ITIL4-CDS Create, Deliver and Support Practice Question

Answer analysis

Option-by-option breakdown

For each option: why learners choose it and why it is or isn't the right answer here.

• ✗

  Implement more rigid documentation for handoff procedures

  Why it's wrong here

  Rigid documentation often adds bureaucracy without addressing the root cause of the delay. While documentation is necessary, focusing on making the handoff process more formal does not eliminate the waste associated with switching context and waiting times between different teams. The focus should be on reducing handoffs entirely.

• ✗

  Create a new management layer to oversee inter-team communication

  Why it's wrong here

  Adding a management layer increases overhead and slows down decision-making. ITIL CDS promotes decentralized, empowered teams. Effective collaboration should be built into the team structure through shared goals and tools, not by adding hierarchical layers that create further communication barriers and increase the total cycle time.

• ✓

  Promote cross-functional teams and shared accountability

  Why this is correct

  Cross-functional teams bring together the necessary skills to deliver value end-to-end, removing the need for internal handoffs. By sharing accountability for both development and support, team members collaborate more effectively, reduce cycle times, and improve the overall quality of the services being delivered to the customer.

• ✗

  Standardize the development tools to be different from operations

  Why it's wrong here

  Using different tools for development and operations exacerbates the divide between the teams. ITIL CDS encourages the use of shared toolchains to facilitate visibility and collaboration. Divergent tooling prevents seamless integration and makes it harder to maintain a consistent flow of value across the entire service lifecycle.