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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Create and develop services	25%	- Quality assurance and validation 1. Testing and verification 2. Service level management - Service design and development practices 1. Requirements definition and specification 2. Service components and architecture
Topic 2: 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
Topic 3: Support and improve services	25%	- Service support and incident management 1. Incident and problem management 2. Service desk and request fulfilment - Performance measurement and improvement 1. Continual improvement practices 2. Metrics and monitoring
Topic 4: 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. Designing value streams and workflows 2. Core concepts and principles

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q70-Q75):

NEW QUESTION # 70
Which is often included in an Agile approach to software development?

A. Information models
B. Integrated service management toolsets
C. Advanced analytics
D. CI/CD

Answer: D

NEW QUESTION # 71
An international e-commerce company is planning to launch a new mobile shopping application.
During the initial design, the project team has encountered challenges in ensuring the app aligns with regional customer preferences, while maintaining a consistent user experience. The team also needs to address scalability and security concerns. What approach should the company take to improve this situation?

A. Adopt a design thinking approach based on customer and user feedback
B. Focus on app performance and security features
C. Establish a team of expert developers to revise the initial design
D. Implement a global standard design

Answer: A

NEW QUESTION # 72
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. Workforce planning and management
C. Working with a customer-oriented mindset
D. Shift-left

Answer: A

NEW QUESTION # 73
Users have specific product-related questions and want to provide product feedback. What is the best way to enable two-way communication between these users and the organization's product team?

A. Event surveys
B. Topic-based forums
C. Self-service portals
D. Social media

Answer: B

NEW QUESTION # 74
In many organizations, teams optimize internal metrics, like mean time to resolution or incident backlog size that don't reflect how customers experience or consume services. This misalignment drives improvements customers find irrelevant and can even erode trust. Which ONE approach will best embed a customer-orientated mindset across the service value stream?

A. Establish strict internal SLAs focused on operational efficiency
B. Implement chargeback mechanisms to enforce financial accountability per department
C. Co-create detailed customer personas and journey maps to align service activities with real customer outcomesright
D. Centralize performance dashboards on tool-generated metrics for executive reporting

Answer: C

Explanation:
Co-creating customer personas and journey maps forces teams to step into the customer's shoes, understand desired business outcomes, pain points and moments of truth. With this insight, every practice-from design through continual improvement-can be measured and improved against what customers truly value, driving shared accountability and reducing wasted effort on internally focused metrics.

NEW QUESTION # 75
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