ITIL4-CDS Create, Deliver and Support Practice Question
Which THREE activities are essential for the 'Improvement' practice within the Create, Deliver and Support (CDS) context?
⚠ Common exam trap
Test-takers frequently overlook the ongoing measurement phase, mistakenly believing the improvement practice ends once an initiative is prioritized and launched.
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
✓
Identifying improvement opportunities from various sources.
The Improvement practice is continuous and requires data-driven decision-making. By identifying opportunities, prioritizing them based on value, and assessing the results, the organization ensures it is constantly becoming more efficient. These activities are vital for CDS because they keep services relevant, cost-effective, and aligned with changing customer needs, preventing the stagnation of IT services in a rapidly evolving business environment.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Identifying improvement opportunities from various sources.
Why this is correct
Improvement opportunities can come from feedback, incident trends, performance metrics, or innovation efforts. A structured approach to capturing these ideas from multiple sources ensures that the organization has a comprehensive list of potential enhancements, preventing valuable insights from being lost and ensuring the focus stays on value creation.
- ✓
Prioritizing improvements based on their potential value.
Why this is correct
Not all improvements are equal. Prioritization ensures that the limited resources of an organization are applied to the most impactful opportunities first. This alignment with business priorities ensures that the organization is working on the items that will deliver the most significant benefits to customers and operational efficiency.
- ✗
Implementing all suggested improvements simultaneously.
Why it's wrong here
Implementing every suggestion simultaneously would overwhelm the organization, causing massive disruption and resource contention. Improvement must be prioritized and implemented in a controlled, manageable way to ensure that changes are successful, measurable, and do not negatively impact the stability of the existing services currently in operation.
- ✓
Measuring the results of improvement initiatives.
Why this is correct
Measuring results is the only way to know if an improvement was successful. By comparing post-implementation metrics against the original baseline, the organization can confirm the realization of intended value. This loop of measurement and learning is fundamental to the continuous improvement philosophy required in modern service management.
- ✗
Outsourcing all improvement activities to a third-party consultant.
Why it's wrong here
While consultants can provide valuable expertise, outsourcing all improvement activities is counterproductive. Improvement must be an internal capability, embedded within the teams who understand the services and the customers. Relying solely on external parties weakens the organization's ability to learn, adapt, and maintain ownership of its continuous improvement processes.
About these practice questions
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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.