Peoplecert ITIL-4-CDS : ITIL 4 Specialist: Create, Deliver and Support
- Exam Code: ITIL-4-CDS
- Exam Name: ITIL 4 Specialist: Create, Deliver and Support
- Updated: Oct 06, 2026
- Q & A: 89 Questions and Answers
About Peoplecert ITIL-4-CDS Exam
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Peoplecert ITIL-4-CDS Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Support and improve services | 25% | - Service support and incident management
|
| Create and develop services | 25% | - Service design and development practices
|
| Deliver and transition services | 25% | - Service transition and change management
|
| Plan and build service value streams | 25% | - Resource and capability management
|
Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:
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. Recruit more service desk staff so that they are able to work on low priority requests even when there are many higher priority tasks
- B. Train users so that they know their requests might be delayed if there are many higher priority tasks in the backlog
- C. Increase the priority of requests that have been waiting a long time and are at risk of breaching agreed service levels
- D. Use first-in first-out prioritization instead of triage, to ensure that tasks are worked on in the order that they are requested
Correct Answer: C 🗳️
A service provider is struggling to ensure timely incident resolution. The reports show that the majority of incidents that can be resolved without implementing a change are resolved on time.
However, if an incident resolution requires a change, it is almost never implemented within the agreed incident resolution time. What is the BEST approach for the service provider to improve the situation?
- A. Review the incident management process
- B. Review the incident resolution value stream
- C. Review the change authorization procedures
- D. Review the incident resolution targets
Correct Answer: B 🗳️
Which is an example of a divisional organizational structure?
- A. An organization which has arranged its teams in a hierarchical authority structure
- B. An organization which uses a grid of reporting relationships
- C. An organization which has a different business unit for each of its products
- D. An organization which does not have a layered management structure
Correct Answer: C 🗳️
Which concept focuses on understanding the different levels within systems and ensuring that multiple systems are aligned and unified when designing services?
- A. Customer orientation
- B. ICI/CD
- C. Robotic process automation
- D. Integration and data sharing
Correct Answer: D 🗳️
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. Hold regular meetings focusing on problem solutions
- C. Encourage informal teams across the organization
- D. Incorporate the organization's vision into the team culture
Correct Answer: D 🗳️
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