ITIL ITIL-DSV Questions Answers

In the context of ITIL 4 and "Drive Stakeholder Value," the introduction of an app by a hotel organization to allow customers to customize their menu during their stay is a response to customer "wants." Wants refer to desires or preferences that enhance the customer experience but are not strictly necessary. This app likely addresses the customer's desire for convenience and personalization, which goes beyond basic needs and touches on what customers want to improve their experience.

Option A (Correct):This is the correct answer. The app enables customers to express their personal preferences, which aligns with their wants rather than basic needs.

Option B (Incorrect):While emotions are important in customer experience, the app primarily addresses wants rather than emotions directly.

Option C (Incorrect):Needs are more fundamental requirements, like having access to food in general, rather than the customization of a menu.

Option D (Incorrect):Stereotype is not relevant in this context and does not relate to the customer's interaction with the app​​.

In the case of using an out-of-the-box service from a large service provider, the service provider typically knows about the organization's needs because "The service provider's marketing and business analysis teams consider generic market needs, instead of the needs of this specific organization." ITIL 4 indicates that standardized services are often designed based on common market needs rather than being tailored to the specific needs of individual customers, which is common with large, scalable service offerings​.

During a digital transformation, maintaining a good relationship with the customer is crucial. The most effective way to ensure this is by regularly gauging customer satisfaction and promptly addressing any issues or concerns that arise. This aligns with ITIL 4's guiding principle of "Progress Iteratively with Feedback," which emphasizes the importance of continuous improvement based on real-time feedback.

Option A (Correct):Regular customer satisfaction surveys and taking action on the results will help maintain a strong relationship by showing the customer that their feedback is valued and acted upon. This builds trust and ensures that the service provider can adapt to the customer’s changing needs during the transformation.

Option B (Incorrect):Lowering the billing margin might be appreciated, but it doesn’t directly address the quality of the relationship or service delivery during the transformation.

Option C (Incorrect):Increasing service levels might not be feasible or necessary during a transformation and could lead to overcommitment and potential failure to meet those service levels.

Option D (Incorrect):Guaranteeing all downtimes will be solved within the agreed targets is part of standard service management, but it doesn’t specifically help maintain or improve the relationship during transformation unless paired with active engagement and feedback mechanisms​​.

The practice that ensures users can easily find information on the portal and that the information is kept up-to-date is "Service catalogue management." ITIL 4 highlights that service catalogue management is responsible for ensuring that accurate and up-to-date information about services is available to users, making it easier for them to find and request services through an online portal​.