Question 17 - ITIL-DSV discussion

During a digital transformation, maintaining a good relationship with the customer is crucial. The most effective way to ensure this is by regularly gauging customer satisfaction and promptly addressing any issues or concerns that arise. This aligns with ITIL 4's guiding principle of 'Progress Iteratively with Feedback,' which emphasizes the importance of continuous improvement based on real-time feedback.

Option A (Correct): Regular customer satisfaction surveys and taking action on the results will help maintain a strong relationship by showing the customer that their feedback is valued and acted upon. This builds trust and ensures that the service provider can adapt to the customer's changing needs during the transformation.

Option B (Incorrect): Lowering the billing margin might be appreciated, but it doesn't directly address the quality of the relationship or service delivery during the transformation.

Option C (Incorrect): Increasing service levels might not be feasible or necessary during a transformation and could lead to overcommitment and potential failure to meet those service levels.

Option D (Incorrect): Guaranteeing all downtimes will be solved within the agreed targets is part of standard service management, but it doesn't specifically help maintain or improve the relationship during transformation unless paired with active engagement and feedback mechanisms.