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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

Section	Objectives
Topic 1: 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
Topic 2: 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
Topic 3: ITSM Practices in Create, Deliver and Support	- Change Enablement 1. Change control and risk assessment - Service Desk 1. User support and communication channels - Problem Management 1. Root cause analysis and prevention - Service Level Management 1. SLAs and service expectations - Incident Management 1. Incident lifecycle and resolution
Topic 4: Service Performance and Measurement	- Metrics and KPIs 1. Performance indicators alignment 2. Service level metrics - Continual improvement 1. Improvement models and practices 2. Feedback loops and reporting
Topic 5: 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. Governance and value co-creation concepts 2. Guiding principles application

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q36-Q41):

NEW QUESTION # 36
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 errors in the software that caused incidents are fixed
B. Ensure that solutions provided by suppliers are captured and shared in the support team
C. Ensure that solutions provided by the supplier are tested
D. Avoid transferring incidents to an external supplier as long as possible

Answer: B

NEW QUESTION # 37
What should an organization consider when deciding to retain or outsource specific IT services?

A. Cultural barriers and associated risks
B. Short-term cost optimization
C. Immediate staff reduction
D. Transfer of responsibility for highly tailored services

Answer: A

NEW QUESTION # 38
An organization experiences a high level of variation in the demand for its development services.
The organization has the capacity to fulfil the overall level of demand but wants to reduce the variation so that it does not have to prioritize work at peak times. Which action would BEST help the organization influence the demand for its services?

A. Increasing the number of test specialists
B. Engaging with a supplier to outsource tasks
C. Reducing the charges for less busy periods
D. Introducing continuous integration and deployment

Answer: C

NEW QUESTION # 39
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?

A. Establish a single, cross-functional Kanban board with work-in-progress (WIP) limits applied across development, operations, and support streamsright
B. Implement a RACI matrix for all migration and support activities to clarify roles, responsibilities, and approval authorities
C. Prioritize support tickets and migration tasks strictly according to their arrival time to ensure fairness
D. Conduct a detailed value stream mapping exercise to identify end-to-end process bottlenecks and handover delays

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 # 40
A service provider is struggling to meet the incident resolution objectives for some incidents.
Reports generated by the service management tools show that the resolution time is often longer than agreed in three types of situation: incident resolution requires a change to be implemented, incident resolution involves the internal software development team, incident resolution involves an external supplier. What should the service provider do to improve the situation?

A. Review the incident management practice
B. Review the change enablement practice
C. Review the incident resolution value stream
D. Review the incident resolution targets

Answer: C

NEW QUESTION # 41
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