ITIL4-CDS Create, Deliver and Support Practice Question
Which metric provides the most insight into the effectiveness of a team’s 'Deliver and Support' efforts in a high-velocity environment?
⚠ Common exam trap
Candidates often choose 'number of incidents' or 'uptime', missing that in high-velocity CDS, the speed of recovery (MTRS) is the most critical measure of resilience and support capability.
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
✓
Mean Time to Restore Service (MTRS).
Mean Time to Restore Service (MTRS) directly measures how efficiently a team handles incidents and disruptions. In a high-velocity environment, the ability to recover quickly is more critical than avoiding all failures. This metric highlights the team's diagnostic capability, availability of documentation, and the effectiveness of their automated recovery processes, making it a primary indicator of successful operational support and service resilience.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Total number of lines of code written per month.
Why it's wrong here
Lines of code is a vanity metric that does not correlate with the value delivered or the stability of the service. It can encourage poor coding practices and technical debt. CDS focuses on outcomes, such as service reliability and speed to market, rather than output-based metrics that lack context or quality.
- ✓
Mean Time to Restore Service (MTRS).
Why this is correct
MTRS is a critical indicator of how well the support team and operational processes manage service interruptions. A low MTRS suggests robust incident management, effective knowledge management, and strong automation, which are all central themes in the CDS practice of maintaining high-quality services in an evolving technical landscape.
- ✗
Number of emails sent by the service desk staff.
Why it's wrong here
The volume of emails is an activity metric that does not capture the effectiveness or quality of service support. High volumes might actually indicate inefficient communication or a lack of self-service capabilities. CDS focuses on value delivery and user outcomes, not the volume of administrative tasks performed by support staff.
- ✗
Total budget spent on third-party software tools.
Why it's wrong here
While budget management is important for the organization, it does not measure the effectiveness of service delivery or support. It is a financial metric that does not reflect whether users are receiving the support they need or if the service is stable, reliable, and meeting business requirements on a day-to-day basis.
About these practice questions
One of 155 original ITIL4-CDS practice questions on Courseiva, each with a full explanation and wrong-answer analysis — not exam dumps or protected exam content. 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.