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Question 77 - ITIL-DSV discussion

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Users often do not provide feedback because they do not believe it will be addressed. Which is the BEST method for encouraging users to submit feedback in this situation?

A.
Providing information about users' feedback to customers
Answers
A.
Providing information about users' feedback to customers
B.
Having regular face-to-face feedback sessions with users
Answers
B.
Having regular face-to-face feedback sessions with users
C.
Making feedback processing visible for everyone
Answers
C.
Making feedback processing visible for everyone
D.
Automating responses to all users' feedback
Answers
D.
Automating responses to all users' feedback
Suggested answer: C

Explanation:

The best method for encouraging users to submit feedback when they do not believe it will be addressed is 'Making feedback processing visible for everyone.' ITIL 4 stresses the importance of transparency in service management. By making the process of handling feedback visible, users can see that their input is taken seriously and acted upon, which can significantly increase their willingness to provide feedback.

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asked 18/09/2024
James Younger
36 questions
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