2026 Latest Peoplecert ITIL-4-CDS: Study ITIL 4 Specialist: Create, Deliver and Support Demo

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| Section | Weight | Objectives |
|---|
| Support and improve services | 25% | - Performance measurement and improvement
- 1. Continual improvement practices
- 2. Metrics and monitoring
- Service support and incident management
- 1. Incident and problem management
- 2. Service desk and request fulfilment
|
| Create and develop services | 25% | - Service design and development practices
- 1. Requirements definition and specification
- 2. Service components and architecture
- Quality assurance and validation
- 1. Testing and verification
- 2. Service level management
|
| Deliver and transition services | 25% | - Service transition and change management
- 1. Deployment and implementation
- 2. Change enablement and release management
- Service delivery and operational practices
- 1. Service operation and control
- 2. Service integration and management
|
| 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. Planning and allocation
- 2. Buy vs build and sourcing strategies
|
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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q19-Q24):
NEW QUESTION # 19
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. Interview customers about their preferences
- B. Use the latest technology capabilities to improve the look and feel of the designed solution
- C. Create realistic user personas based on the gathered user data
- D. Involve many users from every target group in all steps of the design
Answer: C
NEW QUESTION # 20
An organization is considering how a new service will be supported when it goes live. There are many teams that will contribute to the support of the service. Which approach should the organization follow when creating a value stream to support the new service?
- A. Create one value stream for each support team
- B. Create one value stream for every lifecycle phase of support requests
- C. Create separate value streams for practices, people, tools and suppliers
- D. Create one value stream for the entire set of support activities
Answer: D
NEW QUESTION # 21
An organization experiences a high level of variation in the demand for its development services.
The organization has the capacity to fulfil the overall level of demand but wants to reduce the variation so that it does not have to prioritize work at peak times. Which action would BEST help the organization influence the demand for its services?
- A. Reducing the charges for less busy periods
- B. Increasing the number of test specialists
- C. Engaging with a supplier to outsource tasks
- D. Introducing continuous integration and deployment
Answer: A
NEW QUESTION # 22
A global IT service provider is migrating several mission-critical legacy applications to a cloud- native platform while its support team struggles with a growing backlog of incident and service requests. Development, operations, and support each maintain separate work queues, resulting in duplicated effort, handover delays, and unclear task priorities. As the Service Delivery Lead, which ONE of the following actions would MOST effectively coordinate and prioritize work across all teams to ensure smooth migration and timely support?
- A. Implement a RACI matrix for all migration and support activities to clarify roles, responsibilities, and approval authorities
- B. Conduct a detailed value stream mapping exercise to identify end-to-end process bottlenecks and handover delays
- C. Establish a single, cross-functional Kanban board with work-in-progress (WIP) limits applied across development, operations, and support streamsright
- D. Prioritize support tickets and migration tasks strictly according to their arrival time to ensure fairness
Answer: C
Explanation:
A unified Kanban board with WIP limits visualizes all incoming work, highlights interteam dependencies, enforces flow control, and prevents any one queue from becoming overloaded.
This approach drives collaboration, reduces handover delays, and makes prioritization transparent across development, operations, and support.
NEW QUESTION # 23
A service provider works with a diverse group of customers, including corporate, private, and partner organizations. The service provider's service desk supports users from all customer organizations. However, different users prefer different communication channels. In response to their preferences, the service provider implemented email, chat, phone, and website contact form for the users to contact the service desk. The service desk team is increasingly struggling to monitor all channels and respond timely. Some user queries are not noticed early enough, and the users are complaining. What should the service provider do to improve the situation?
- A. Close the least popular communication channels to reduce the complexity
- B. Assign dedicated service desk agents to monitor each channel
- C. Allocate one most suitable channel to each customer type
- D. Integrate all channels to support smooth switching between them for users and support agents
Answer: D
NEW QUESTION # 24
......
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