Peoplecert ITIL 4 Specialist: Create, Deliver and Support : ITIL-4-CDS

  • Exam Code: ITIL-4-CDS
  • Exam Name: ITIL 4 Specialist: Create, Deliver and Support
  • Updated: Oct 13, 2026
  • Q & A: 89 Questions and Answers

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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionObjectives
Topic 1: Team Collaboration and Shift-Left Approach- Collaborative practices
  • 1. Agile and DevOps integration
    • 2. Cross-functional teamwork
      - Shift-left principles
      • 1. Knowledge management empowerment
        • 2. Early resolution of incidents
          Topic 2: Value Streams and Service Delivery- Workflow optimization
          • 1. Eliminating waste in processes
            • 2. Lean principles in service delivery
              - Value stream mapping
              • 1. Incident-to-resolution value streams
                • 2. Design-to-transition value streams
                  Topic 3: Service Performance and Measurement- Metrics and KPIs
                  • 1. Performance indicators alignment
                    • 2. Service level metrics
                      - Continual improvement
                      • 1. Feedback loops and reporting
                        • 2. Improvement models and practices
                          Topic 4: Organizational Structure and Service Value System- ITIL Service Value System (SVS)
                          • 1. Governance and value co-creation concepts
                            • 2. Guiding principles application
                              - Service value chain integration
                              • 1. Design and transition considerations
                                • 2. Plan, improve, engage activities
                                  Topic 5: ITSM Practices in Create, Deliver and Support- Service Desk
                                  • 1. User support and communication channels
                                    - Service Level Management
                                    • 1. SLAs and service expectations
                                      - Incident Management
                                      • 1. Incident lifecycle and resolution
                                        - Change Enablement
                                        • 1. Change control and risk assessment
                                          - Problem Management
                                          • 1. Root cause analysis and prevention

                                            Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:

                                            Question #1

                                            An organization wants to encourage its employees to suggest improvements to its practices.
                                            However, employees are reluctant to suggest improvements because their suggestions have been ignored in the past. The employees do not trust their managers to be open and transparent.
                                            Which concept should be applied to overcome this challenge?

                                            • A. Shift-left
                                            • B. Working with a customer-oriented mindset
                                            • C. A continual improvement culture
                                            • D. Workforce planning and management
                                            Reveal Solution  Discussion  0

                                            Correct Answer: C  🗳️

                                            Question #2

                                            Which is often included in an Agile approach to software development?

                                            • A. CI/CD
                                            • B. Information models
                                            • C. Advanced analytics
                                            • D. Integrated service management toolsets
                                            Reveal Solution  Discussion  0

                                            Correct Answer: A  🗳️

                                            Question #3

                                            An organization uses value streams to help them deliver consistent services, and they use
                                            `service integration and management' to manage many different suppliers. How does `service integration and management' work with the organization's value streams?

                                            • A. 'Service integration and management' creates a separate value stream for each supplier
                                            • B. 'Service integration and management' manages multiple suppliers in a single value stream
                                            • C. Service integration and management' is independent of the organization's value streams
                                            • D. Service integration and management' cannot be used in an organization that uses value streams
                                            Reveal Solution  Discussion  0

                                            Correct Answer: B  🗳️

                                            Question #4

                                            An organization has received complaints from customers regarding incident resolution times. The organization is using value stream mapping to visualize the activities involved in restoring service following an outage. The team has designed an optimized flow that begins with the incident being generated by a monitoring tool, and ends when service is restored. Leadership is concerned that this approach has failed to provide the insight needed to reduce delays. Which is the BEST action this team can take to address leadership's concern?

                                            • A. Compare the map to actual activities
                                            • B. Determine where work is sitting in queues
                                            • C. Introduce additional sources of demand
                                            • D. Automate repeatable work activities
                                            Reveal Solution  Discussion  0

                                            Correct Answer: A  🗳️

                                            Question #5

                                            A service desk team acts as a single point of contact for its users. Service desk team members are the first-line support; however, if they are unable to resolve the incidents, they are escalated to second-line support. This tiered support structure has resulted in large queues of unresolved tickets. Which concept or approach would help the organization resolve this situation?

                                            • A. Advanced analytics
                                            • B. Results-based measurement
                                            • C. Outsourcing
                                            • D. Swarming
                                            Reveal Solution  Discussion  0

                                            Correct Answer: D  🗳️

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