ITIL4-CDS Create, Deliver and Support Practice Question
Which TWO actions are key to effective 'Problem Management' in a CDS-based environment?
⚠ Common exam trap
Candidates often confuse problem management activities with rapid incident firefighting, incorrectly selecting options that focus on quick temporary fixes rather than root causes.
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
✓
Analyzing incident trends to identify recurring failures.
Problem management in CDS aims to reduce the number and impact of incidents by identifying and resolving their underlying causes. Effective problem management requires proactive trend analysis to find recurring issues and the creation of known error records to improve future incident resolution speed. These actions ensure that the service provider moves beyond simple 'firefighting' to long-term stability improvements that prevent downtime from occurring repeatedly.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Waiting for a major service outage before starting a root cause analysis.
Why it's wrong here
Waiting for a major outage is a reactive stance that ignores the potential for proactive problem management. Effective CDS teams analyze incident trends even for minor issues to prevent them from escalating into major outages, thus maintaining higher levels of overall service reliability and preventing costly business disruptions from occurring.
- ✓
Analyzing incident trends to identify recurring failures.
Why this is correct
Trend analysis is the cornerstone of proactive problem management. By reviewing incident data, teams can identify patterns that indicate underlying issues. Addressing these patterns before they cause significant impact is a core CDS practice that improves service quality and reduces the total workload of the incident management function.
- ✓
Documenting known errors to speed up future incident resolution.
Why this is correct
Maintaining a database of known errors and workarounds is essential for efficient support. When the same issue recurs, support teams can immediately apply the documented workaround, drastically reducing the time required to restore the service. This practice is vital for meeting service level agreements and improving the overall user experience.
- ✗
Assigning blame to individual developers for every identified bug.
Why it's wrong here
Blame-based cultures discourage transparency and learning. Effective CDS environments foster a culture of blamelessness where the focus is on fixing the underlying systemic issue rather than punishing individuals. This encourages team members to report errors honestly, which is necessary for effective problem management and continuous service improvement efforts.
- ✗
Avoiding the creation of workarounds until a permanent fix is ready.
Why it's wrong here
Workarounds are a critical part of restoring service quickly while a permanent fix is developed. Forcing users to wait for a permanent fix when a valid workaround exists negatively impacts service availability. A balanced approach uses workarounds to restore service immediately while simultaneously working toward a permanent, robust resolution.
Visual reference
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.