PeopleCert Exam ITIL-DSV Topic 7 Question 2 Discussion

Actual exam question for PeopleCert's ITIL 4 Specialist: Drive Stakeholder Value exam

Question #: 2
Topic #: 7

[All ITIL 4 Specialist: Drive Stakeholder Value Questions]

An organization is aiming to develop a partnership relationship with their service consumers. One of the objectives is to increase the level of trust and customers' satisfaction by establishing a service mindset across the organization. Which initiative is the BEST way to achieve it?

ACarry out a capability assessment and share the results with customers

BHire and develop good relationship managers

CEstablish and enforce detailed service level agreements

DDevelop interpersonal skills and service empathy in all teams

Show Suggested Answer

Suggested Answer: D

The best initiative to develop a partnership relationship with service consumers and increase trust and customer satisfaction is to 'Develop interpersonal skills and service empathy in all teams.' ITIL 4 emphasizes the importance of service empathy and interpersonal skills in fostering a service mindset. By enhancing these skills across the organization, teams can better understand and address customer needs, leading to stronger relationships and higher satisfaction.

by Glenn at Aug 28, 2024, 01:08 AM

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Wilda

2 days ago

I think option D is the best way to achieve it.

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Marjory

6 days ago

I agree with Kimi. Option D is the most holistic approach. Empowering all teams with the right mindset and skills is key to creating a truly customer-centric culture.

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Kimi

8 days ago

Option D all the way! Developing interpersonal skills and service empathy is the best way to build trust and customer satisfaction. You can't just rely on SLAs or relationship managers, the whole organization needs to be on board.

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