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

  • Exam Code: ITIL-4-CDS
  • Exam Name: ITIL 4 Specialist: Create, Deliver and Support
  • Updated: Oct 04, 2026
  • Q & A: 89 Questions and Answers

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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionObjectives
Topic 1: Prioritization and Work Management- Work planning and prioritization
  • 1. Backlog management
  • 2. Capacity and demand management
Topic 2: Information and Technology- Supporting technologies
  • 1. Service management technologies
  • 2. Automation and tool integration
Topic 3: Create, Deliver and Support Practices- Service performance and quality
  • 1. Monitoring and measurement
  • 2. Continual improvement
- Supporting management practices
  • 1. Service desk
  • 2. Knowledge management
  • 3. Problem management
  • 4. Change enablement
  • 5. Incident management
Topic 4: Organizational Structure and Teams- Team culture and collaboration
  • 1. Team capabilities and competencies
  • 2. Workforce planning and development
Topic 5: Introduction to Create, Deliver and Support- Core concepts of service value streams
  • 1. Value streams and workflows
  • 2. Service value system integration
Topic 6: Value Stream Design and Development- Designing service value streams
  • 1. Service design considerations
  • 2. Customer journey mapping

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

Question #1

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 the team can take to address leadership's concern?

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

Correct Answer: C  🗳️

Question #2

An organization wishes to acquire a service from a supplier in a different country but with similar working hours.
Which sourcing model should they use?

  • A. Offshoring
  • B. Onshoring
  • C. Insourcing
  • D. Nearshoring
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

Question #3

Which concept focuses on understanding the different levels within systems and ensuring that multiple systems are aligned and unified when designing services?

  • A. ICI/CD
  • B. Integration and data sharing
  • C. Robotic process automation
  • D. Customer orientation
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

Question #4

An organization plans to launch a global, cloud-native analytics service that integrates data from multiple regions, adheres to diverse compliance mandates, and scales dynamically with usage.
During the value-stream's Design and Transition phase, which practice is chiefly responsible for creating the service design package detailing service architectures, policies, metrics, and operational models and ensuring it aligns with stakeholder requirements across all four dimensions of service management?

  • A. Service Level Management Practice
  • B. Service Design practiceright
  • C. Relationship Management practice
  • D. Information Security Management Practice
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

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Question #5

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. Review and automate filtering of operations data
  • B. Renegotiate service level targets
  • C. Recruit and train additional operations staff
  • D. Improve operations team training
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

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