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Question 49 - ITIL-DSV discussion

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A service provider is launching a new service. The target market is users who have limited experience of using the internet and are unlikely to use social media.

Which is the BEST method of providing user support?

A.
Provide simple online support and contact numbers for the service desk
Answers
A.
Provide simple online support and contact numbers for the service desk
B.
Use machine learning chatbots to anticipate the needs of the users and provide solutions
Answers
B.
Use machine learning chatbots to anticipate the needs of the users and provide solutions
C.
Implement a 'shift-left' approach to provide support and downloadable help articles
Answers
C.
Implement a 'shift-left' approach to provide support and downloadable help articles
D.
Use popular networking sites to promote and provide online user support
Answers
D.
Use popular networking sites to promote and provide online user support
Suggested answer: A

Explanation:

For a target market with limited internet experience and unlikely to use social media, the best method of providing user support is to 'Provide simple online support and contact numbers for the service desk.' ITIL 4 emphasizes the importance of understanding your users and tailoring support methods to their needs and capabilities. In this scenario, simple and direct support mechanisms such as basic online resources combined with traditional contact methods are most appropriate, as they cater to the users' comfort levels and accessibility.

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asked 18/09/2024
Hicham Jellab
44 questions
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