ITIL® 4 Specialist Drive Stakeholder Value Quiz Questions and Answers

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?

Answer :
  • Provide simple online support and contact numbers for the service desk

An organization’s customers have historically been satisfied with the functionality and performance of its services. Recently, however, the organization is getting complaints about both the performance of the services and areas, such as sales and customer support. How can the organization BEST collect the information needed to address these complaints?

Answer :
  • Gather customer experience and service level metrics

A service provider has recently released an upgrade to its payroll service. The service provider had told the customer that the upgrade would include functionality to copy information from various other HR systems, to reduce the amount of manual data entry. However, this statement was not documented at the time and the proposed functionality was not included in design then. Which practice includes activities which could have helped to avoid this situation?

Answer :
  • Business analysis

A service provider has received information from market analysis which shows that there is strong demand for one of its products in countries in which it does not usually operate. Which activity should the service provider perform now?

Answer :
  • Produce a cost model that considers all the resources needed

A consumer organization is making significant changes to the technologies used by its employees, and is discussing those changes with its service provider. How can the service provider BEST demonstrate the capability to meet the needs of the consumer organization?

Answer :
  • Ensure there are adequate knowledge and skills to support the customer's changes

Which marketing technique helps to understand the needs of consumers by tracking their behaviour?

Answer :
  • Profiling

Which statement about the end-to-end customer journey is CORRECT?

Answer :
  • It reflects an overall perception

Which is a technique for identifying customers that have common demands?

Answer :
  • Market segmentation

Which is the BEST approach for a service consumer to use when they want to obtain services from a service provider?

Answer :
  • Develop a list of needs focusing on what should be achieved

An investment bank has outsourced its customer care helpline. It is keen to introduce experience metrics into its Service Level Agreements (SLAs) with the service provider for the helpline. It has asked for a re-negotiation of the existing SLA. Which is BEST example of an experience metric that can be included in the SLA?

Answer :
  • Customer satisfaction with the helpline