ITIL4-CDS Create, Deliver and Support Practice Question
In the CDS framework, what does 'Value' primarily depend on?
⚠ Common exam trap
Candidates often define value based on internal provider metrics like uptime or cost-efficiency, forgetting that ITIL 4 explicitly defines value as the customer's perceived outcomes and experience.
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
✓
The perception of the customer regarding the outcomes achieved.
Value is co-created and inherently subjective, depending entirely on the customer's perception and outcomes. It is not defined by the provider but by whether the user's needs are met by the service. Therefore, CDS emphasizes that service design and support must be tailored to these specific customer outcomes, ensuring that every activity adds tangible value rather than just completing a process step.
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 strict adherence to the defined service level agreement targets.
Why it's wrong here
While SLA targets are important for measuring service performance, meeting them does not guarantee value if the service does not actually help the user achieve their goals. Value is determined by user outcomes, not just by hitting technical targets which may not reflect real-world business needs.
- ✓
The perception of the customer regarding the outcomes achieved.
Why this is correct
Value is subjective and is determined by the customer's experience. If the customer does not perceive that the service is helping them achieve their goals, then the service has not delivered value, regardless of how well it was designed or how efficiently it was delivered.
- ✗
The amount of money saved by automating manual IT processes.
Why it's wrong here
Cost savings are a benefit to the provider, but they do not necessarily equate to value for the customer. If automation lowers costs but degrades the user experience or functionality, the customer may perceive that the value of the service has actually decreased.
- ✗
The number of features and functionalities included in the product.
Why it's wrong here
Value is not about the quantity of features but about the utility and warranty of the service. A product with many features can be valueless if those features do not solve the user's problems or if the service is unusable due to poor design or reliability issues.
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.