Peoplecert : ITIL-4-CDS Questions & Answers
Updated: Jun 26, 2026
No. of Questions: 89 Questions & Answers with Testing Engine
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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:
1. A technology organization is undergoing a strategic expansion, targeting emerging markets. The organization's current workforce has not had experience in dealing with the innovative products which are part of the new markets. What is the BEST strategic approach that the organization should adopt to resolve this situation?
A) Restructure the organization to create specialized departments for emerging technologies
B) Increase the total number of employees focusing on new hires with expertise in emerging technologies
C) Invest in targeted training programmes for existing staff in relevant emerging technologies
D) Outsource the development of new technology segments to specialized vendors
2. Which concept is commonly applied to help organizations process and interpret unstructured text, with the aim to produce summaries or translations?
A) ITSM software
B) Artificial intelligence
C) Advanced analytics
D) Information models
3. 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) Recruit additional operations staff
B) Improve operations team training
C) Renegotiate service level targets
D) Improve filtering of operations data
4. 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) Interview customers about their preferences
B) Use the latest technology capabilities to improve the look and feel of the designed solution
C) Involve many users from every target group in all steps of the design
D) Create realistic user personas based on the gathered user data
5. 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) Increase capacity to process all queries without delays
C) Prioritize all incoming queries according to their economic value to maximize profit and minimize penalties
D) Limit the number of incoming queries so they could be processed on time
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: B | Question # 3 Answer: D | Question # 4 Answer: D | Question # 5 Answer: A |
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