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Question 13 - ITIL-4-DITS discussion

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An external service provider is developing a new strategy for delivering social media services. The success of new services depends on high levels of customer satisfaction achieved through the highest level of support to users.

As part of an internal analysis, which factor is MOST important to consider to ensure that the service provider has the capability to provide the service?

A.
Employment laws effecting service provider staff
Answers
A.
Employment laws effecting service provider staff
B.
A mixed demographic of users with varied levels of IT skills
Answers
B.
A mixed demographic of users with varied levels of IT skills
C.
Knowledge and understanding of potential Innovative technology
Answers
C.
Knowledge and understanding of potential Innovative technology
D.
Well-trained service desk staff with a broad set of skills
Answers
D.
Well-trained service desk staff with a broad set of skills
Suggested answer: D

Explanation:

Well-trained service desk staff with a broad set of skills are an important factor to consider to ensure that the service provider has the capability to provide the service. They are the main point of contact for customers and users, and they need to be able to handle different types of requests, issues, and feedback. They also need to be able to support the highest level of support to users, which requires technical, communication, and problem-solving skills. Reference: ITIL 4 Leader: Digital and IT

Strategy, page 67-68

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asked 18/09/2024
Michael Geary
35 questions
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