Additional staff are not available and the organization wants to implement a short-term solution to manage demand during busy periods. Which is the BEST method they could use to manage demand? (2-33)

Agree that requests received after 1pm will not be processed until the following day

An organization uses internal and external development teams that collaborate effectively to produce new and upgraded services. When the changes are released, users complain that the service desk staff are often not aware of the changes, and that any support issues relating to the changes take a long time to resolve. What would prevent this situation from occurring in the future? (1-37)

During the development phase, engage the support staff who are involved in the value stream for the service

Which will help create a good team culture? (2-36)

Ensuring team members understand their roles and how they fit with the organization's objectives

Which is a key aspect of collaboration and workflow? (1-19)

Ensuring that interactions are designed with an understanding of the human behavior involved in each step

An organization is developing a value stream for maintaining and improving a service and is planning the involvement of the 'service validation and testing' practice. It is critical that updates do not affect the reliability of the service. Functional tests will be included in all test phases and these have already been added to the plan. Which 'service validation and testing' activity is missing from this plan? (2-30)

Ensuring that requirements are fully understood

What is a challenge when applying a 'shift-left' approach? (1-23)

Ensuring that staff have the necessary skills to perform the new activities given to them

An organization has a value stream for the creation of new services. The value stream is initiated by the customer requirements and ends with the applications being ready for deployment. Customers have complained that they have to wait too long for the services. Which is the BEST way to improve the value stream? (2-1)

Extend the scope of the value stream to include the steps needed to make the service available to users

An organization is designing a value stream for the restoration of live service to a user. They have agreed that the value stream will be initiated by a request from a user, and documented the steps through to restoration of the service. What should they do next? (2-37)

Identify the value chain activities related to the value stream steps

An organization wants to create a consolidated set of requirements from its stakeholders for a new tool. The organization is in the process of rating and prioritizing each requirement to determine the importance of each one. Which concept or approach would BEST assist the organization in making these decisions? (2-7)

MoSCoW

An organization has selected a vendor based in a country far away from the organization's principal country. Which is this an example of? (2-6)

Offshoring

A user logged an incident using chat, and was put through to a service desk agent on the phone. The agent asked all the same questions that the user had already provided answers to by chat. What tool or technique would BEST help to avoid this situation? (2-12)

Omnichannel communications

An organization has received feedback from users that their experience when creating tickets for incidents and service requests is impersonal. Which is the BEST improvement to make in response to this feedback? (2-5)

Reduce the visibility of systems and records to create an intuitive front-end experience

An organization wants to ensure that the introduction of new services is as smooth as possible. Some of the key activities it has identified are: educating support teams with lessons from development and testing; preparing self-service knowledge articles for users; and making development team members available in case there are any issues immediately after go-live. Which practice is the MOST important for these activities?(1-35)

Release management

An organization is working with its partners to develop a proof of concept for a new service. The proof of concept will enable the organization to collect fast feedback from the customer and to verify the customer's requirements. Which concept is being applied? (2-27)

Shift-left

Which approach enables a greater proportion of incidents to be resolved by frontline staff, rather than by second-line staff? (2-18)

Shift-left

An organization that has a hierarchical structure is reviewing its project management practice and is considering the various ways to introduce a new or changed service. Which is an advantage of an agile approach in this situation? (1-30)

The focus on increasing speed to market and making changes that align to business objectives

An organization measures the performance of its service desk staff by the number of incidents they resolve, and the average time taken to resolve incidents. Which is the BEST additional measurement for the service desk staff? (2-23)

The quality of incident records completed by each member of staff

What does the performance of a supervised machine-learning system depend on? (1-31)

The quality of training

An organization would like to apply the 'focus on value' guiding principle to the 'service level management' practice. Which is the BEST way to do this? (1-36)

Understand how users interact with the service and how this contributes to achieving their goals

An organization is reviewing the way it handles its requirements for new projects. Which is an example of an 'outside in' approach? (1-38)

Understanding the customer's view of the new or changed services, and tracking project deliverables against customer requirements

An organization intends to improve the quality of support of its services. It recognizes that someways of working are not focused on creating value. Which is an example of a working practice which the organization should STOP? (2-21)

Using the response and fix times from the organization's hardware vendor to drive incident resolutions times for customers

Under which circumstances should an organization build, instead of buy, software? (1-22)

When the solution is not commercially available and the organization has internal resources which can be applied to provide a quantifiable competitive advantage

An organization has allocated budget to an initiative to improve the productivity of staff by providing a new mobile application. There are no existing designs, but there is a long list of desired features which has recently been collected from a broad survey of the staff. It will not be possible to deliver all of the requests in a suitable time frame. Which approach would be BEST aligned to the 'design thinking' methodology at this initial 'empathy' stage? (1-11)

Visit and observe a varied selection of staff members to understand their concerns and issues

An organization manages the support of its services by using established procedures. However, there have been many complaints from support staff that these established procedures prevent them from being creative when resolving complex incidents. Which approach would help to improve this situation? (2-13)

