ITIL4-CDS Create, Deliver and Support Practice Question
What is the primary purpose of the 'Service Desk' in the ITIL 4 CDS model?
⚠ Common exam trap
Candidates often confuse the Service Desk with incident resolution teams or technical backline groups, assuming its purpose is to fix complex technical failures directly rather than act as the primary communication point.
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 act as the primary point of contact for users for all service-related issues.
The Service Desk is the single point of contact between the service provider and users. It is much more than a call center; it is the face of the service organization. Its primary function is to capture demand, provide assistance, and maintain the communication link, ensuring that users have a clear pathway to help and that the service provider stays connected to the needs and experiences of its customers.
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 be the sole authority that can approve changes to the infrastructure.
Why it's wrong here
Change Enablement is the practice responsible for approving changes, not the Service Desk. While the Service Desk might log change requests, they do not hold the authority to approve them. Separating these functions ensures that change governance is handled by those with the appropriate technical and business risk assessment.
- ✓
To act as the primary point of contact for users for all service-related issues.
Why this is correct
The Service Desk serves as the central hub for users to report incidents and request services. This provides a consistent, streamlined experience for users, allowing the service provider to manage demand, track performance, and gather the insights needed to improve the services being delivered to the organization.
- ✗
To perform deep-dive software development for new service features.
Why it's wrong here
Software development is the responsibility of product and development teams. The Service Desk focuses on support, incident resolution, and user communication. While they may provide feedback to developers, they are not tasked with the actual coding or engineering of the services themselves, as this would conflict with their operational role.
- ✗
To manage the hardware procurement and physical supply chain logistics.
Why it's wrong here
Hardware procurement is typically handled by IT Asset Management or Procurement departments. While the Service Desk may fulfill requests for hardware from stock, they are not responsible for the supply chain, vendor negotiations, or the logistics of purchasing and tracking physical inventory on a global or enterprise scale.
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.