Exam Name: ITIL 4 Specialist: Create, Deliver and Support
Certification Provider: Peoplecert
Corresponding Certification: Peoplecert Certification
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Instant Download Peoplecert : ITIL-4-CDS Questions & Answers as PDF & Test Engine
Updated: Sep 19, 2026
No. of Questions: 89 Questions & Answers with Testing Engine
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Peoplecert ITIL-4-CDS Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Organizational Structure and Teams | - Team culture and collaboration
|
| Prioritization and Work Management | - Work planning and prioritization
|
| Information and Technology | - Supporting technologies
|
| Introduction to Create, Deliver and Support | - Core concepts of service value streams
|
| Value Stream Design and Development | - Designing service value streams
|
| Create, Deliver and Support Practices | - Supporting management practices
|
Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:
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. Swarming
- B. Outsourcing
- C. Results-based measurement
- D. Advanced analytics
Correct Answer: A 🗳️
An organization has many team members who work independently and spend time on the work which interests them the most.
Which recommendation is MOST applicable to this situation?
- A. Promote a culture of learning and development
- B. Encourage informal teams across the organization
- C. Incorporate the organization's vision into the team culture
- D. Hold regular meetings focusing on problem solutions
Correct Answer: C 🗳️
A service operations team monitors a critical service. They receive thousands of events every day, and operators are trained, so they know which events require a response. Sometimes they miss an important event, and this causes service level targets to be breached. What is the BEST approach to resolve this issue?
- A. Renegotiate service level targets
- B. Review and automate filtering of operations data
- C. Recruit and train additional operations staff
- D. Improve operations team training
Correct Answer: B 🗳️
When verifying that an incident has been resolved, which is an example of value as perceived by a user?
- A. An incident resolved within the target SLA time, enabling efficient use of service desk resources
- B. An accurate and complete incident record, enabling subsequent trend analysis of incidents
- C. A better understanding of a complex networking scenario, enabling the creation of a new knowledge article
- D. A swift restoration of a point of sale system, enabling customers to be served with minimal disruption
Correct Answer: D 🗳️
A service has been in use for a number of years, and is not being developed or updated.
Customers are not happy because they think that the applications that support the service are missing important functionality.
Which practice is most likely to identify this issue and initiate improvement actions?
- A. Service level management
- B. Service validation and testing
- C. Service desk
- D. Knowledge management
Correct Answer: A 🗳️
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