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| Section | Objectives |
|---|---|
| Create, Deliver and Support (CDS) | - Service value system and value streams - Service management practices integration - Workforce and technology management |
| Drive Stakeholder Value (DSV) | - Service relationship management - Customer journey and user experience - CX and SLA management |
| High Velocity IT (HVIT) | - Automation and continual improvement - Lean, Agile, DevOps concepts - Digital transformation and ITIL guiding principles |
| Direct, Plan and Improve (DPI) | - Strategy and direction setting - Governance and risk management - Continual improvement model |
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NEW QUESTION # 52
An organization's customers have historically been satisfied with the functionality and performance of its service. Recently, hovewer, the organization is getting complaints about both the performance of the services and areas such as sales and customer support. How BEST can the organization collect the information needed to address these complaints?
Answer: A
Explanation:
Explanation
The best way for the organization to collect the information needed to address the complaints is to collect customer experience and service level metrics. Customerexperience metrics are measures of how customers perceive the quality and value of the service and the interactions they have with the service provider. Service level metrics are measures of how well the service meets the agreed requirements and expectations of the customers and users. By collecting both types of metrics, the organization can identify the gaps and issues in the service delivery and the customer journey, and take actions to improve them. Some examples of customer experience metrics are customer satisfaction, net promoter score, customer effort score, and customer loyalty.
Some examples of service level metrics are availability, reliability, performance, and incident resolution time.
References:https://www.axelos.com/resource-hub/blog/itil-4-leads-to-value
https://www.genroe.com/blog/what-is-the-role-of-customer-feedback-in-the-itil-framework/861
NEW QUESTION # 53
An organization is implementing new technology that will significantly improve how they interact with their customers.
Which term BEST describes this situation?
Answer: C
NEW QUESTION # 54
In an organization, a service desk team employs experienced staff who have worked there for many years and have good relationships with support teams. The organization has a good improvement culture, and staff are encouraged to use their experience and identify improvements. They are developing a new policy for handling incidents.
Which is the BEST approach for this new policy?
Answer: A
NEW QUESTION # 55
Which high velocity IT objective considers an organization's ability to continue providing business services when disruptive events affect its digital products?
Answer: A
NEW QUESTION # 56
Which describes the customer journey?
Answer: A
Explanation:
The correct answer is B. The end-to-end experience customers have with service providers. This is because the customer journey is a term that describes the complete lifecycle of a customer's interaction with a service provider, from the initial awareness and engagement, to the purchase and consumption, to the retention and advocacy12. The customer journey helps to understand the customer's needs, expectations, emotions, and satisfaction at each touchpoint, and to identify the opportunities for improvement and innovation.
A). The actions that the user undertakes to be able to use the service is not the correct answer, because this is only a part of the customer journey, not the whole definition. The user is the person who uses the service, not necessarily the person who pays for it or decides to use it. The actions that the user undertakes to be able to use the service are also known as the user journey, which is a subset of the customer journey12.
C). The actions that the service provider takes to attract new customers is not the correct answer, because this is also only a part of the customer journey, not the whole definition. The service provider is the organization that provides the service, not the customer. The actions that the service provider takes to attract new customers are part of the marketing and sales activities, which are the first stages of the customer journey12.
D). The experience the service user gets from the service provider is not the correct answer, because this is also only a part of the customer journey, not the whole definition. The service user is another term for the user, who may or may not be the customer. The experience the service user gets from the service provider is part of the service delivery and support activities, which are the middle stages of the customer journey12.
References:
* ITIL 4 Managing Professional Transition Module Sample Paper - English, page 11, question 4, answer B
* ITIL 4 Managing Professional Transition Module Candidate Syllabus - English, page 12, learning outcome 1.6
NEW QUESTION # 57
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