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Question 8 - ITIL-DSV discussion

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An organization's customers have historically been satisfied with the functionality and performance of its services. Recently, however, the organization is getting complaints about both the performance of the services and areas, such as sales and customer support. How can the organization BEST collect the information needed to address these complaints?

A.
Use feedback from service reviews to assess value realization
Answers
A.
Use feedback from service reviews to assess value realization
B.
Conduct satisfaction surveys after service interactions
Answers
B.
Conduct satisfaction surveys after service interactions
C.
Gather customer service performance metrics and map to SLAs
Answers
C.
Gather customer service performance metrics and map to SLAs
D.
Gather customer experience and service level metrics
Answers
D.
Gather customer experience and service level metrics
Suggested answer: D

Explanation:

The organization can best collect the information needed to address complaints by 'Gathering customer experience and service level metrics.' ITIL 4 highlights the importance of understanding both the technical performance (service level metrics) and the user's perception of the service (customer experience metrics). This holistic approach provides comprehensive insights into the areas of concern, helping the organization address both performance and customer support issues.

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asked 18/09/2024
Camrin Schroyer
30 questions
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