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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: 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 operation and control
        • 2. Service integration and management
          Topic 2: Support and improve services25%- Service support and incident management
          • 1. Incident and problem management
            • 2. Service desk and request fulfilment
              - Performance measurement and improvement
              • 1. Metrics and monitoring
                • 2. Continual improvement practices
                  Topic 3: 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
                          Topic 4: Create and develop services25%- 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

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                                  Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q38-Q43):

                                  NEW QUESTION # 38
                                  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?

                                  Answer: A


                                  NEW QUESTION # 39
                                  An organization has departments that are structured as Sales, Business Operations, and Quality Control. Each department has its own set of responsibilities, reporting lines and authorities, and they manage their internal processes independently. What type of organizational structure is this an example of?

                                  Answer: D


                                  NEW QUESTION # 40
                                  A global IT service provider is migrating several mission-critical legacy applications to a cloud- native platform while its support team struggles with a growing backlog of incident and service requests. Development, operations, and support each maintain separate work queues, resulting in duplicated effort, handover delays, and unclear task priorities. As the Service Delivery Lead, which ONE of the following actions would MOST effectively coordinate and prioritize work across all teams to ensure smooth migration and timely support?

                                  Answer: C

                                  Explanation:
                                  A unified Kanban board with WIP limits visualizes all incoming work, highlights interteam dependencies, enforces flow control, and prevents any one queue from becoming overloaded.
                                  This approach drives collaboration, reduces handover delays, and makes prioritization transparent across development, operations, and support.


                                  NEW QUESTION # 41
                                  An internal service provider has made the service desk a single point of contact for all user queries, including incidents, service requests, complaints, and compliments. To ensure a fair allocation of the service desk resources, a common rule for processing all incoming queues has been agreed: "first in, first out." It has soon become apparent that some incidents reported by users spend too much time waiting to be processed and triaged by the service desk. This leads to delayed incident resolution and negative business impact. What is the BEST way to improve the situation?

                                  Answer: C


                                  NEW QUESTION # 42
                                  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: D


                                  NEW QUESTION # 43
                                  ......

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