- Exam Code: ITIL-4-CDS
- Exam Name: ITIL 4 Specialist: Create, Deliver and Support
- Updated: Sep 30, 2026
- Q & A: 89 Questions and Answers
Peoplecert ITIL 4 Specialist: Create, Deliver and Support : ITIL-4-CDS exam
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Peoplecert ITIL-4-CDS Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Deliver and transition services | 25% | - Service transition and change management
|
| Topic 2: Plan and build service value streams | 25% | - Service value system and value streams
|
| Topic 3: Create and develop services | 25% | - Quality assurance and validation
|
| Topic 4: Support and improve services | 25% | - Performance measurement and improvement
|
Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:
Question #1
What is the goal of the `shift-left' approach?
- A. Repositioning tasks to earlier stages in the process to boost workflow efficiency
- B. Implementing Agile practices for continuous software development
- C. Integrating multiple suppliers in a value stream for effective service management
- D. Automating repetitive processes using robots and AI
Correct Answer: A 🗳️
Question #2
How should roles and competencies be managed to adapt to rapid technological changes and market demands?
- A. By making it easier for employees to focus on one role
- B. By creating career paths dedicated to single technologies
- C. By continually adapting roles to evolving organizational requirements
- D. By focusing on increasing employees' technical experience
Correct Answer: C 🗳️
Question #3
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 4
- B. 2 and 3
- C. 3 and 4
- D. 1 and 2
Correct Answer: C 🗳️
Question #4
An organization is moving from a process-based approach to a value-stream based approach for managing user issues.
Which of these activities should the organization do FIRST?
- A. Identify the activities which could be improved by the use of automation
- B. Consider how the service desk teams can be involved at an earlier stage in the creation of a service.
- C. Understand which steps contribute least to the support of the service
- D. Understand the situations in which incidents and service requests will be initiated
Correct Answer: D 🗳️
Question #5
A service desk team acts as a single point of contact for its users. Service desk team members are the first-line support; however, if they are unable to resolve the incidents, they are escalated to second-line support. This tiered support structure has resulted in large queues of unresolved tickets. Which concept or approach would help the organization resolve this situation?
- A. Advanced analytics
- B. Swarming
- C. Outsourcing
- D. Results-based measurement
Correct Answer: B 🗳️
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