ITIL4-CDS Create, Deliver and Support Practice Question
What is the primary objective of a 'Service Desk' in the context of the Create, Deliver and Support (CDS) guidance?
⚠ Common exam trap
Candidates often define the Service Desk as a technical support team only, missing its strategic role as the primary entry point for capturing data and facilitating overall service value.
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
✓
To serve as the primary entry point for users, facilitating communication and service delivery.
In CDS, the Service Desk is not merely a logging center; it is the central point of contact for users and a key driver for capturing service performance data. It functions as a critical link between the service provider and the customer, facilitating communication and gathering insights that inform continuous improvement. This role ensures that support remains highly integrated with service delivery, facilitating a seamless experience throughout the service's lifecycle.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
To act as the sole authority for approving all changes to the production environment.
Why it's wrong here
Change approval is typically governed by Change Enablement, not the Service Desk. While the desk may participate in identifying changes, it does not hold the authority to approve or reject them. This would create a bottleneck and divert the desk from its primary mission.
- ✓
To serve as the primary entry point for users, facilitating communication and service delivery.
Why this is correct
The Service Desk acts as the main interface between the organization and its users. By managing incidents and requests effectively, it enables communication, captures user feedback, and directly supports the ongoing delivery of value, which is essential to the overall objectives of the CDS framework.
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To perform all software development tasks that are deemed too minor for the main development team.
Why it's wrong here
The Service Desk is designed to provide support, not to engage in development work. Assigning development tasks to the desk would degrade its ability to provide high-quality support services and misaligns the responsibilities defined within the CDS guidance for different IT roles.
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To minimize the number of interactions with customers to increase team productivity.
Why it's wrong here
The CDS framework emphasizes engagement and value delivery, not minimizing customer contact. A Service Desk that avoids interaction is failing to understand the user's needs, which hinders the ability to provide effective support and prevents the collection of valuable insights for service improvement.
About these practice questions
Courseiva writes every ITIL4-CDS question from scratch — 155 in total, each with an explanation and a wrong-answer breakdown. None are copied from real exams or 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.