ITIL4-CDS Create, Deliver and Support Practice Question
Exhibit
CI_NAME: Web-Server-01 STATUS: Up LOAD: 98% RESPONSE_TIME: 12s PENDING_CHANGES: 0 WARNING: High latency detected.
Refer to the exhibit. Given the server status, which action is most aligned with ITIL 4 CDS 'Support' guidance?
⚠ Common exam trap
Candidates often choose 'Incident Management' to resolve the current error, failing to recognize that CDS emphasizes proactive intervention and service optimization over simple reactive ticket closure for performance issues.
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
✓
Investigate the root cause of high load and latency proactively.
The server is functional ('Up') but clearly failing to meet 'fit for use' requirements due to extreme latency and high load. The CDS approach requires proactive intervention to prevent a full service outage. By identifying this as a potential performance incident, the team can investigate the cause and apply a fix or scale resources before users are impacted, embodying the shift from reactive to proactive service management.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Close the monitoring alert because the server is currently 'Up'.
Why it's wrong here
Closing an alert just because the service is 'Up' ignores the reality that it is unusable due to latency. This is a classic example of failing to manage 'fit for use'. Proactive support requires looking beyond binary status flags to understand the actual performance metrics that affect the user experience.
- ✓
Investigate the root cause of high load and latency proactively.
Why this is correct
Proactive investigation is required when performance metrics indicate impending failure. This allows the team to resolve the issue before a major incident occurs, ensuring service stability and reliability. This approach demonstrates a commitment to maintaining 'fit for use' criteria and preventing downtime, which is the heart of CDS support.
- ✗
Wait for users to report performance degradation through the portal.
Why it's wrong here
Waiting for user reports is a reactive, legacy approach. Modern service management aims to identify and fix performance issues before they affect the user. Relying on reports means that users have already suffered a poor experience, damaging trust and increasing the stress on the support team during the incident.
- ✗
Apply a software patch immediately to see if it fixes the load issue.
Why it's wrong here
Applying a patch without understanding the root cause is high-risk. It could exacerbate the problem or introduce new, unforeseen issues. The correct CDS approach is to analyze the data, determine the cause of the load, and then execute a controlled, tested change to resolve the issue safely and effectively.
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.