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Updated: Oct 01, 2026
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Peoplecert ITIL-4-CDS Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Team Collaboration and Shift-Left Approach | - Shift-left principles
|
| Service Performance and Measurement | - Metrics and KPIs
|
| ITSM Practices in Create, Deliver and Support | - Change Enablement
|
| Organizational Structure and Service Value System | - ITIL Service Value System (SVS)
|
| Value Streams and Service Delivery | - Workflow optimization
|
Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions:
A managed service provider manages an organization's suppliers, provides some delivery functions to the organization, and coordinates service integration and management between the organization and its suppliers. Which model is this an example of?
- A. Retained service integration
- B. Service guardian
- C. Service integration as a service
- D. Single provider
Correct Answer: C 🗳️
In ITIL 4, which practice is accountable for defining the mandatory financial and contractual metadata-such as cost centers, chargeable service rates, SLA targets and contract references- that must accompany every ticket to support accurate chargeback, cost transparency and SLA reporting across the service value streams?
- A. Service Desk practice
- B. Financial Management practiceright
- C. Service Request Management practice
- D. Service Level Management Practice
Correct Answer: B 🗳️
Explanation: Only visible for PrepAwayTest members. You can sign-up / login (it's free).
In a mature ITIL 4 practice environment, incidents are automatically generated from monitoring events, enriched with CI data from the CMDB, and routed through automated priority matrices.
Major-incident teams must be alerted based on dynamic impact thresholds, and linked knowledge articles should surface during ticket resolution. Which ONE practice is accountable for defining and governing this entire ticket lifecycle from auto-creation and CI integration to automated escalations, major-incident protocols, and closure criteria?
- A. Incident Management practiceright
- B. Problem Management practice
- C. Event Management practice
- D. Service Request Management practice
Correct Answer: A 🗳️
Explanation: Only visible for PrepAwayTest members. You can sign-up / login (it's free).
An organization prioritizes its work on a `last-in, first-out' basis.
Which work item should be actioned NEXT?
- A. An item logged yesterday at 09:00
- B. An item logged today at 09:00
- C. An item logged today at 11:00
- D. An item logged yesterday at 11:00
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. Prioritize incoming queries based on their type and associated urgency
- C. Increase the number of service desk agents to process the incoming queries faster
- D. Recommend users to submit queries well in advance to ensure timely processing
Correct Answer: B 🗳️
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