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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

Section	Weight	Objectives
Create and develop services	25%	- Service design and development practices 1. Service components and architecture 2. Requirements definition and specification - Quality assurance and validation 1. Testing and verification 2. Service level management
Deliver and transition services	25%	- Service delivery and operational practices 1. Service operation and control 2. Service integration and management - Service transition and change management 1. Change enablement and release management 2. Deployment and implementation
Plan and build service value streams	25%	- Resource and capability management 1. Buy vs build and sourcing strategies 2. Planning and allocation - Service value system and value streams 1. Core concepts and principles 2. Designing value streams and workflows
Support and improve services	25%	- Performance measurement and improvement 1. Continual improvement practices 2. Metrics and monitoring - Service support and incident management 1. Incident and problem management 2. Service desk and request fulfilment

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q40-Q45):

NEW QUESTION # 40
A large organization has a centralized service desk, and many different teams that help to resolve incidents and manage service requests. They also use many different suppliers to support these activities.
What is the minimum number of different value streams that they need, in order to manage this work?

A. One value stream for resolving incidents, and a separate value stream for managing service requests
B. One value stream for the organization, and separate value streams for each supplier
C. One value stream for the organization, and separate value streams for each team
D. One value stream for all activity that arrives via the service desk

Answer: D

NEW QUESTION # 41
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. Engaging with a supplier to outsource tasks
B. Increasing the number of test specialists
C. Introducing continuous integration and deployment
D. Reducing the charges for less busy periods

Answer: D

NEW QUESTION # 42
An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently. What should the organization do FIRST to start to improve the situation?

A. Use value stream mapping to help understand the end-to-end flow of user support
B. Review skills and competencies of user support staff to ensure they have the required capability
C. Encourage teams to collaborate so they can focus on value for users
D. Improve the integration of tools to ensure there are no gaps between processes

Answer: A

NEW QUESTION # 43
An organization is moving from a process-based approach to a value-stream based approach for managing user issues.
Which of these activities should the organization do FIRST?

A. Identify the activities which could be improved by the use of automation
B. Consider how the service desk teams can be involved at an earlier stage in the creation of a service.
C. Understand which steps contribute least to the support of the service
D. Understand the situations in which incidents and service requests will be initiated

Answer: D

NEW QUESTION # 44
In a mature ITIL 4 practice environment, incidents are automatically generated from monitoring events, enriched with CI data from the CMDB, and routed through automated priority matrices.
Major-incident teams must be alerted based on dynamic impact thresholds, and linked knowledge articles should surface during ticket resolution. Which ONE practice is accountable for defining and governing this entire ticket lifecycle from auto-creation and CI integration to automated escalations, major-incident protocols, and closure criteria?

A. Event Management practice
B. Problem Management practice
C. Service Request Management practice
D. Incident Management practiceright

Answer: D

Explanation:
The Incident Management practice owns the complete lifecycle of unplanned service disruptions.
It defines how incidents are captured whether via user reports or automated event triggers, how CI attributes inform categorization and impact assessment, and how dynamic priority matrices drive automated escalations. It also prescribes major-incident procedures, integrates knowledge- article recommendations into the resolution workflow, and enforces closure criteria once service restoration is verified.

NEW QUESTION # 45
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