Heuristic tasks

An organization is experiencing delays to incident resolutions because there is a lack of clarity about escalation paths among support teams. These delays sometimes cause the organization to lose a lot of money. The organization has decided to investigate the activities involved in incident resolution, and to produce a flow of activities which are connected from the time a disruption occurs until a resolution has been identified. Which concept is this an example of? (1-4)

A Value stream

Which is an example of swarming? (2-14)

A group of developers convene to decide who is best to resolve a specific coding problem

What is ESSENTIAL for effective collaboration between two teams? (2-2)

A high level of trust between the teams

An organization has established a continual improvement register and a simple process for collecting employee feedback. Over time, the organization has found that its employees have become hesitant to suggest improvements. Which is MOST LIKELY the reason for the employees' hesitation? (2-8)

A lack of transparency into how ideas are reviewed and acted upon

When verifying that an incident has been resolved, which is an example of value as perceived by a user? (1-12)

A quick restoration of an electronic payment system, enabling customers to be served with minimal disruption

An organization is struggling to respond to and resolve incidents in accordance with business needs and expectations. High-priority incidents are often ignored because low-priority incidents can be easier and quicker to solve. What would MOST improve this situation? (1-25)

A triage system

An organization is designing a value stream to provide user support. People from several internal and external teams, who will potentially be involved in the value stream, are discussing its design. The discussion highlighted different opinions on the design of the value stream. Which statement about the design of the value stream is MOST CORRECT? (1-1)

A value stream can include steps performed by different internal and external teams

Which concept helps organizations to understand the structure of, and relationships between,their business and technology services? (1-26)

An information model

Which is an example of how the 'problem management' practice contributes to a value stream for user support? (2-32)

Analyzing the details of closed incidents after a major release to understand the symptoms

An organization performs many activities related to reactive problem identification. It wants to put more emphasis on proactive problem identification. Which is an example of an activity that the organization should focus on? (1-3)

Holding discussions with a hardware supplier to understand the product errors in the next upgrade

How does 'design thinking' recommend that initial user requirements for a new service should be established? (2-20)

By watching users as they carry out their normal work

A start-up organization has introduced new ways of working in its projects. Project team members are now encouraged to give feedback on actions rather than people to establish a 'no-blame' culture, and to ensure that communication is honest and respectful. Which concept has been applied by the start-up? (1-33)

Collaboration

An organization has released a major upgrade to one of its applications and is experiencing large volumes of incidents as a result. Which is an example of how the 'service desk' practice could contribute to the value stream for supporting the incidents? (1-28)

Communicating with users to update them on the status of incidents which they have raised

An organization has experienced many changes to its IT environments, such as some services being moved to the public cloud and other services being implemented and changed by automated pipelines. The organization is concerned about how its 'change enablement' practice should operate for new services. Which is the BEST approach to take? (2-26)

Consider how the approaches to change enablement will need to vary for the different types of environment

An organization has automated most of its activities to create and change its products and services, but it still has a final manual check before releasing software to the live environment. Which approach is this an example of? (1-40)

Continuous delivery

An organization wants to introduce a new service. There are many teams that will contribute to the design, development and transition of the service. Which approach should the organization follow when creating a value stream for this new service? (1-9)

Create one value stream for the entire project, to enable an end-to-end, holistic vision of the service

A service provider is planning to provide a new set of cloud based hosting services to external users. The service provider is developing a workforce planning strategy and has already identified: • the emerging technologies required by the hosting services • the leadership and organizational changes required Which other consideration should be included in the strategy? (2-38)

Create role profiles for new staff including required skills and knowledge sets to enable recruitment

An organization has noticed that the number of changes which have failed has increased during the last few months. The feedback from many of the reviews of these changes shows that some of the relevant stakeholders were not consulted at any time during the development cycle, during which there have been some formal advisory meetings. Which approach would BEST help to improve this situation? (1-6)

Define the stakeholder roles required to be involved in the different types of change, and review opportunities to invest in automation to reduce the dependency on formal meetings

An organization wants to ensure that its vendors fulfill the responsibilities defined in their contracts as they deliver, stage and install IT equipment in a new building. This includes ensuring that the status of the equipment and any related documentation is captured in the organization's configuration management system. What would MOST help the vendors to fulfill their responsibilities? (2-25)

Deployment models

Which is a characteristic of CI/CD? (2-19)

Frequent changes of code for the production environment

What form of organizational structure arranges resources based on control, lines of authority or technical domain? (2-15)

Functional structure

Which is part of applying the 'shift-left' approach? (2-24)

Merging highly interdependent tasks

Which sourcing model involves an organization using its own staff and infrastructure? (1-17)

Insourcing

Which tool is MOST likely to be used to automate workflows, as well as communicate with stakeholders? (2-3)

