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

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

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

                                            Question #1

                                            Sunrise Bank reorganized its customer support function into cross-functional, end-to-end value- stream teams that include service desk analysts, incident responders, problem managers, and change coordinators. After three months, teams still dispute task priorities, handoff delays persist, and customer satisfaction scores vary widely. According to ITIL 4 principles and the four dimensions of service management, which ONE action should leadership prioritize to establish clear accountability, align objectives, and improve collaboration?

                                            • A. Implement strict, role-based SLAs for every handoff between functional specialties, with automated escalation on breach
                                            • B. Rotate members through each functional specialty on a one-month cycle to broaden individual skill sets
                                            • C. Collaboratively develop a team charter that defines end-to-end value-chain responsibilities, shared outcome-focused KPIs, and decision-making guidelinesright
                                            • D. Institute weekly facilitated stand-up meetings for each value-stream team to review progress and reassign tasks
                                            Reveal Solution  Discussion  0

                                            Correct Answer: C  🗳️

                                            Explanation: Only visible for RealExamFree members. You can sign-up / login (it's free).

                                            Question #2

                                            An internal service provider has made the service desk a single point of contact for all user queries, including incidents, service requests, complaints, and compliments. To ensure a fair allocation of the service desk resources, a common rule for processing all incoming queues has been agreed: "first in, first out." It has soon become apparent that some incidents reported by users spend too much time waiting to be processed and triaged by the service desk. This leads to delayed incident resolution and negative business impact. What is the BEST way to improve the situation?

                                            • A. Recommend users to submit queries well in advance to ensure timely processing
                                            • B. Prioritize incoming queries based on their type and associated urgency
                                            • C. Implement separate service desks for incident and service requests
                                            • D. Increase the number of service desk agents to process the incoming queries faster
                                            Reveal Solution  Discussion  0

                                            Correct Answer: B  🗳️

                                            Question #3

                                            A software development company wants to transition from a traditional working model to one focused on innovation and adaptability. The management has recognized a need to support changes in the mindset among employees, particularly those accustomed to the traditional approach. However, the management has encountered resistance from long-standing employees who are accustomed to traditional methods. What strategy should the company adopt to effectively facilitate this cultural shift?

                                            • A. Have leaders actively demonstrate and promote innovative practices
                                            • B. Base performance evaluations solely on the number of innovative ideas generated
                                            • C. Introduce rules for innovation and adaptability across all teams
                                            • D. Limit the cultural shift initiatives to only the newer employees
                                            Reveal Solution  Discussion  0

                                            Correct Answer: A  🗳️

                                            Question #4

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

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

                                            Correct Answer: B  🗳️

                                            Question #5

                                            An internal service provider of a large retail organization is working on a major update of the self- checkout terminals used in the supermarkets. The update includes new hardware, software, and integration with a new card payment system. How should the service provider ensure that the update is sufficiently tested?

                                            • A. Delegate to the vendor testing of the terminals and the card payment system
                                            • B. Include user experience and perception in the scope of testing and involve multiple teams
                                            • C. Limit testing to the pre-agreed technical criteria and use a dedicated team of testers
                                            • D. Focus testing solely on user experience and delegate it to operational teams
                                            Reveal Solution  Discussion  0

                                            Correct Answer: B  🗳️

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