Exam Name: ITIL 4 Specialist: Create, Deliver and Support
Certification Provider: Peoplecert
Corresponding Certification: Peoplecert Certification
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Check Updated on: Sep 09, 2026
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Peoplecert ITIL-4-CDS Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Team Collaboration and Shift-Left Approach | - Shift-left principles
|
| Topic 2: Service Performance and Measurement | - Continual improvement
|
| Topic 3: Value Streams and Service Delivery | - Value stream mapping
|
| Topic 4: Organizational Structure and Service Value System | - Service value chain integration
|
| Topic 5: ITSM Practices in Create, Deliver and Support | - Change Enablement
|
Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:
A global IT service provider is migrating several mission-critical legacy applications to a cloud- native platform while its support team struggles with a growing backlog of incident and service requests. Development, operations, and support each maintain separate work queues, resulting in duplicated effort, handover delays, and unclear task priorities. As the Service Delivery Lead, which ONE of the following actions would MOST effectively coordinate and prioritize work across all teams to ensure smooth migration and timely support?
- A. Establish a single, cross-functional Kanban board with work-in-progress (WIP) limits applied across development, operations, and support streamsright
- B. Conduct a detailed value stream mapping exercise to identify end-to-end process bottlenecks and handover delays
- C. Implement a RACI matrix for all migration and support activities to clarify roles, responsibilities, and approval authorities
- D. Prioritize support tickets and migration tasks strictly according to their arrival time to ensure fairness
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In ITIL 4, which practice is primarily responsible for defining, assessing and developing the roles, competencies and capabilities needed for effective service value streams?
- A. Workforce and talent management practiceright
- B. Organizational change management practice
- C. Service desk practice
- D. Continual improvement practice
An internal service provider of a large retail organization is working on a major update of the self- checkout terminals used in the supermarkets. The update includes new hardware, software, and integration with a new card payment system. How should the service provider ensure that the update is sufficiently tested?
- A. Delegate to the vendor testing of the terminals and the card payment system
- B. Focus testing solely on user experience and delegate it to operational teams
- C. Limit testing to the pre-agreed technical criteria and use a dedicated team of testers
- D. Include user experience and perception in the scope of testing and involve multiple teams
In many organizations, teams optimize internal metrics, like mean time to resolution or incident backlog size that don't reflect how customers experience or consume services. This misalignment drives improvements customers find irrelevant and can even erode trust. Which ONE approach will best embed a customer-orientated mindset across the service value stream?
- A. Centralize performance dashboards on tool-generated metrics for executive reporting
- B. Establish strict internal SLAs focused on operational efficiency
- C. Co-create detailed customer personas and journey maps to align service activities with real customer outcomesright
- D. Implement chargeback mechanisms to enforce financial accountability per department
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An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.
Which approach would help to resolve this situation?
- A. Continuous integration
- B. Continuous deployment
- C. Change enablement
- D. Continuous delivery
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