Actual ITIL-4-CDS ITIL 4 Specialist: Create, Deliver and Support Questions 2026

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| Section | Objectives |
|---|
| Information and Technology | - Supporting technologies
- 1. Automation and tool integration
- 2. Service management technologies
|
| Create, Deliver and Support Practices | - Supporting management practices
- 1. Service desk
- 2. Knowledge management
- 3. Incident management
- 4. Change enablement
- 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. Value streams and workflows
- 2. Service value system integration
|
| Prioritization and Work Management | - Work planning and prioritization
- 1. Backlog management
- 2. Capacity and demand management
|
| Organizational Structure and Teams | - Team culture and collaboration
- 1. Team capabilities and competencies
- 2. Workforce planning and development
|
| Value Stream Design and Development | - Designing service value streams
- 1. Customer journey mapping
- 2. Service design considerations
|
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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q61-Q66):
NEW QUESTION # 61
At xyz organisation, five specialized departments Incident Management, Change Enablement, Release Management, Service Desk and Problem Management work with separate tools, processes and KPIs. Requests often stall at each handover, visibility is fragmented, and accountability is unclear. Leadership wants to reorganize around value streams to eliminate these barriers. Which ONE organizational approach will best align with ITIL 4 recommendations and break down functional silos?
- A. Minimize handover points by assigning end-to-end ownership to existing departments
- B. Form cross-functional, product-focused teams responsible for all stages of the service lifecycleright
- C. Strengthen hierarchical governance to enforce stringent SLAs between teams
- D. Centralize specialist skills into a single center of excellence to drive deep expertise
Answer: B
Explanation:
ITIL 4 emphasizes organizing around products or services rather than functions. Cross-functional, product-focused teams bring together all necessary roles-design, build, operate and improve- within a single unit. This reduces handoffs, fosters shared goals, improves visibility and accelerates value delivery.
NEW QUESTION # 62
A sales enablement service is being modified to improve the data that is presented to sales staff.
This will be delivered as a series of incremental improvements.
Which are the TWO BEST ways to measure these changes?
1. Measure individual changes by the output that they create
2. Measure the overall success of multiple changes by the output that
is created
3. Measure individual changes by the outcome that they create
4. Measure the overall success of multiple changes by the outcome that
is created
- A. 1 and 2
- B. 2 and 3
- C. 3 and 4
- D. 1 and 4
Answer: C
NEW QUESTION # 63
A technology organization is undergoing a strategic expansion, targeting emerging markets. The organization's current workforce has not had experience in dealing with the innovative products which are part of the new markets. What is the BEST strategic approach that the organization should adopt to resolve this situation?
- A. Restructure the organization to create specialized departments for emerging technologies
- B. Increase the total number of employees focusing on new hires with expertise in emerging technologies
- C. Outsource the development of new technology segments to specialized vendors
- D. Invest in targeted training programmes for existing staff in relevant emerging technologies
Answer: D
NEW QUESTION # 64
When verifying that an incident has been resolved, which is an example of value as perceived by a user?
- A. An accurate and complete incident record, enabling subsequent trend analysis of incidents
- B. A swift restoration of a point of sale system, enabling customers to be served with minimal disruption
- C. A better understanding of a complex networking scenario, enabling the creation of a new knowledge article
- D. An incident resolved within the target SLA time, enabling efficient use of service desk resources
Answer: B
NEW QUESTION # 65
During a service design workshop, a development team aims to tailor their solutions to the needs and circumstances of the target users. What is the BEST approach for the team to achieve this?
- A. Create realistic user personas based on the gathered user data
- B. Use the latest technology capabilities to improve the look and feel of the designed solution
- C. Interview customers about their preferences
- D. Involve many users from every target group in all steps of the design
Answer: A
NEW QUESTION # 66
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