Peoplecert : ITIL-4-CDS Questions & Answers

Last Updated: Oct 09, 2026

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Peoplecert ITIL-4-CDS Exam Syllabus Topics:

SectionWeightObjectives
Plan and build service value streams25%- Resource and capability management
  • 1. Buy vs build and sourcing strategies
    • 2. Planning and allocation
      - Service value system and value streams
      • 1. Designing value streams and workflows
        • 2. Core concepts and principles
          Deliver and transition services25%- Service delivery and operational practices
          • 1. Service integration and management
            • 2. Service operation and control
              - Service transition and change management
              • 1. Change enablement and release management
                • 2. Deployment and implementation
                  Support and improve services25%- Service support and incident management
                  • 1. Service desk and request fulfilment
                    • 2. Incident and problem management
                      - Performance measurement and improvement
                      • 1. Metrics and monitoring
                        • 2. Continual improvement practices
                          Create and develop services25%- Service design and development practices
                          • 1. Requirements definition and specification
                            • 2. Service components and architecture
                              - Quality assurance and validation
                              • 1. Service level management
                                • 2. Testing and verification

                                  Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:

                                  Question #1

                                  A manager is working with a diverse team from various cultural backgrounds. What should the manager prioritize to enhance team effectiveness and manage cultural differences effectively?

                                  • A. Ensure that diverse team cultures are aligned with the company's values
                                  • B. Define and promote a uniform corporate culture across all teams
                                  • C. Encourage cultural diversity without boundaries or constraints
                                  • D. Ensure that corporate culture fits into the cultural context of the teams
                                  Reveal Solution  Discussion  0

                                  Correct Answer: A  🗳️

                                  Question #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
                                  Reveal Solution  Discussion  0

                                  Correct Answer: B  🗳️

                                  Question #3

                                  Which is an example of results-based measurement and reporting?

                                  • A. Measuring and reporting customer satisfaction with closed incidents
                                  • B. Measuring and reporting the cost of providing a service to customers and users
                                  • C. Measuring and reporting the number of supplier-related interruptions to a service
                                  • D. Measuring and reporting the number of hours worked by service desk staff
                                  Reveal Solution  Discussion  0

                                  Correct Answer: A  🗳️

                                  Question #4

                                  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
                                  Reveal Solution  Discussion  0

                                  Correct Answer: C  🗳️

                                  Question #5

                                  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
                                  Reveal Solution  Discussion  0

                                  Correct Answer: D  🗳️

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