ITIL 4 CDS BRAINS AI

Question 1

What does ITIL stand for?

Answer 1

Information Technology Infrastructure Library

Question 2

What is the primary purpose of the Create, Deliver, and Support (CDS) module in ITIL 4?

Answer 2

To provide a comprehensive understanding of how to create, deliver, and support services.

Question 3

True or False: ITIL 4 focuses solely on IT service management.

Answer 3

False

Question 4

Fill in the blank: The CDS module emphasizes the importance of ____ in service management.

Answer 4

collaboration

Question 5

Which component of the ITIL service value system (SVS) does CDS primarily focus on?

Answer 5

Service value chain

Question 6

What is the first activity in the service value chain?

Answer 6

Plan

Question 7

Multiple Choice: Which of the following is NOT a service value chain activity? A) Improve B) Deliver and Support C) Develop D) Engage

Answer 7

C) Develop

Question 8

What does the ‘Engage’ activity in the service value chain involve?

Answer 8

Interacting with stakeholders to understand their needs and expectations.

Question 9

True or False: The ‘Deliver and Support’ activity includes ensuring the service is available to users.

Answer 9

True

Question 10

What is the primary outcome of the ‘Design and Transition’ activity?

Answer 10

A service that is ready for use.

Question 11

Fill in the blank: The CDS module encourages a culture of continuous ____.

Answer 11

improvement

Question 12

What is the role of metrics in the CDS framework?

Answer 12

To measure performance and guide decision-making.

Question 13

Multiple Choice: Which principle does CDS emphasize? A) Focus on value B) Start where you are C) Keep it simple and practical D) All of the above

Answer 13

D) All of the above

Question 14

What is a key benefit of adopting the CDS practices?

Answer 14

Enhanced service quality and customer satisfaction.

Question 15

What is meant by ‘service consumption’ in the context of CDS?

Answer 15

How users access and use the services provided.

Question 16

True or False: The CDS module only applies to IT services.

Answer 16

False

Question 17

What is the significance of stakeholder feedback in CDS?

Answer 17

It helps to refine and improve services based on user experience.

Question 18

Fill in the blank: The CDS module promotes the integration of ____ and operational activities.

Answer 18

development

Question 19

What does ‘value co-creation’ refer to in the CDS context?

Answer 19

The collaborative process between service providers and consumers to create value.

Question 20

Multiple Choice: Which of the following is a key concept in CDS? A) Service relationships B) Service lifecycle C) Service automation D) All of the above

Answer 20

A) Service relationships

Question 21

What is the purpose of the ‘Improve’ activity within the service value chain?

Answer 21

To enhance services and processes continually.

Question 22

True or False: Service management practices are only for large organizations.

Answer 22

False

Question 23

What is the function of service level agreements (SLAs) in CDS?

Answer 23

To define the expected level of service between providers and consumers.

Question 24

Fill in the blank: The CDS module encourages the use of ____ to manage risks.

Answer 24

risk management practices

Question 25

What is a service desk's role in the CDS framework?

Answer 25

To act as a single point of contact for users to report issues and request services.

Question 26

Multiple Choice: Which practice is essential for incident management? A) Change control B) Service desk C) Problem management D) All of the above

Answer 26

B) Service desk

Question 27

What does the 'Deliver and Support' phase ensure?

Answer 27

That services are delivered effectively and efficiently to users.

Question 28

True or False: Continuous improvement is an optional practice in CDS.

Answer 28

False

Question 29

What is the role of automation in the CDS practices?

Answer 29

To streamline processes and reduce manual effort.

Question 30

Fill in the blank: CDS emphasizes the importance of ____ for effective service delivery.

Answer 30

communication

Question 31

What is the outcome of effective service management according to CDS?

Answer 31

Increased customer satisfaction and trust.

Question 32

Multiple Choice: Which of the following is a common challenge in service delivery? A) Lack of resources B) Poor communication C) Undefined processes D) All of the above

Answer 32

D) All of the above

Question 33

What is the role of knowledge management in the CDS framework?

Answer 33

To ensure that information is shared and available to support decision-making.

Question 34

True or False: The CDS module promotes a reactive approach to service management.

Answer 34

False

Question 35

Fill in the blank: In CDS, ____ is necessary for identifying and resolving service issues.

Answer 35

problem management

Question 36

What is the purpose of a change control process in CDS?

Answer 36

To manage changes to services in a controlled manner.

Question 37

Multiple Choice: Which practice helps in understanding the root cause of incidents? A) Change control B) Incident management C) Problem management D) All of the above

Answer 37

C) Problem management

Question 38

What is the significance of service continuity management in CDS?

Answer 38

To ensure that services can be restored quickly after a disruption.

Question 39

True or False: All service management practices can be applied in isolation.

Answer 39

False

Question 40

Fill in the blank: The CDS framework supports ____ decision-making.

Answer 40

data-driven

Question 41

What is the role of a service catalog in the CDS framework?

Answer 41

To provide a comprehensive list of available services to users.

Question 42

Multiple Choice: Which of the following describes an effective service provider? A) Focused on technology B) Customer-centric C) Reactive D) Isolated

Answer 42

B) Customer-centric

Question 43

What does the term 'service value' refer to in the context of CDS?

Answer 43

The benefits that a service provides to stakeholders.

Question 44

True or False: Stakeholder engagement is not necessary in the CDS framework.

Answer 44

False

Question 45

Fill in the blank: The CDS module encourages ____ to enhance service delivery.

Answer 45

innovation

Question 46

What is the significance of service performance monitoring in CDS?

Answer 46

To ensure that services meet defined performance standards.

Question 47

Multiple Choice: Which practice is crucial for managing service requests? A) Service desk B) Change control C) Knowledge management D) All of the above

Answer 47

A) Service desk

Question 48

What is the role of feedback loops in the CDS framework?

Answer 48

To facilitate continuous improvement based on user experiences.

Question 49

True or False: The CDS module is only applicable to IT service providers.

Answer 49

False