ITIL® 4 Specialist: Drive Stakeholder Value Quiz Questions and Answers
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."
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."
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
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.
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.
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."
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.”
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.
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
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".
