Peoplecert ITIL-4-CDS Exam Questions - Pass With Confidence!

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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionObjectives
Value Stream Design and Development- Designing service value streams
  • 1. Customer journey mapping
  • 2. Service design considerations
Create, Deliver and Support Practices- Service performance and quality
  • 1. Monitoring and measurement
  • 2. Continual improvement
- Supporting management practices
  • 1. Change enablement
  • 2. Knowledge management
  • 3. Incident management
  • 4. Problem management
  • 5. Service desk
Organizational Structure and Teams- Team culture and collaboration
  • 1. Team capabilities and competencies
  • 2. Workforce planning and development
Introduction to Create, Deliver and Support- Core concepts of service value streams
  • 1. Value streams and workflows
  • 2. Service value system integration
Information and Technology- Supporting technologies
  • 1. Automation and tool integration
  • 2. Service management technologies
Prioritization and Work Management- Work planning and prioritization
  • 1. Capacity and demand management
  • 2. Backlog management

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Valid ITIL-4-CDS Exam Syllabus | ITIL-4-CDS Reliable Exam Pattern

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q21-Q26):

NEW QUESTION # 21
Which concept is commonly applied to help organizations process and interpret unstructured text, with the aim to produce summaries or translations?

Answer: B


NEW QUESTION # 22
Which statement about collaboration is CORRECT?

Answer: D


NEW QUESTION # 23
In a fully automated ITIL 4 environment, tickets are created from event-stream alerts, enriched with CI-DB data, categorized by ML engines, surface contextual knowledge-article suggestions, and even trigger self-service deflection workflows. Multiple practices feed data into this engine, yet one practice must define and govern the end-to-end ticket lifecycle-covering channel integrations, taxonomy versioning, automated escalations, deflection criteria, status flows, and closure validations. Which ONE practice holds this overarching accountability?

Answer: B

Explanation:
The Service Desk practice is accountable for the holistic ticket interface and lifecycle across all channels-whether human-entered, event-driven or self-service. It defines the unified taxonomy, status models, handoff rules, SLA targets, integration contracts (for Event Management feeds and CMDB enrichment), and deflection thresholds (leveraging Knowledge Management). By owning these elements, the Service Desk ensures consistency, traceability and a single point of control for all incoming work items, even as specialized practices contribute data and enrichment.


NEW QUESTION # 24
At xyz organisation, five specialized departments Incident Management, Change Enablement, Release Management, Service Desk and Problem Management work with separate tools, processes and KPIs. Requests often stall at each handover, visibility is fragmented, and accountability is unclear. Leadership wants to reorganize around value streams to eliminate these barriers. Which ONE organizational approach will best align with ITIL 4 recommendations and break down functional silos?

Answer: A

Explanation:
ITIL 4 emphasizes organizing around products or services rather than functions. Cross-functional, product-focused teams bring together all necessary roles-design, build, operate and improve- within a single unit. This reduces handoffs, fosters shared goals, improves visibility and accelerates value delivery.


NEW QUESTION # 25
An organization is considering how a new service will be supported when it goes live. There are many teams that will contribute to the support of the service. Which approach should the organization follow when creating a value stream to support the new service?

Answer: B


NEW QUESTION # 26
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