PeopleCert ITIL 4 Specialist CDS Create Deliver and Support Exam Practice Questions, practice question pack
PEOPLECERT · ITIL 4 Specialist CDS Create Deliver and Support

PeopleCert ITIL 4 Specialist CDS Create Deliver and Support Exam Practice Questions

91 questionsInstant PDF downloadUpdated September 2026

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Three of the 91 questions in this pack

Question 1

An organization uses value streams to help them deliver consistent services, and they use ‘service integration and management’ to manage many different suppliers. How does ‘service integration and management’ work with the organization’s value streams?

  1. Service integration and management’ is independent of the organization’s value streams
  2. Service integration and management’ cannot be used in an organization that uses value streams
  3. ‘Service integration and management’ creates a separate value stream for each supplier
  4. ‘Service integration and management’ manages multiple suppliers in a single value stream
Show answer and explanation

Correct answer: D. ‘Service integration and management’ manages multiple suppliers in a single value stream

multiple suppliers in a single value stream Service integration and management operates within an organization's value streams rather than independently. It coordinates multiple suppliers and their contributions as part of a single, cohesive value stream delivery model. This ensures that supplier activities are integrated seamlessly into the overall service delivery process rather than creating separate parallel flows.

Why the other options are wrong

  • A. Service integration and management is fundamentally designed to work within and support an organization's value streams, not operate independently.
  • B. Service integration and management is a core practice for organizations using value streams and helps coordinate supplier contributions within them.
  • C. Service integration and management does not create separate value streams per supplier; it integrates multiple suppliers into existing value streams.

Question 2

A large organization has a centralized service desk, and many different teams that help to resolve incidents and manage service requests. They also use many different suppliers to support these activities. What is the minimum number of different value streams that they need, in order to manage this work?

  1. One value stream for resolving incidents, and a separate value stream for managing service requests
  2. One value stream for the organization, and separate value streams for each supplier
  3. One value stream for the organization, and separate value streams for each team
  4. One value stream for all activity that arrives via the service desk
Show answer and explanation

Correct answer: A. One value stream for resolving incidents, and a separate value stream for managing service requests

separate value stream for managing service requests Organizations need at minimum separate value streams for different types of work flowing through the service desk. Incidents and service requests follow fundamentally different workflows and have different resolution patterns, making them distinct value streams. While a single service desk may be the entry point, the underlying value streams must differ to appropriately manage each work type.

Why the other options are wrong

  • B. Creating separate value streams for each supplier would fragment the organization's work management unnecessarily; suppliers should be integrated into appropriate value streams.
  • C. The minimum is based on work types, not team structure. Multiple teams can contribute to a single value stream.
  • D. A single value stream cannot effectively handle both incidents and service requests, as these require different handling practices and resolution paths.

Question 3

A service desk team acts as a single point of contact for its users Service desk team members are the first-line support however if they are unable to resolve the incidents, they are escalated to second-line support. This tiered support structure has resulted in large queues of unresolved tickets. Which concept or approach would help the organization resolve this situation?

  1. Results-based measurement
  2. Advanced analytics
  3. Outsourcing
  4. Swarming
Show answer and explanation

Correct answer: D. Swarming

Swarming addresses the queue problem by bringing multiple skilled resources together to resolve complex or stuck tickets collaboratively, rather than relying solely on sequential escalation. This approach mobilizes available expertise across teams dynamically, reducing bottlenecks and resolution times when first-line support cannot handle work alone.

Why the other options are wrong

  • A. Results-based measurement focuses on monitoring outcomes, not on resolving the underlying process issue causing queues.
  • B. Advanced analytics helps identify trends in data but does not directly resolve the backlog of existing unresolved tickets.
  • C. Outsourcing may transfer the work but does not inherently improve the tiered structure's effectiveness or reduce queue times.

See all 10 free questions Get the full pack, US$39

91 practice questions for ITIL 4 Specialist: Create, Deliver and Support, with full explanations.

