ITIL4-CDS Create, Deliver and Support Practice Question
Which activity is most closely associated with the 'Deliver and Support' value chain activity?
⚠ Common exam trap
Candidates often conflate 'Deliver and Support' with 'Design and Transition', confusing the ongoing operational maintenance and user support activities with the initial creation or development phases of services.
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
✓
Providing operational support and managing user requests.
The 'Deliver and Support' value chain activity focuses on ensuring that services are delivered according to agreed specifications and that users receive the support they need to remain productive. It encompasses everything from the transition of services to the operational maintenance and restoration of service levels. This activity is the interface between the IT service provider and the customer, ensuring ongoing service quality and user satisfaction.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Designing the overall service architecture and strategy.
Why it's wrong here
Designing service architecture and strategy is primarily handled within the 'Plan' and 'Design and transition' value chain activities. These activities focus on the high-level roadmap and architectural integrity of services, rather than the day-to-day delivery and operational support provided to end-users during the active service lifecycle phases.
- ✓
Providing operational support and managing user requests.
Why this is correct
The primary focus of 'Deliver and Support' is the actual provision of services to users and the ongoing management of requests, incidents, and issues. This ensures that services remain operational and meet the user's needs on a day-to-day basis, which is the core responsibility of the service delivery and support functions.
- ✗
Developing new software features based on business requirements.
Why it's wrong here
Developing new software features is the core function of the 'Create' value chain activity. This phase involves coding, testing, and preparing for deployment. While these activities eventually support the service, the act of creation itself is distinct from the operational delivery and support activities performed once the service is live.
- ✗
Acquiring new third-party software licenses.
Why it's wrong here
Acquiring software licenses typically falls under the 'Engage' or 'Obtain/Build' value chain activities. These involve supplier relationship management and procurement, which are essential for enabling service delivery but are distinct from the operational activities that manage service delivery and user support once the assets are in place.
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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.