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Question 64 - ITIL-DSV discussion

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A service consumer has asked a commercial service provider to develop a new document storage service. The service consumer has a limited budget and the employees that will use the service have a long list of requirements. Which is the BEST approach for collecting the requirements?

A.
Work with the users to establish a set of requirements and involve the customer in clarifying and agreeing the requirements
Answers
A.
Work with the users to establish a set of requirements and involve the customer in clarifying and agreeing the requirements
B.
Work with the customer to identify the requirements for utility and warranty and inform the users of what has been agreed
Answers
B.
Work with the customer to identify the requirements for utility and warranty and inform the users of what has been agreed
C.
Hold a workshop with the customer to develop a solution for the document storage service and obtain their agreement before starting development
Answers
C.
Hold a workshop with the customer to develop a solution for the document storage service and obtain their agreement before starting development
D.
Arrange a number of workshops with the users to identify a set of requirements and obtain their agreement before commencing development
Answers
D.
Arrange a number of workshops with the users to identify a set of requirements and obtain their agreement before commencing development
Suggested answer: B

Explanation:

The best approach for collecting requirements in this scenario is to 'Work with the customer to identify the requirements for utility and warranty and inform the users of what has been agreed.' ITIL 4 highlights that utility (what the service does) and warranty (how the service performs) are critical to defining the value a service provides. By focusing on these aspects with the customer, the service provider can ensure that the service meets the essential needs within the budget constraints, while users are informed about the agreed functionalities.

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asked 18/09/2024
Juliet Kihonge
43 questions
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