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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

Section	Objectives
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. Workforce planning and development 2. Team capabilities and competencies
Introduction to Create, Deliver and Support	- Core concepts of service value streams 1. Service value system integration 2. Value streams and workflows
Create, Deliver and Support Practices	- Supporting management practices 1. Service desk 2. Change enablement 3. Knowledge management 4. Problem management 5. Incident management - Service performance and quality 1. Continual improvement 2. Monitoring and measurement
Information and Technology	- Supporting technologies 1. Automation and tool integration 2. Service management technologies
Value Stream Design and Development	- Designing service value streams 1. Service design considerations 2. Customer journey mapping

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q69-Q74):

NEW QUESTION # 69
What approach can ensure testing happens earlier in the development lifecycle?

A. Managing work as tickets
B. Service integration and management
C. Robotic process automation
D. Shift-left

Answer: D

NEW QUESTION # 70
Which approach may help to improve incident resolution times by moving support activities from specialist teams to frontline teams or users?

A. Shortest item first
B. Swarming
C. Robotic process automation
D. Shift-left

Answer: D

NEW QUESTION # 71
A service desk uses triage to ensure they work on the most urgent tasks first. This sometimes causes user satisfaction issues, because low priority requests can wart a long time before anyone starts to work on them.
What is the BEST way to manage this issue?

A. Train users so that they know their requests might be delayed if there are many higher priority tasks in the backlog
B. Recruit more service desk staff so that they are able to work on low priority requests even when there are many higher priority tasks
C. Use first-in first-out prioritization instead of triage, to ensure that tasks are worked on in the order that they are requested
D. Increase the priority of requests that have been waiting a long time and are at risk of breaching agreed service levels

Answer: D

NEW QUESTION # 72
Which statement about collaboration is CORRECT?

A. Collaboration should be used instead of swarming or
B. Collaboration can be enforced by aligning metrics between teams
C. Collaboration focuses on the organization's goals
D. Collaboration is most useful for standardized work

Answer: C

NEW QUESTION # 73
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. Form cross-functional, product-focused teams responsible for all stages of the service lifecycleright
B. Strengthen hierarchical governance to enforce stringent SLAs between teams
C. Centralize specialist skills into a single center of excellence to drive deep expertise
D. Minimize handover points by assigning end-to-end ownership to existing departments

Answer: A

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 # 74
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