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Peoplecert ITIL 4 Specialist: Create, Deliver and Support : ITIL-4-CDS
- Exam Code: ITIL-4-CDS
- Exam Name: ITIL 4 Specialist: Create, Deliver and Support
- Updated: Sep 11, 2026
- Q & A: 89 Questions and Answers
About Peoplecert ITIL 4 Specialist: Create, Deliver and Support : ITIL-4-CDS Exam
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Peoplecert ITIL-4-CDS Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Value Stream Design and Development | - Designing service value streams
|
| Topic 2: Information and Technology | - Supporting technologies
|
| Topic 3: Create, Deliver and Support Practices | - Service performance and quality
|
| Topic 4: Organizational Structure and Teams | - Team culture and collaboration
|
| Topic 5: Prioritization and Work Management | - Work planning and prioritization
|
| Topic 6: Introduction to Create, Deliver and Support | - Core concepts of service value streams
|
Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:
Question #1
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. Improve the integration of tools to ensure there are no gaps between processes
- B. Review skills and competencies of user support staff to ensure they have the required capability
- C. Use value stream mapping to help understand the end-to-end flow of user support
- D. Encourage teams to collaborate so they can focus on value for users
Correct Answer: C 🗳️
Question #2
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. Involve many users from every target group in all steps of the design
- B. Create realistic user personas based on the gathered user data
- C. Interview customers about their preferences
- D. Use the latest technology capabilities to improve the look and feel of the designed solution
Correct Answer: B 🗳️
Question #3
An internal service provider of a charity foundation wants to ensure that all queries coming from users and customers are processed within the agreed time. Records show that the flow of incoming queries is uneven; the teams processing the queries may be overwhelmed one day and have idle capacity on another. What is the BEST way for the service provider to ensure timely processing of all queries?
- A. Prioritize queues using a combination of criteria to maximize value and minimize risks
- B. Limit the number of incoming queries so they could be processed on time
- C. Increase capacity to process all queries without delays
- D. Prioritize all incoming queries according to their economic value to maximize profit and minimize penalties
Correct Answer: A 🗳️
Question #4
A user has logged an incident saying that transactions via the company website are very slow.
The service desk team does not have the skills needed to investigate this. There are many different teams that this could be escalated to, including a web server team, an application team, an infrastructure team, and a performance management team.
Which is the BEST approach for the service desk to use for escalating this incident?
- A. Escalate to the performance management team, who will then escalate to a different team if needed
- B. Follow the predefined procedure for investigating web performance incidents
- C. Declare a major incident and start the major incident management procedure
- D. Use swarming to involve people from multiple different teams in the investigation
Correct Answer: B 🗳️
Question #5
During a service design workshop, a development team come up with lots of different possible design solutions, and then analyze these to select one of them to proceed with. What `design thinking' activity is this an example of?
- A. Implementation
- B. Prototyping
- C. Inspiration and empathy
- D. Ideation
Correct Answer: D 🗳️
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