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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Plan and build service value streams	25%	- Service value system and value streams 1. Designing value streams and workflows 2. Core concepts and principles - Resource and capability management 1. Buy vs build and sourcing strategies 2. Planning and allocation
Topic 2: Deliver and transition services	25%	- Service delivery and operational practices 1. Service integration and management 2. Service operation and control - Service transition and change management 1. Deployment and implementation 2. Change enablement and release management
Topic 3: Create and develop services	25%	- Service design and development practices 1. Requirements definition and specification 2. Service components and architecture - Quality assurance and validation 1. Testing and verification 2. Service level management
Topic 4: 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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ITIL-4-CDS - Authoritative Valid Exam ITIL 4 Specialist: Create, Deliver and Support Registration

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q58-Q63):

NEW QUESTION # 58
A service provider is struggling to ensure timely incident resolution. The reports show that the majority of incidents that can be resolved without implementing a change are resolved on time.
However, if an incident resolution requires a change, it is almost never implemented within the agreed incident resolution time. What is the BEST approach for the service provider to improve the situation?

A. Review the incident management process
B. Review the incident resolution targets
C. Review the change authorization procedures
D. Review the incident resolution value stream

Answer: D

NEW QUESTION # 59
Sunrise Bank reorganized its customer support function into cross-functional, end-to-end value- stream teams that include service desk analysts, incident responders, problem managers, and change coordinators. After three months, teams still dispute task priorities, handoff delays persist, and customer satisfaction scores vary widely. According to ITIL 4 principles and the four dimensions of service management, which ONE action should leadership prioritize to establish clear accountability, align objectives, and improve collaboration?

A. Collaboratively develop a team charter that defines end-to-end value-chain responsibilities, shared outcome-focused KPIs, and decision-making guidelinesright
B. Rotate members through each functional specialty on a one-month cycle to broaden individual skill sets
C. Implement strict, role-based SLAs for every handoff between functional specialties, with automated escalation on breach
D. Institute weekly facilitated stand-up meetings for each value-stream team to review progress and reassign tasks

Answer: A

Explanation:
A jointly created team charter aligns all members on shared objectives, clarifies end-to-end ownership, embeds collective KPIs, and supports ITIL 4's guiding principles of collaborate and promote visibility.

NEW QUESTION # 60
An enterprise delivers a new multi-region, container-based service every two weeks.
Deployments span private data centers and multiple public clouds, require database schema changes, feature-flag updates, and real-time rollback capabilities. Failures in any stage risk data loss, security gaps or customer outages. Which ONE practice should own the end-to-end orchestration, automation and governance of these deployments to ensure consistency, traceability and rapid recovery?

A. Deployment Management practiceright
B. Change Enablement practice
C. Infrastructure and Platform Management practice
D. Release Management practice

Answer: A

Explanation:
The Deployment Management practice specializes in planning, scheduling and controlling the movement of release packages into live environments. It defines standardized pipelines for containers, database migrations, feature-flag switches and rollback mechanisms. By enforcing environment-specific deployment plans, automated checks and audit trails, Deployment Management ensures every change is traceable and recoverable across all regions and cloud platforms.

NEW QUESTION # 61
When verifying that an incident has been resolved, which is an example of value as perceived by a user?

A. An accurate and complete incident record, enabling subsequent trend analysis of incidents
B. A better understanding of a complex networking scenario, enabling the creation of a new knowledge article
C. An incident resolved within the target SLA time, enabling efficient use of service desk resources
D. A swift restoration of a point of sale system, enabling customers to be served with minimal disruption

Answer: D

NEW QUESTION # 62
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 the organization, and separate value streams for each supplier
B. One value stream for resolving incidents, and a separate value stream for managing service requests
C. One value stream for all activity that arrives via the service desk
D. One value stream for the organization, and separate value streams for each team

Answer: C

NEW QUESTION # 63
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