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ITIL-4-CDS Reliable Test Tips & Free PDF 2026 Peoplecert ITIL 4 Specialist: Create, Deliver and Support Realistic Valid Exam Forum

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Peoplecert ITIL 4 Specialist: Create, Deliver and Support Sample Questions (Q87-Q92):

NEW QUESTION # 87
A small food retail chain was created twenty years ago. At that time, stock management and point of sale (POS) software was developed and maintained by an internal IT team. Today the chain is using commercial software available off-the-shelf for stock management and POS. What is this situation an example of?

A. Organization-specific requirements for service functionality
B. Service components lacking mass-market adoption
C. Commoditization of service components
D. Customer demand for personalized products

Answer: C

NEW QUESTION # 88
During the Design and Transition activity, the testing team uncovers that non-production environments have been manually patched and reconfigured ad hoc over time. As a result, integration tests succeed in tests but fail in production due to undocumented drift. Which ONE practice should be engaged to enforce environment consistency through standardized change models and configuration baselines?

A. Service Validation and Testing practice
B. Change Enablement practiceright
C. Infrastructure and Platform Management practice
D. Release Management practice

Answer: B

Explanation:
The Change Enablement practice governs how changes are proposed, approved and implemented, including the use of change models that codify environment provisioning and configuration baselines. By embedding automated, low-risk change models and requiring peer- reviewed approvals for any environment update, Change Enablement prevents unauthorized manual tweaks, ensures every change is traceable, and locks test environments into exact production-equivalent states.

NEW QUESTION # 89
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. Review and automate filtering of operations data
B. Recruit and train additional operations staff
C. Renegotiate service level targets
D. Improve operations team training

Answer: A

NEW QUESTION # 90
In many organizations, teams optimize internal metrics, like mean time to resolution or incident backlog size that don't reflect how customers experience or consume services. This misalignment drives improvements customers find irrelevant and can even erode trust. Which ONE approach will best embed a customer-orientated mindset across the service value stream?

A. Co-create detailed customer personas and journey maps to align service activities with real customer outcomesright
B. Establish strict internal SLAs focused on operational efficiency
C. Centralize performance dashboards on tool-generated metrics for executive reporting
D. Implement chargeback mechanisms to enforce financial accountability per department

Answer: A

Explanation:
Co-creating customer personas and journey maps forces teams to step into the customer's shoes, understand desired business outcomes, pain points and moments of truth. With this insight, every practice-from design through continual improvement-can be measured and improved against what customers truly value, driving shared accountability and reducing wasted effort on internally focused metrics.

NEW QUESTION # 91
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?

A. The number of suppliers that will be used to source service components
B. The methods used to manage the development work
C. Whether the service is being created for internal or external customers
D. The number of practices required to support the service

Answer: B

NEW QUESTION # 92
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