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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Create and develop services25%- Service design and development practices
  • 1. Requirements definition and specification
    • 2. Service components and architecture
      - Quality assurance and validation
      • 1. Testing and verification
        • 2. Service level management
          Topic 2: Plan and build service value streams25%- Service value system and value streams
          • 1. Designing value streams and workflows
            • 2. Core concepts and principles
              - Resource and capability management
              • 1. Buy vs build and sourcing strategies
                • 2. Planning and allocation
                  Topic 3: Deliver and transition services25%- Service transition and change management
                  • 1. Deployment and implementation
                    • 2. Change enablement and release management
                      - Service delivery and operational practices
                      • 1. Service integration and management
                        • 2. Service operation and control
                          Topic 4: Support and improve services25%- Service support and incident management
                          • 1. Incident and problem management
                            • 2. Service desk and request fulfilment
                              - Performance measurement and improvement
                              • 1. Metrics and monitoring
                                • 2. Continual improvement practices

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                                  Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q76-Q81):

                                  NEW QUESTION # 76
                                  A service has been in use for a number of years, and is not being developed or updated.
                                  Customers are not happy because they think that the applications that support the service are missing important functionality.
                                  Which practice is most likely to identify this issue and initiate improvement actions?

                                  Answer: A


                                  NEW QUESTION # 77
                                  An internal service provider of a charity foundation wants to ensure that all queries coming from users and customers are processed within the agreed time. Records show that the flow of incoming queries is uneven; the teams processing the queries may be overwhelmed one day and have idle capacity on another. What is the BEST way for the service provider to ensure timely processing of all queries?

                                  Answer: D


                                  NEW QUESTION # 78
                                  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?

                                  Answer: C


                                  NEW QUESTION # 79
                                  An organization has many team members who work independently and spend time on the work which interests them the most.
                                  Which recommendation is MOST applicable to this situation?

                                  Answer: D


                                  NEW QUESTION # 80
                                  A global IT service provider is migrating several mission-critical legacy applications to a cloud- native platform while its support team struggles with a growing backlog of incident and service requests. Development, operations, and support each maintain separate work queues, resulting in duplicated effort, handover delays, and unclear task priorities. As the Service Delivery Lead, which ONE of the following actions would MOST effectively coordinate and prioritize work across all teams to ensure smooth migration and timely support?

                                  Answer: A

                                  Explanation:
                                  A unified Kanban board with WIP limits visualizes all incoming work, highlights interteam dependencies, enforces flow control, and prevents any one queue from becoming overloaded.
                                  This approach drives collaboration, reduces handover delays, and makes prioritization transparent across development, operations, and support.


                                  NEW QUESTION # 81
                                  ......

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