Every question comes with the correct answer, the reasoning behind it, and a note on why each wrong option is wrong. Work through it once with the answers, then again with the questions-only copy under exam conditions.

  • 91 questions mapped to the Create, Deliver and Support exam objectives
  • Answers and explanations for every question, including the wrong options
  • A questions-only PDF for timed practice runs
  • Instant delivery by email the moment you check out
  • Free monthly updates for as long as the exam is live
  • Pass or your money back

Fail the exam and the retake bundle costs US$865. This pack is US$39, paid once, and refunded if you fail.

Try 10 questions free before you buy.

Last updated September 2026 · 91 questions

What makes the Create, Deliver and Support hard

Create, Deliver and Support is where ITIL stops being definitions and starts being judgement. Foundation asks what a practice is; this module asks which practice belongs at a given point in a value stream, a much harder question under time pressure. A scenario might describe a broken handoff between development and support, with four options that are all real ITIL practices that could plausibly apply: incident against problem, change enablement against release management against deployment management, service desk against monitoring and event management. Knowing the definitions does not help, because all four definitions fit.

The other half of the difficulty is that the module is built around ways of working ITIL 4 imported from elsewhere: value stream mapping, shift left, swarming, agile and DevOps team structures, and sourcing and service integration models. These are not ITIL vocabulary, so candidates who study only the ITIL glossary walk into them cold.

The exam is closed book, 40 questions in 90 minutes, with a 70% pass mark (28 of 40). ITIL 4 Foundation, or any ITIL v3 certification, is required before sitting it, along with accredited training or the official eLearning. This pack has 91 practice questions mapped to the published exam objectives.

About the exam

ITIL 4 Specialist: Create, Deliver and Support covers the core service management activities and extends ITIL 4 across the creation, delivery and support of IT-enabled products and services. It is one of the modules on the route to ITIL 4 Managing Professional and, combined with five individual practice modules or the bundled practice module, to ITIL 4 Practice Manager.

Exam domains

  • Planning and building a service value stream to create, deliver and support services
  • Designing and developing services that meet customer needs and business objectives
  • Service transition and operation activities that deliver and sustain service quality
  • Selecting and applying the right ITIL practices within Agile and DevOps teams, including incident, problem, change enablement, release, deployment, service desk and monitoring and event management
  • Team culture, collaboration between development, operations and support, and shift left
  • Sourcing models, service integration, and the tools that support the value stream
  • Metrics, feedback and analytics for service performance and continual improvement

40 multiple-choice questions, 90 minutes, closed book, pass mark 70% (28 of 40). The prerequisite is ITIL 4 Foundation, any ITIL v3 certification, or the ITIL 4 Managing Professional certificate, plus accredited training or ITIL official eLearning before sitting the exam. PeopleCert lists the retake exam bundle at US$865 and the eLearning packages at US$1,338 and US$1,647. Certification renews every three years with 60 CPD points.

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Questions before you buy

What do I get when I buy the PeopleCert ITIL 4 Specialist CDS Create Deliver and Support pack?

91 practice questions as a PDF, each with the correct answer, a full explanation and a note on why the other options are wrong, plus a separate questions-only PDF for timed practice.

How quickly do I receive it?

Straight away. The full PDF and a questions-only copy are emailed to you the moment your payment goes through, and the same links are on your order page.

Is there a free sample?

Yes. Ten questions from this pack, with answers and explanations, are free on this page and as a PDF, so you can judge the quality before you pay.

Are updates included?

Yes. The pack is updated every month for as long as the exam is live, and updates are free for everyone who has bought it.

What if I fail the exam?

We refund the pack. Sit the exam 7 to 30 days after buying, then send your official score report within 7 days of the exam date, as set out in the refund policy.

Can I share it with colleagues?

Each purchase is licensed to one person. For a team, school or training organisation, email support@certstash.com for a licence that fits.

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