ITIL-4-CDS Questions [2026] - Peoplecert ITIL-4-CDS Exam Dumps

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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionObjectives
Topic 1: Organizational Structure and Service Value System- ITIL Service Value System (SVS)
  • 1. Governance and value co-creation concepts
    • 2. Guiding principles application
      - Service value chain integration
      • 1. Design and transition considerations
        • 2. Plan, improve, engage activities
          Topic 2: Value Streams and Service Delivery- Value stream mapping
          • 1. Incident-to-resolution value streams
            • 2. Design-to-transition value streams
              - Workflow optimization
              • 1. Eliminating waste in processes
                • 2. Lean principles in service delivery
                  Topic 3: Team Collaboration and Shift-Left Approach- Collaborative practices
                  • 1. Cross-functional teamwork
                    • 2. Agile and DevOps integration
                      - Shift-left principles
                      • 1. Knowledge management empowerment
                        • 2. Early resolution of incidents
                          Topic 4: Service Performance and Measurement- Continual improvement
                          • 1. Feedback loops and reporting
                            • 2. Improvement models and practices
                              - Metrics and KPIs
                              • 1. Service level metrics
                                • 2. Performance indicators alignment
                                  Topic 5: ITSM Practices in Create, Deliver and Support- Change Enablement
                                  • 1. Change control and risk assessment
                                    - Incident Management
                                    • 1. Incident lifecycle and resolution
                                      - Service Desk
                                      • 1. User support and communication channels
                                        - Problem Management
                                        • 1. Root cause analysis and prevention
                                          - Service Level Management
                                          • 1. SLAs and service expectations

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                                            Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q71-Q76):

                                            NEW QUESTION # 71
                                            When verifying that an incident has been resolved, which is an example of value as perceived by a user?

                                            Answer: B


                                            NEW QUESTION # 72
                                            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 # 73
                                            A service desk manager is creating a job profile for a service desk team lead. The following requirements have been identified: Ability to use company processes and tools, Leadership skills, Knowledge of service desk objectives. What is the MOST important additional requirement for the job profile?

                                            Answer: A


                                            NEW QUESTION # 74
                                            An organization uses value streams to help them deliver consistent services, and they use
                                            `service integration and management' to manage many different suppliers. How does `service integration and management' work with the organization's value streams?

                                            Answer: D


                                            NEW QUESTION # 75
                                            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: D

                                            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 # 76
                                            ......

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