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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

Section	Weight	Objectives
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
Create and develop services	25%	- Service design and development practices 1. Service components and architecture 2. Requirements definition and specification - Quality assurance and validation 1. Service level management 2. Testing and verification
Support and improve services	25%	- Performance measurement and improvement 1. Metrics and monitoring 2. Continual improvement practices - Service support and incident management 1. Service desk and request fulfilment 2. Incident and problem management
Deliver and transition services	25%	- Service transition and change management 1. Change enablement and release management 2. Deployment and implementation - Service delivery and operational practices 1. Service integration and management 2. Service operation and control

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q53-Q58):

NEW QUESTION # 53
What should an organization consider when deciding to retain or outsource specific IT services?

A. Short-term cost optimization
B. Transfer of responsibility for highly tailored services
C. Cultural barriers and associated risks
D. Immediate staff reduction

Answer: C

NEW QUESTION # 54
A healthcare organization is implementing data analytics to analyze patient dat

A. To highlight bottlenecks in the organization's workflows when collecting patient data
B. Why is data analytics important in this context?
C. To improve decision-making based on patient data analysis
D. To understand the relationships between patient data and the healthcare's business services
E. To prioritize and resolve requests for patient data

Answer: E

NEW QUESTION # 55
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 resolution value stream
B. Review the incident management process
C. Review the change authorization procedures
D. Review the incident resolution targets

Answer: A

NEW QUESTION # 56
A user has logged an incident saying that transactions via the company website are very slow.
The service desk team does not have the skills needed to investigate this. There are many different teams that this could be escalated to, including a web server team, an application team, an infrastructure team, and a performance management team.
Which is the BEST approach for the service desk to use for escalating this incident?

A. Escalate to the performance management team, who will then escalate to a different team if needed
B. Follow the predefined procedure for investigating web performance incidents
C. Use swarming to involve people from multiple different teams in the investigation
D. Declare a major incident and start the major incident management procedure

Answer: B

NEW QUESTION # 57
To ensure work is balanced across value streams, ITIL 4 recommends combining demand forecasting with strategic alignment of initiatives. Which TWO of the following provide the strongest governance for forecasting, sequencing and aligning incoming work with organizational objectives? (Select TWO)

A. Demand Management practice using Patterns of Business Activity for forecasting peaks and troughsright
B. Portfolio Management practice using strategic themes and investment epics to sequence high- value workright
C. Service Level Management practice using SLAs and OLAs to enforce response targets
D. Work visualization (Kanban boards) within Service Request Management to enforce WIP limits

Answer: A,B

Explanation:
Demand Management uses Patterns of Business Activity to forecast demand, categorize work types, and apply prioritization models before routing tasks into value streams. This prevents overload and aligns capacity with expected demand profiles.
Portfolio Management defines strategic themes and investment epics that translate business goals into prioritized initiatives. By sequencing epics against capacity and value, it ensures that the most critical work feeds into the value streams first.

NEW QUESTION # 58
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