ITIL4-CDS Create, Deliver and Support Practice Question
An organization is looking to foster a 'culture of learning' as part of their CDS strategy. Which TWO actions best promote this culture?
⚠ Common exam trap
Candidates often include 'punishing individuals who cause outages' or 'mandatory training,' failing to realize that modern learning cultures rely on psychological safety and voluntary knowledge sharing.
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
✓
Conducting 'blameless post-mortems' after service incidents.
A culture of learning requires psychological safety and a shift from blaming to understanding. By viewing failures as opportunities for improvement and encouraging knowledge sharing, teams become more resilient and adaptive. These actions directly support the ITIL 4 philosophy of continuous improvement, ensuring that the organization learns from its experiences to deliver better services and better employee engagement over time.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Conducting 'blameless post-mortems' after service incidents.
Why this is correct
Blameless post-mortems focus on identifying the systemic causes of incidents rather than assigning personal fault. This approach encourages transparency, as team members feel safe reporting their mistakes, allowing the organization to implement structural changes that prevent recurrence and foster a genuine learning environment.
- ✗
Mandating that all team members achieve individual certifications annually.
Why it's wrong here
While professional development is good, mandating certifications can create a 'check-the-box' mentality that does not foster true learning or psychological safety. It focuses on individual credentials rather than collective team knowledge, and may ignore the practical, experiential learning that is more valuable for day-to-day service delivery.
- ✓
Encouraging the sharing of knowledge through communities of practice.
Why this is correct
Communities of practice provide a forum for individuals with shared interests to exchange knowledge, experiences, and best practices. This breaks down departmental silos and promotes a culture where information is freely shared, leading to faster problem solving and collective growth across the entire organization.
- ✗
Rewarding only those who achieve the highest individual performance metrics.
Why it's wrong here
Rewarding only individual metrics can discourage collaboration and risk-taking, as employees may prioritize personal success over team outcomes. A culture of learning requires a focus on collective improvement and shared goals, which is undermined by aggressive, purely individual-focused performance incentives.
- ✗
Restricting access to production logs to senior engineers only.
Why it's wrong here
Restricting access limits transparency and prevents junior team members from learning how systems actually behave under real-world conditions. A culture of learning relies on openness and accessibility, allowing team members at all levels to investigate issues and gain insights into the operation of the services they manage.
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.