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

ITIL-4-CDS Exam Simulator
  • Exam Code: ITIL-4-CDS
  • Exam Name: ITIL 4 Specialist: Create, Deliver and Support
  • Updated: Oct 09, 2026
  • Q & A: 89 Questions and Answers
  • Peoplecert ITIL-4-CDS Q&A - in .pdf

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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

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

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

                                            Question #1

                                            An organization is moving from a process-based approach to a value-stream based approach for managing user issues.
                                            Which of these activities should the organization do FIRST?

                                            • A. Understand the situations in which incidents and service requests will be initiated
                                            • B. Consider how the service desk teams can be involved at an earlier stage in the creation of a service.
                                            • C. Understand which steps contribute least to the support of the service
                                            • D. Identify the activities which could be improved by the use of automation
                                            Reveal Solution  Discussion  0

                                            Correct Answer: A  🗳️

                                            Question #2

                                            A managed service provider manages an organization's suppliers, provides some delivery functions to the organization, and coordinates service integration and management between the organization and its suppliers. Which model is this an example of?

                                            • A. Service guardian
                                            • B. Service integration as a service
                                            • C. Single provider
                                            • D. Retained service integration
                                            Reveal Solution  Discussion  0

                                            Correct Answer: B  🗳️

                                            Question #3

                                            Which statement about collaboration is CORRECT?

                                            • A. Collaboration is most useful for standardized work
                                            • B. Collaboration can be enforced by aligning metrics between teams
                                            • C. Collaboration should be used instead of swarming or
                                            • D. Collaboration focuses on the organization's goals
                                            Reveal Solution  Discussion  0

                                            Correct Answer: D  🗳️

                                            Question #4

                                            A small food retail chain was created twenty years ago. At that time, stock management and point of sale (POS) software was developed and maintained by an internal IT team. Today the chain is using commercial software available off-the-shelf for stock management and POS. What is this situation an example of?

                                            • A. Commoditization of service components
                                            • B. Customer demand for personalized products
                                            • C. Service components lacking mass-market adoption
                                            • D. Organization-specific requirements for service functionality
                                            Reveal Solution  Discussion  0

                                            Correct Answer: A  🗳️

                                            Question #5

                                            How should roles and competencies be managed to adapt to rapid technological changes and market demands?

                                            • A. By making it easier for employees to focus on one role
                                            • B. By creating career paths dedicated to single technologies
                                            • C. By continually adapting roles to evolving organizational requirements
                                            • D. By focusing on increasing employees' technical experience
                                            Reveal Solution  Discussion  0

                                            Correct Answer: C  🗳️

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