100% Pass Quiz 2026 Professional Peoplecert ITIL-4-CDS: Exam ITIL 4 Specialist: Create, Deliver and Support Quiz

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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionWeightObjectives
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%- Service design and development practices
          • 1. Service components and architecture
            • 2. Requirements definition and specification
              - Quality assurance and validation
              • 1. Testing and verification
                • 2. Service level management
                  Deliver and transition services25%- 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
                          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. Metrics and monitoring
                                • 2. Continual improvement practices

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                                  Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q79-Q84):

                                  NEW QUESTION # 79
                                  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: D


                                  NEW QUESTION # 80
                                  In ITIL 4, which practice is accountable for defining the mandatory financial and contractual metadata-such as cost centers, chargeable service rates, SLA targets and contract references- that must accompany every ticket to support accurate chargeback, cost transparency and SLA reporting across the service value streams?

                                  Answer: A

                                  Explanation:
                                  The Financial Management for IT Services practice defines cost models, pricing policies and financial controls. It specifies which financial and contractual attributes (cost center codes, billable rates, SLA tiers, contract IDs) must be captured on each ticket. This ensures that downstream reporting, chargeback and budget forecasting have consistent, auditable data across all work items.


                                  NEW QUESTION # 81
                                  A mobile app development company has implemented a new strategy in its software development process. Instead of large, infrequent updates, it now releases smaller updates every two weeks. These updates are shaped by regular user reviews and suggestions, which the company actively seeks and incorporates into each new version. Which guiding principle is this approach MOST closely aligned with?

                                  Answer: A


                                  NEW QUESTION # 82
                                  An internal service provider of a large retail organization is working on a major update of the self- checkout terminals used in the supermarkets. The update includes new hardware, software, and integration with a new card payment system. How should the service provider ensure that the update is sufficiently tested?

                                  Answer: A


                                  NEW QUESTION # 83
                                  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 # 84
                                  ......

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