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Question 6 - ITIL-DSV discussion

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A service provider has a hard time receiving user's feedback.

Which of the following is NOT an appropriate solution to improve the situation?

A.
Add social media channels to monitor and provide fast feedback.
Answers
A.
Add social media channels to monitor and provide fast feedback.
B.
Respond to all feedback individually.
Answers
B.
Respond to all feedback individually.
C.
Hand out rewards for feedback.
Answers
C.
Hand out rewards for feedback.
D.
Share the user's feedback on social media.
Answers
D.
Share the user's feedback on social media.
Suggested answer: D

Explanation:

Sharing user feedback on social media is generally not appropriate if the goal is to improve the volume and quality of feedback received from users. Feedback is often sensitive and can include criticisms or private information that users may not want publicly disclosed. Instead, it's better to focus on gathering and responding to feedback through more controlled and secure channels.

The ITIL 4 Drive Stakeholder Value module emphasizes 'Engage' activities, which include collecting and managing feedback to continuously improve service delivery. While adding social media channels (A) and responding to feedback individually (B) are good practices, publicly sharing feedback can breach user trust and discourage future feedback.

Handing out rewards for feedback (C) can be a positive reinforcement strategy to encourage more users to provide feedback, which can then be used to improve services. Sharing feedback publicly (D), however, risks misinterpreting the feedback, violating privacy, or deterring other users from providing honest feedback.

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asked 18/09/2024
Swapnil Salunke
39 questions
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