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Question 25 - ITIL-DSV discussion

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An organization is looking for a service provider to support them in their digital transformation. As part of the service provider, what would be the first focus of your interactions?

A.
Display the proof of the capabilities to deliver your products consistently.
Answers
A.
Display the proof of the capabilities to deliver your products consistently.
B.
Display solutions implemented at other customers within the same industry.
Answers
B.
Display solutions implemented at other customers within the same industry.
C.
Understanding the customer purposes, issues, and needs.
Answers
C.
Understanding the customer purposes, issues, and needs.
D.
Understanding the utility and warranty requirements to create the most value for the customers.
Answers
D.
Understanding the utility and warranty requirements to create the most value for the customers.
Suggested answer: C

Explanation:

In ITIL 4, particularly within the 'Drive Stakeholder Value' framework, the first focus of interaction when supporting a customer in digital transformation should be to understand their purposes, issues, and needs. This aligns with the guiding principle of 'Focus on Value,' ensuring that the service provider's solutions are truly aligned with the customer's objectives and challenges.

Option A (Incorrect): Displaying proof of capabilities is important but should follow a deep understanding of the customer's specific situation.

Option B (Incorrect): While demonstrating solutions implemented for other customers can build trust, it should not be the first step. Customization to the specific customer's needs is more critical.

Option C (Correct): This is the correct answer. Understanding the customer's specific purposes, issues, and needs is foundational to providing valuable and relevant services.

Option D (Incorrect): Understanding utility and warranty is crucial, but it should come after understanding the broader business context and specific needs.

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asked 18/09/2024
Udara Somachandra
49 questions
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