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

  • Exam Code: Peoplecert
  • Exam Name: ITIL 4 Specialist: Create, Deliver and Support
  • Updated: Sep 29, 2026
  • Q & A: 89 Questions and Answers

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Peoplecert ITIL-4-CDS Exam Syllabus Topics:
SectionObjectives
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
          Team Collaboration and Shift-Left Approach- Shift-left principles
          • 1. Knowledge management empowerment
            • 2. Early resolution of incidents
              - Collaborative practices
              • 1. Agile and DevOps integration
                • 2. Cross-functional teamwork
                  Service Performance and Measurement- Continual improvement
                  • 1. Improvement models and practices
                    • 2. Feedback loops and reporting
                      - Metrics and KPIs
                      • 1. Service level metrics
                        • 2. Performance indicators alignment
                          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
                                  ITSM Practices in Create, Deliver and Support- Change Enablement
                                  • 1. Change control and risk assessment
                                    - Service Level Management
                                    • 1. SLAs and service expectations
                                      - Service Desk
                                      • 1. User support and communication channels
                                        - Problem Management
                                        • 1. Root cause analysis and prevention
                                          - Incident Management
                                          • 1. Incident lifecycle and resolution
                                            Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:
                                            Question #1

                                            What is the goal of the `shift-left' approach?

                                            • A. Repositioning tasks to earlier stages in the process to boost workflow efficiency
                                            • B. Implementing Agile practices for continuous software development
                                            • C. Integrating multiple suppliers in a value stream for effective service management
                                            • D. Automating repetitive processes using robots and AI
                                            Reveal Solution  Discussion  0

                                            Correct Answer: A  🗳️

                                            Question #2

                                            A service provider is struggling to ensure timely incident resolution. The reports show that the majority of incidents that can be resolved without implementing a change are resolved on time.
                                            However, if an incident resolution requires a change, it is almost never implemented within the agreed incident resolution time. What is the BEST approach for the service provider to improve the situation?

                                            • A. Review the change authorization procedures
                                            • B. Review the incident management process
                                            • C. Review the incident resolution targets
                                            • D. Review the incident resolution value stream
                                            Reveal Solution  Discussion  0

                                            Correct Answer: D  🗳️

                                            Question #3

                                            A user has logged an incident saying that transactions via the company website are very slow.
                                            The service desk team does not have the skills needed to investigate this. There are many different teams that this could be escalated to, including a web server team, an application team, an infrastructure team, and a performance management team.
                                            Which is the BEST approach for the service desk to use for escalating this incident?

                                            • A. Escalate to the performance management team, who will then escalate to a different team if needed
                                            • B. Follow the predefined procedure for investigating web performance incidents
                                            • C. Declare a major incident and start the major incident management procedure
                                            • D. Use swarming to involve people from multiple different teams in the investigation
                                            Reveal Solution  Discussion  0

                                            Correct Answer: B  🗳️

                                            Question #4

                                            A software development company wants to improve its service delivery by implementing a value stream for a new service creation. The company aims to balance speed and quality of service delivery. How should the company structure its value stream to meet this objective?

                                            • A. Use comprehensive complex simulations to test the workflow
                                            • B. Define and optimize an individual value stream for each team involved in service creation
                                            • C. Enable variance of quality and cost of services
                                            • D. Integrate feedback loops and escalation mechanisms in the workflow
                                            Reveal Solution  Discussion  0

                                            Correct Answer: D  🗳️

                                            Question #5

                                            A service provider involves suppliers to resolve incidents related to third-party software.
                                            Resolution of such incidents typically takes longer because of the time required to contact a supplier and other delays. The service provider needs to involve the supplier every time a similar incident occurs again. The incident manager wants to reduce the costs and improve the timeliness of incident resolution. What is the BEST way for the incident manager to achieve this?

                                            • A. Ensure that solutions provided by suppliers are captured and shared in the support team
                                            • B. Ensure that errors in the software that caused incidents are fixed
                                            • C. Avoid transferring incidents to an external supplier as long as possible
                                            • D. Ensure that solutions provided by the supplier are tested
                                            Reveal Solution  Discussion  0

                                            Correct Answer: A  🗳️

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