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Last Updated: Oct 11, 2026
No. of Questions: 89 Questions & Answers with Testing Engine
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Peoplecert ITIL-4-CDS Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Introduction to Create, Deliver and Support | - Core concepts of service value streams
|
| Organizational Structure and Teams | - Team culture and collaboration
|
| Information and Technology | - Supporting technologies
|
| Prioritization and Work Management | - Work planning and prioritization
|
| Create, Deliver and Support Practices | - Service performance and quality
|
| Value Stream Design and Development | - Designing service value streams
|
Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:
An organization wishes to acquire a service from a supplier in a different country but with similar working hours.
Which sourcing model should they use?
- A. Offshoring
- B. Insourcing
- C. Nearshoring
- D. Onshoring
Correct Answer: C 🗳️
An internal service provider has made the service desk a single point of contact for all user queries, including incidents, service requests, complaints, and compliments. To ensure a fair allocation of the service desk resources, a common rule for processing all incoming queues has been agreed: "first in, first out." It has soon become apparent that some incidents reported by users spend too much time waiting to be processed and triaged by the service desk. This leads to delayed incident resolution and negative business impact. What is the BEST way to improve the situation?
- A. Implement separate service desks for incident and service requests
- B. Recommend users to submit queries well in advance to ensure timely processing
- C. Increase the number of service desk agents to process the incoming queries faster
- D. Prioritize incoming queries based on their type and associated urgency
Correct Answer: D 🗳️
A service provider is redesigning its service management system using value stream management and mapping. The service management team is reviewing the role of practices in various value streams. There is an argument about the role of deployment management as software development and service management teams see its role differently. What is the BEST approach to define the role of deployment management practice in value streams?
- A. Deployment management does not play any role in the incident resolution value stream
- B. Deployment management plays an important role in creation of new and changed services; it does not contribute to other value streams
- C. Deployment management plays an important role in any value stream requiring transition of service components to production environment
- D. Deployment management plays an important role only in creation of new services developed within the organization
Correct Answer: C 🗳️
An organization is planning to implement a new service management toolset for effective integration of management practices. Which feature of the service management toolset will be the MOST important in achieving this?
- A. High availability and security
- B. Advanced analytics
- C. Inventory and discovery of IT assets
- D. Flexible workflow automation
Correct Answer: D 🗳️
An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently. What should the organization do FIRST to start to improve the situation?
- A. Encourage teams to collaborate so they can focus on value for users
- B. Review skills and competencies of user support staff to ensure they have the required capability
- C. Improve the integration of tools to ensure there are no gaps between processes
- D. Use value stream mapping to help understand the end-to-end flow of user support
Correct Answer: D 🗳️
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