10 free PeopleCert ITIL 4 Specialist CDS Create Deliver and Support practice questions with the correct answer and a full explanation for each, taken from the CertStash pack of 91 questions. Work through them, then open each answer to check your reasoning.
Get all 91 questions (US$39) · Download these 10 as a PDF
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?
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?
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?
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.
Question 4
What approach can ensure testing happens earlier in the development lifecycle?
Show answer and explanation
Correct answer: C. Shift-left
Shift-left is a methodology that moves testing activities earlier in the development lifecycle, integrating quality assurance from the beginning rather than at the end. This approach reduces defects, improves code quality, and catches issues sooner when they are less expensive to fix.
Why the other options are wrong
- A. Service integration and management focuses on supplier coordination, not on development lifecycle practices.
- B. Managing work as tickets is a workflow organizational method unrelated to when testing occurs in the development process.
- D. Robotic process automation improves operational efficiency but does not directly address when testing happens in development cycles.
Question 5
Which statement about ‘service integration as a service’ is CORRECT?
Show answer and explanation
Correct answer: C. The service integrator provides services and manages other vendors
manages other vendors A service integrator in this model acts as the primary vendor who both delivers services directly and manages relationships with other vendors on behalf of the organization. The service integrator takes responsibility for coordinating multiple suppliers and ensuring their outputs integrate effectively.
Why the other options are wrong
- A. A service integrator provides continuity and specialized coordination; replacing them disrupts the integrated management of multiple vendors.
- B. The service integrator delivers services directly to the organization while also coordinating other vendors.
- D. Service integration and management is typically provided by a single primary integrator, not multiple vendors simultaneously in this model.
Question 6
A cross-functional team is designing a value stream to support the development of a new financial service. Some members of the team are suggesting that multiple value streams are needed.
Which factor would MOST LIKELY influence the need for multiple value streams?
Show answer and explanation
Correct answer: A. The methods used to manage the development work
The methods and practices used to manage development work fundamentally determine value stream boundaries. Different development methodologies, tooling approaches, and workflow patterns require separate value streams to be effectively managed. The development method shapes how work flows through the organization.
Why the other options are wrong
- B. Whether customers are internal or external does not necessarily drive the need for multiple value streams; the work itself may flow through the same processes.
- C. Practices are selected based on the value stream design, not the primary driver of whether multiple streams are needed.
- D. Suppliers are managed through service integration and management within value streams rather than being the primary factor determining how many value streams are needed.
Question 7
Which concept is commonly applied to help organizations process and interpret unstructured text, with the aim to produce summaries or translations?
Show answer and explanation
Correct answer: A. Artificial intelligence
Artificial intelligence, particularly through natural language processing techniques, is commonly applied to process unstructured text data and produce summaries or translations. AI algorithms can analyze text patterns, extract meaning, and generate new text outputs autonomously.
Why the other options are wrong
- B. ITSM software manages IT service processes but is not specifically designed for processing unstructured text into summaries or translations.
- C. Information models define data structures and relationships but do not inherently process text or produce summaries.
- D. Advanced analytics typically works with structured data for statistical analysis rather than processing unstructured text for translation or summarization.
Question 8
Which of the following involves consideration of the skills and availability of both internal and external resources?
Show answer and explanation
Correct answer: A. Build vs buy
Build versus buy decisions require evaluating whether internal resources have the necessary skills and availability to develop a solution or whether external suppliers must be engaged. This comparison of internal capacity against external sourcing options directly considers both resource dimensions.
Why the other options are wrong
- B. Swarming focuses on mobilizing available resources for problem-solving rather than evaluating build versus buy resource considerations.
- C. Triage prioritization determines work order and urgency, not the skills and availability assessment required for build versus buy decisions.
- D. Shift-left approach addresses when activities occur in a lifecycle, not the strategic assessment of internal versus external resource capability.
Question 9
An organization prioritizes its work on a ‘last-in, first-out’ basis.
Which work item should be actioned NEXT?
Show answer and explanation
Correct answer: D. An item logged today at 11:00
Last-in, first-out (LIFO) means the most recently added item is actioned first. An item logged today at 11:00 is the most recent, making it the next item to be actioned. This contrasts with FIFO systems where older items take precedence.
Why the other options are wrong
- A. This item is the oldest and would be actioned last in a LIFO system.
- B. Although logged yesterday, this is older than today's items and comes after items logged today.
- C. While logged today, the 09:00 item is older than the 11:00 item logged the same day.
Question 10
An organization wishes to acquire a service from a supplier in a different country but with similar working hours.
Which sourcing model should they use?
Show answer and explanation
Correct answer: D. Nearshoring
Nearshoring refers to acquiring services from suppliers in nearby countries with similar working hours and cultural alignment. This model provides cost benefits while maintaining easier collaboration due to proximity and overlapping business hours, making it ideal when the supplier is in a different but similar country.
Why the other options are wrong
- A. Onshoring means sourcing from within the same country, not a different one.
- B. Insourcing means bringing work in-house rather than using external suppliers.
- C. Offshoring refers to distant countries, typically with significant time zone and cost differences.
That was 10 of 91.
The full PeopleCert ITIL 4 Specialist CDS Create Deliver and Support pack has all 91 questions, each with the answer, the explanation and why the other options are wrong, plus a questions-only copy for timed runs. US$39, paid once, with free monthly updates and a pass-or-your-money-back guarantee.