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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionWeightObjectives
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
          Support and improve services25%- Service support and incident management
          • 1. Service desk and request fulfilment
            • 2. Incident and problem management
              - Performance measurement and improvement
              • 1. Continual improvement practices
                • 2. Metrics and monitoring
                  Plan and build service value streams25%- Resource and capability management
                  • 1. Planning and allocation
                    • 2. Buy vs build and sourcing strategies
                      - Service value system and value streams
                      • 1. Designing value streams and workflows
                        • 2. Core concepts and principles
                          Create and develop services25%- Quality assurance and validation
                          • 1. Service level management
                            • 2. Testing and verification
                              - Service design and development practices
                              • 1. Requirements definition and specification
                                • 2. Service components and architecture

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

                                  NEW QUESTION # 21
                                  A global retailer is shifting its monolithic order-management system to a containerized, microservices-based architecture. Development teams each use different code repositories, branching strategies, build tools and container registries. As a result, integration is laborious, security scans are inconsistent, and production deployments frequently break. Which ONE practice should lead the standardization of coding policies, repository management, CI/CD pipelines and artifact versioning to streamline end-to-end software delivery?

                                  Answer: C

                                  Explanation:
                                  Release Management practice is responsible for defining and governing how software is built, packaged, and deployed across environments. By establishing standardized CI/CD pipelines, enforcing repository structures, and managing artifact versioning policies, it ensures consistency, repeatability, and traceability from development through production. This central oversight accelerates integration, embeds security and quality gates, and reduces deployment failures.Option B is incorrect because Service Validation and Testing focuses on designing and executing tests; it relies on established pipelines but does not own their standardization or governance.


                                  NEW QUESTION # 22
                                  A software development company wants to improve its service delivery by implementing a value stream for a new service creation. The company aims to balance speed and quality of service delivery. How should the company structure its value stream to meet this objective?

                                  Answer: D


                                  NEW QUESTION # 23
                                  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?

                                  Answer: A


                                  NEW QUESTION # 24
                                  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: D


                                  NEW QUESTION # 25
                                  A technology firm has implemented a new ticketing system for managing customer support requests. However, the firm is facing challenges in effectively prioritizing and managing these tickets due to varying levels of urgency and complexity. Some high-priority issues are being delayed, while less critical requests are being addressed too soon, leading to customer dissatisfaction and inefficiencies in the workflow. How should the firm improve this situation?

                                  Answer: B


                                  NEW QUESTION # 26
                                  ......

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