ITIL4-CDS Create, Deliver and Support Practice Question
During a post-implementation review of a failed major release, a team identifies that poor communication between development and operations teams contributed significantly to the outage. According to ITIL 4 guiding principles, which principle should the organization focus on to prevent future silos?
⚠ Common exam trap
Candidates often select 'Focus on value' or 'Start where you are,' misinterpreting the communication breakdown as a process issue rather than a failure of transparency and collaboration.
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
✓
Collaborate and promote visibility
The principle 'Collaborate and promote visibility' emphasizes breaking down silos, building trust, and sharing information openly across teams. In this scenario, poor communication caused an outage; therefore, fostering cross-functional collaboration and transparent workflows ensures development and operations align effectively before production deployments.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Focus on value
Why it's wrong here
Focus on value ensures that everything the organization does links back to value for stakeholders. While important, it does not directly address organizational silos or inter-team communication breakdowns that lead to operational deployment failures.
- ✗
Keep it simple and practical
Why it's wrong here
Keep it simple and practical advocates for eliminating waste and using the minimum number of steps necessary to achieve objectives. It helps streamline processes but does not directly target cultural silos between development and operations teams.
- ✓
Collaborate and promote visibility
Why this is correct
Collaborate and promote visibility directly addresses cultural silos by encouraging open communication, shared understanding, and cross-functional teamwork. This ensures that development and operations work transparently together to mitigate risks before releases go live.
- ✗
Optimize and automate
Why it's wrong here
Optimize and automate focuses on maximizing the value of human and technical resources through streamlining and technology. Automation aids efficiency, but the root cause of this failure stems from poor human communication and siloed team behaviors.
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.