ITIL® 4 Specialist Drive Stakeholder Value Quiz Questions and Answers

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

Explanation :

“In order to ensure that the customer and users are satisfied with the service, and the whole customer journey, the service provider should measure and track customer experience, perform customer satisfaction surveys, and request and process feedback from service consumers", and "The customer satisfaction index is a good place to track and assess customer experience. However, without supporting metrics it may be hard to perform further analyses of root causes: for example, in case of declining customer satisfaction level. Service level metrics can be a great help for this analysis. The combined set of experience and satisfaction metrics and service level and resource performance metrics gives an opportunity for service providers to investigate deviations and enable continual improvement."

A service provider is launching a new service to a very large number of users. The majority of users are familiar with social media and online support. Which is the BEST solution for providing user support in this case?

Answer :
  • Provide a range of self-service options as the preferred method with the service desk phone support as back-up

Explanation :

Given that there is a large number of users most of whom are familiar with online methods, self-service is the best option. Phone support is ideal for providing support for users or issues that cannot be resolved by self-service. "Users expect corporate and personal services to provide an experience they are used to and that is based on their daily use of smartphones, personal computers, wearable devices, and commonly used applications. To satisfy this demand, service providers use or emulate familiar interfaces to deliver and support their services."

Resource constraints have slowed an organization’s efforts to expand into new markets. Which practice would recommend eliminating products and services that are not enabling value, so that the required resources can be made available?

Answer :
  • Portfolio management

Explanation :

The purpose of the ‘portfolio management’ practice is to “ensure that the organization has the right mix of programmes, projects, products, and services to execute the organization’s strategy within its funding and resource constraints.” “Any portfolio item can become a subject of value draining, due to the nature of the service, organization or environment. Since the resource constraints generally apply to an entire portfolio, it is critical to review all portfolio items for possible resource redistribution and new investment opportunities.” Ref

A coffee shop runs a marketing campaign that promises that any takeaway coffee is served in 3 minutes. One of the metrics in the SLA between the coffee shop and a service provider of a card payment system is "percentage of payments processed in less than 20 seconds”. Which method has been used to define a suitable performance level from the card payment service?

Answer :
  • Service actions

Explanation :

Serving coffee is a service action. Processing card payment is relevant to an IT service. The 'service actions' method helps to describe and evaluate services based on the performance of key service actions performed by the users and the service provider during service consumption. Customer's requirements can be transformed into performance metrics for respective IT services and used by the service provider and service consumer to manage and measure the service level.

Users contacting an organization’s service desk team often complain that they are required to repeat information when communicating with different individuals and systems within the organization. Specialists that work with the service desk team also complain that they frequently do not get the information needed to handle user queries. What would resolve these issues for all stakeholders?

Answer :
  • Establishing omnichannel communications

Explanation :

Omnichannel communications ensure “a seamless user journey, in which is it possible to switch between channels without losing or corrupting information”. This approach also ensures information is available to all stakeholders. “In non-integrated multichannel communications, there would be information gaps between the channels”. “In omnichannel communications, the context would be continually updated, and reusable data would be available wherever relevant.

An organization with limited resources has a sales team that would like a new service to make it easier to manage customer information. There is also a finance team that wants to consolidate the organization's services to improve efficiency. One of the business units wants to introduce a new product line. Which is the BEST way for the organization to manage this situation?

Answer :
  • Use the capabilities of the 'portfolio management' practice to prioritize the initiatives in line with the organization's objectives

Explanation :

The organization has teams with different perspectives and with initiatives which contribute to the organization's strategic objectives in different ways. "Strategic alignment is crucial for investment prioritization". "The portfolio management practice ensures that all internal and external stakeholder perspectives are included and prioritized. The most important initiatives are given adequate resources before additional initiatives are addressed."

An organization is undergoing a digital transformation and is conducting a strategic analysis of its customers’ needs. The organization uses agile methods to manage its digital products and a more traditional waterfall approach to manage its legacy systems. The organization is also considering introducing new products and services. Which is the BEST way for this organization to undertake this analysis?

Answer :
  • Develop models that help analysts perform tasks that are appropriate for a given context

Explanation :

Models consider the context of business analysis tasks. “It is important that the organization takes a consistent approach to business analysis… however, this does not mean that all business analysis tasks are processed in the same way. An approach might include several models to follow in different contexts such as: new products and services, changing needs, products managed in an agile way or with a legacy, monolithic methods, and so on.”

The IT team in a large enterprise is replacing an important application used for internal communication and collaboration. The team is very enthusiastic about the new application, and believe that it enables new and better ways of working. Pilot users, however, are reluctant to use the new features and just replicate old ways of working in the new system. How can a 'service mindset' improve the situation?

Answer :
  • By encouraging users to understand the features of the new application, and how it can contribute to achievement of the enterprise's objectives

Explanation :

“It is important to ensure that a service mindset is shared by all individuals involved in service consumption, not only by the service provider’s teams.” In the scenario, focusing on value and holistic thinking are the principles that are likely to help. “What is the context of service consumption, and how does it contribute to the objectives of the organization and to the service consumers’ business?” is a relevant question to address.

Which statement about the reporting of service outcomes and performance is CORRECT?

Answer :
  • Service performance metrics should be mapped to customer outcomes

Explanation :

It should be possible to map service performance metrics to customer outcomes. "As part of the assessment, the captured experience, performance, and output data should be correlated with outcomes, risks, and costs and the overall service contribution to the customer objectives and purposes should be assessed." "Services are designed to enable customer activities, which in turn enables the achievement of customer outcomes

A service provider has recently started providing services to a new client. Surveys have shown that most of client's staff are satisfied with their experience across the user journey. However, some users are taking longer to get started because they are unaware or confused by the procedures to access and utilize the services. Which is the BEST recommendation to improve the user journey?

Answer :
  • Improve user training materials and methods as part of the 'onboarding' step

Explanation :

"Evaluating value realization not only verifies that the individual services have created the desired value, but also that the desired customer experience has been achieved (single-loop learning). With double-loop learning, evaluation involves checking that the original value proposition is still valid, and that the SVS is fit for purpose". Examples of onboarding include "Contact and support interfaces are introduced".