ITIL4-CDS Create, Deliver and Support Practice Question
An organization is transitioning from a traditional siloed structure to a collaborative model. Which approach best supports the integration of development and operations teams to improve service value?
⚠ Common exam trap
Candidates frequently select answers focusing on tool-based automation or training, failing to recognize that CDS prioritizes organizational culture and shared accountability as the primary drivers for breaking down silos.
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
✓
Establishing cross-functional teams that share end-to-end accountability for service performance and reliability.
Integrating teams through shared goals and cross-functional collaboration is a core tenet of CDS. By breaking down silos, organizations improve the flow of value and reduce friction in the delivery pipeline. This cultural and structural shift ensures that shared responsibility for service performance and reliability is established, directly impacting the organization's ability to create, deliver, and support services effectively in a modern business environment.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
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Implementing a strict segregation of duties policy between the development and operations teams.
Why it's wrong here
Strict segregation of duties often reinforces silos rather than breaking them down. While compliance is necessary, excessive separation creates bottlenecks and hampers the collaborative spirit required for DevOps, significantly slowing down the speed of delivery and reducing the ability to support services as a unified, cohesive IT organization.
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Outsourcing the entire support function to a third-party vendor to focus internal efforts on development.
Why it's wrong here
Outsourcing support to an external entity does not solve internal collaboration issues and may further distance developers from operational reality. Successful integration requires shared accountability for service performance, which is difficult to maintain when a third party manages the support lifecycle without meaningful integration with the development team.
- ✓
Establishing cross-functional teams that share end-to-end accountability for service performance and reliability.
Why this is correct
Cross-functional teams create a environment where developers and operations staff share responsibility for the entire lifecycle. This shared accountability encourages early involvement in operational requirements and promotes a focus on service reliability, which is essential for effective service delivery and sustainable support practices within modern, value-driven IT organizations.
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Increasing the number of project managers to coordinate communication between the two separate departments.
Why it's wrong here
Adding layers of management, such as project coordinators, often introduces further bureaucracy rather than fostering direct collaboration. True integration relies on breaking down barriers and empowering teams to communicate effectively without reliance on intermediaries, which is a key objective of ITIL 4's focus on velocity and value.
About these practice questions
This ITIL4-CDS question is part of Courseiva's 155-question bank — original exam-style content with full explanations and wrong-answer analysis, never real exam questions or exam dumps. 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.