ITIL4-CDS Create, Deliver and Support Practice Question
A team wants to optimize their 'Support' activities. Which metric best captures the effectiveness of their support efforts from a value-driven perspective?
⚠ Common exam trap
Candidates frequently select 'Mean Time to Resolve' as the best metric, confusing operational efficiency with the value-driven perspective that CDS explicitly prioritizes for support effectiveness.
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
✓
Customer satisfaction scores following ticket resolution.
Focusing on 'Customer Satisfaction' provides a holistic view of how well the support process contributes to the user's perception of value. While metrics like resolution time are important for operational efficiency, they don't reflect the user's experience. CDS emphasizes that support is about value creation; therefore, understanding how users feel about the support received is the most accurate measure of true effectiveness.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
The total number of incidents resolved per week.
Why it's wrong here
This is a volume-based metric of productivity, not effectiveness. A team could close many incidents while failing to solve the underlying problem or leaving the customer frustrated. This metric focuses on throughput rather than the value or quality of the support provided to the end user.
- ✗
Average time to resolution (MTTR) for all incidents.
Why it's wrong here
MTTR is a standard operational metric that indicates how quickly incidents are resolved. While useful for internal management, it does not measure the quality of the interaction, the effectiveness of the solution, or the customer's satisfaction, which are the true indicators of support value.
- ✓
Customer satisfaction scores following ticket resolution.
Why this is correct
Customer satisfaction captures the user's perception of value. In a CDS context, support is about enabling the user, and high satisfaction indicates that the support provided has met or exceeded expectations, which is the ultimate measure of support effectiveness in value-based service delivery.
- ✗
The percentage of incidents that were escalated to tier-2 support.
Why it's wrong here
This metric tracks escalation patterns, which might reflect a need for better training or documentation. However, it does not measure the effectiveness of the support team in providing value. A low escalation rate does not necessarily mean the customer is happy or that the solution provided was effective.
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.