ExamGecko
Search Search Login
Home Home / ITIL / ITIL-DSV
Question list
Search
Search

List of questions

Search
Open VPLUS File
Convert VPLUS to PDF

Related questions

Just minutes before the service desk operations close for the day, a user calls with an urgent request. What would be the BEST way to respond to the request?
What is an attribute of a strategic partnership?
A consumer organization is making significant changes to the technologies used by its employees, and is discussing those changes with its service provider. How can the service provider BEST demonstrate the capability to meet the needs of the consumer organization?
A service consumer has asked a commercial service provider to develop a new document storage service. The service consumer has a limited budget and the employees that will use the service have a long list of requirements. Which is the BEST approach for collecting the requirements?
Different types of service relationships require different approaches to assessing mutual readiness. Which of the following statements is CORRECT?
Through a virtual call with the Service Manager, a top consumer is complaining about the response time of the staff o delivering new laptops. However, all targets are met. The Service Manager listens to the issue, considers its importance, and proposes to review the Service Level Agreement. Which type of listening is the most appropriate for this situation?
A service provider has received information from market analysis which shows that there is strong demand for one of its products in countries in which it does not usually operate. Which activity should the service provider perform now?
Which is a technique for identifying customers that have common demands?
An organization is encouraging its staff to work from home instead of the office. This has caused changes to how and when users access services. Which aspect of 'managing demand and opportunities' would provide a better understanding of this situation?
Which activity describes user-centered service design?

Question 4 - ITIL-DSV discussion

Report
Export

Which statement about the end-to-end customer journey is CORRECT?Which approach would be BEST aligned to the 'design thinking' methodology at this initial 'empathy' stage?

A.
It reflects an overall perception
Answers
A.
It reflects an overall perception
B.
It involves optimizing touchpoints
Answers
B.
It involves optimizing touchpoints
C.
It focuses on achieving outcomes
Answers
C.
It focuses on achieving outcomes
D.
It represents a pre-determined path
Answers
D.
It represents a pre-determined path
Suggested answer: A

Explanation:

The correct statement about the end-to-end customer journey is that 'It reflects an overall perception.' ITIL 4 explains that the customer journey encompasses the entire experience a customer has with a service provider, from initial contact to final service delivery and beyond. It is about the overall perception and experience rather than just optimizing individual touchpoints.

Show Answer
asked 18/09/2024
Javier Portabales
40 questions
PreviousPreviousNextNext
User
Your answer:
0 comments
Sorted by

Leave a comment first

ExamGecko

Copyright @2023 ExamGecko | All right reserved

Mail us: [email protected]
About us
Contact us
Twitter X
Facebook
Medium
Convert VPLUS to PDF
Open VPLUS files Easily and Quickly
Privacy Policy
Disclaimer
Terms