ITIL4-CDS Create, Deliver and Support Practice Question
A team is designing a new service. They are using 'User Stories' to define requirements. Why is this technique preferred in ITIL 4 CDS?
⚠ Common exam trap
Candidates often choose 'to improve technical accuracy' or 'to document requirements,' missing the fundamental CDS focus on the user's perspective and the value the user receives from the service.
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Because they maintain focus on the value delivered to the user.
User stories focus on the value provided to the user rather than just technical functionality. By framing requirements from the user's perspective, teams ensure that the service remains focused on customer outcomes. This aligns with the CDS principle of keeping the user at the center of all design efforts, which leads to more relevant, high-value service delivery and better user adoption.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Because they provide technical specifications for developers.
Why it's wrong here
User stories are intentionally non-technical to keep the focus on user needs. They do not replace technical specifications or architecture documents; they provide the high-level justification for why a feature is needed from the user's perspective, which developers then use to inform their technical implementation and design decisions.
- ✓
Because they maintain focus on the value delivered to the user.
Why this is correct
User stories follow the format 'As a [type of user], I want to [action], so that [value].' This structure keeps the development team focused on the ultimate value being provided to the user, ensuring that all work is justified by its benefit to the customer or business outcome.
- ✗
Because they are legally required for project documentation.
Why it's wrong here
There is no legal requirement for user stories in ITIL or general project management. They are a tool used to facilitate communication and understanding within a development team. Regulatory documentation has different, more formal requirements, and user stories should not be mistaken for or used as formal legal records.
- ✗
Because they eliminate the need for any other documentation.
Why it's wrong here
While user stories reduce the reliance on lengthy, static requirements documents, they do not eliminate the need for all documentation. Other artifacts, such as design diagrams, API documentation, and operational guides, are still necessary to support the long-term maintainability and successful delivery of the service in a production environment.
About these practice questions
One of 155 original ITIL4-CDS practice questions on Courseiva, each with a full explanation and wrong-answer analysis — not exam dumps or protected exam content. Learn why practice questions differ from exam dumps →
JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed September 2026 · checked against the official PeopleCert/AXELOS exam blueprint
This ITIL4-CDS practice question is part of Courseiva's free PeopleCert/AXELOS certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the ITIL4-CDS exam.