Integrated service management toolset

An organization has undergone an audit to evaluate the effectiveness and efficiency of its practices. The audit findings state that the organization wastes a lot of time and effort in resolving incidents when the solution is known to another team. The organization does not ensure that lessons learned from employees, who are leaving the business soon, are transitioned to other employees. The audit also found that the same types of mistakes regularly occur. Which ITIL practice would help the organization to overcome these issues? (1-18)

Knowledge management

Which competency profile is required by an individual who has been asked to motivate others to adopt the new ways of working required to support the organization's goals? (1-24)

Leader

A service uses many different servers, and it can continue to operate when some of them have failed. One server has failed, with no impact on services, and a technician is working to restore the server to normal operations. How should the technician document the work they are doing? (2-22)

Log an incident, because the server has failed and needs to be restored

An organization uses escalation procedures as part of its 'incident management' practice. Each incident follows a defined escalation path. If the initial resolution group is unable to diagnose or resolve the incident, then it is transferred to a new resolution group. The initial resolution group is not aware of the workload that the new resolution group has. Users have complained that incidents take a long time to resolve when they are escalated. Which approach or concept would BEST help to resolve this situation? (1-14)

Managing work as tickets

An organization's application development team has too much development work for them to complete. In addition to this, the team members are also frequently asked to help resolve incidents and assist operations teams by explaining elements of an application's performance. Which concept would help to overcome the challenge of interruptions to the application development team's work? (1-8)

Managing work as tickets

A financial organization is developing a new mobile app. There are many stakeholders who cannot agree on what features are needed. What development approach is MOST appropriate for this situation? (2-35)

Parallel experimentation

An organization prioritizes incidents as high, medium or low so that it can decide the order of resolving incidents. The organization always resolves high-priority and medium-priority incidents before low-priority incidents, which sometimes means that low-priority incidents are never resolved. The organization has received complaints from users with low-priority incidents because of the long resolution times. Which is the BEST approach for the organization to take to resolve this situation? (1-7)

Periodically examine the outstanding low-priority incidents and escalate incidents where necessary

Which focuses on listening to and acknowledging customers and their needs? (2-34)

Positive communications

An organization has development teams which respond to requests for change to their applications. The requests have a range of urgency levels. The development teams have realized that low-priority requests take a very long time to be resolved because there are always higher priority requests. Which concept would BEST help to address this situation? (1-34)

Prioritizing work

A support team has deployed a fix for an incident and is verifying that it has been resolved. Which is an example of the value stream contribution made by the 'service level management' practice at this step in the value stream? (2-17)

Providing information to assess sufficiency of the achieved service level

An organization has reviewed the way it assesses the performance of its internal IT teams. It has decided that the IT teams need to be more focused on customers, and it has assigned the teams new targets to reflect this change. For example, the IT teams now have targets relating to the business impact caused by IT failures, and customer satisfaction with the IT teams' work and behaviour. Which approach is being demonstrated by these examples? (1-16)

Results-based measuring and reporting

An organization releases service upgrades in response to changing market demand. The market demand needs to be fulfilled quickly to capture market value. Some members of the product team believe that some tests can be skipped because of the need to release quickly. Other team members believe that everything should be tested carefully, therefore they have proposed increasing the number and scope of tests. Which is the BEST approach to resolve this situation? (1-39)

Review the testing strategy, considering the probability and impact of failures to define what should be tested

Which concept assists with the automation of processes which are repetitive, high-volume, and based on simple decision-making rules? (2-39)

Robotic process automation

What provides value to an organization by ensuring that there is end-to-end management for the organization's suppliers through a single entity? (1-21)

Service integration and management

Which concept enables organizations to coordinate and combine activities from multiple suppliers in a value stream? (2-4)

Service integration and management

Which concept refers to the management of IT delivery and value chains by a single entity that coordinates the various suppliers? (1-5)

Service integration and management

Which step in building a 'shift-left' approach involves the activities of communicating the benefits to stakeholders, and sharing the approach with them? (1-27)

Set up the improvement initiative

An organization has decided to move some of its testing activities to earlier phases in the software development life cycle. Which concept has the organization applied? (1-29)

Shift-left

An organization is documenting value streams for the first time. How should the organization put together a value stream for the resolution of an incident which affects users? (2-28)

Start with incident detection and work through the steps until restoration of service

A service desk team uses a collaboration tool to work with subject matter experts (SMEs). The tool notifies relevant SMEs that their assistance is needed. The team can then collaborate with the responding SMEs in real time to resolve incidents more quickly. What is this an example of? (2-10)

Swarming

A support team uses weighted shortest job first (WSJF) to prioritize their work. Which task should they work on next?

Task 3: Cost of delay = £100 per hour, Time to complete = 1 hour

An organization has set up an 'ideas' page on an internal website and is encouraging its employees to experiment with different working methods when they experience issues that prevent the achievement of outcomes. Which concept is involved in these changes? (1-10)

The culture of continual improvement

Which concept is concerned with creating good working relationships with other people by considering their intellectual and emotional needs? (1-13)

The value of positive communications

Which statement about employee surveys is CORRECT? (1-32)

They are conducted at several levels formally and informally