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Question 41 - ITIL-DSV discussion

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A service provider is receiving complaints from the users about the migration to a new service. The users are finding difficult to identify and use features of the migrated service. What would have helped to prevent this?

A.
An e-learning course describing migration of service should be easily available to the users.
Answers
A.
An e-learning course describing migration of service should be easily available to the users.
B.
All changes should be assessed and prioritized.
Answers
B.
All changes should be assessed and prioritized.
C.
The users should be marked as an important stakeholder in the stakeholder map.
Answers
C.
The users should be marked as an important stakeholder in the stakeholder map.
D.
The outcomes should be part of the service level agreement.
Answers
D.
The outcomes should be part of the service level agreement.
Suggested answer: A

Explanation:

Providing an e-learning course on the migrated service would have significantly reduced user complaints by ensuring that they were well-informed about the new service features and how to use them effectively. The Awareness and Communication step within the Change Enablement practice under ITIL 4 stresses the importance of communicating changes to all relevant stakeholders and ensuring they have the necessary information and training to adapt to these changes.

The complaint in this scenario arises due to a lack of understanding and difficulty in using the new service. By offering an e-learning course, the service provider would be following the ITIL 4 guiding principle of 'Collaborate and Promote Visibility,' ensuring that users are informed and comfortable with the changes. Moreover, the Service Design and Transition stages emphasize the need to prepare users for new services, ensuring a smooth transition and minimizing resistance or confusion.

This solution aligns with ITIL 4's focus on improving user experience by providing adequate resources for learning and adaptation, which in turn enhances overall service quality and customer satisfaction.

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asked 18/09/2024
Dennis Bruyn
39 questions
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