Peoplecert ITIL-4-CDS Exam Questions : 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&As: 89 Questions and Answers

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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

Section	Objectives
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
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
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 Level Management 1. SLAs and service expectations - Service Desk 1. User support and communication channels
Organizational Structure and Service Value System	- Service value chain integration 1. Design and transition considerations 2. Plan, improve, engage activities - 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

In ITIL 4, which practice is primarily responsible for defining, assessing and developing the roles, competencies and capabilities needed for effective service value streams?

A. Organizational change management practice
B. Service desk practice
C. Continual improvement practice
D. Workforce and talent management practiceright

Reveal Solution Discussion 0

Correct Answer: D 🗳️

Question #2

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

Reveal Solution Discussion 0

Correct Answer: A 🗳️

Question #3

An enterprise delivers a new multi-region, container-based service every two weeks.
Deployments span private data centers and multiple public clouds, require database schema changes, feature-flag updates, and real-time rollback capabilities. Failures in any stage risk data loss, security gaps or customer outages. Which ONE practice should own the end-to-end orchestration, automation and governance of these deployments to ensure consistency, traceability and rapid recovery?

A. Release Management practice
B. Infrastructure and Platform Management practice
C. Change Enablement practice
D. Deployment Management practiceright

Reveal Solution Discussion 0

Correct Answer: D 🗳️

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

Question #4

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

Reveal Solution Discussion 0

Correct Answer: A 🗳️

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

Question #5

Which of the following involves consideration of the skills and availability of both internal and external resources?