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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionObjectives
Create, Deliver and Support Practices- Supporting management practices
  • 1. Incident management
  • 2. Change enablement
  • 3. Knowledge management
  • 4. Service desk
  • 5. Problem management
- Service performance and quality
  • 1. Monitoring and measurement
  • 2. Continual improvement
Introduction to Create, Deliver and Support- Core concepts of service value streams
  • 1. Service value system integration
  • 2. Value streams and workflows
Information and Technology- Supporting technologies
  • 1. Automation and tool integration
  • 2. Service management technologies
Value Stream Design and Development- Designing service value streams
  • 1. Customer journey mapping
  • 2. Service design considerations
Organizational Structure and Teams- Team culture and collaboration
  • 1. Workforce planning and development
  • 2. Team capabilities and competencies
Prioritization and Work Management- Work planning and prioritization
  • 1. Backlog management
  • 2. Capacity and demand management

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q40-Q45):

NEW QUESTION # 40
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: A

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 # 41
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: B

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 # 42
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: A


NEW QUESTION # 43
How should roles and competencies be managed to adapt to rapid technological changes and market demands?

Answer: C


NEW QUESTION # 44
An organization is writing its test strategy in order to define the test levels and test types that are in scope for testing. In the past, the organization has experienced service disruptions after some releases of a particular application. These disruptions were happening because the application caused other applications to generate errors.
Which test level should the organization focus on to address this weakness?

Answer: B


NEW QUESTION # 45
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