Curious about Actual PeopleCert ITIL 4 Specialist: Drive Stakeholder Value Exam Questions?

Correct : B

In a 'cooperative relationship,' the activity most likely to validate the services provided is 'Joint service reviews of achievements of service targets.' ITIL 4 suggests that cooperative relationships involve regular and collaborative reviews of service performance against agreed targets. This joint approach helps in aligning the service outcomes with the customer's expectations and fostering a cooperative spirit.

Correct : C

When offboarding a service, the service provider should include 'Identifying and making requests for outstanding payments for the service.' ITIL 4 specifies that offboarding activities should ensure that all financial and contractual obligations are settled before the service is fully retired. This includes resolving any outstanding payments, finalizing documentation, and ensuring a smooth transition for ongoing services.

Correct : C

An example of planning for value co-creation is 'Agreeing with a customer the service desk team's response times for each method of user contact.' ITIL 4 emphasizes the importance of co-creating value through collaboration and agreement on service expectations. By agreeing on specific response times, both the service provider and the customer are aligned on expectations, which is crucial for effective service delivery and value creation.

Correct : A

'Market segmentation' is the technique for identifying customers that have common demands. ITIL 4 explains that market segmentation involves dividing a market into distinct groups of buyers who have different needs, characteristics, or behaviors, and who might require separate products or services. This technique allows service providers to tailor their offerings to specific segments more effectively.

Correct : D

The correct statement about the reporting of service outcomes and performance is that 'Service performance metrics should be mapped to customer outcomes.' ITIL 4 emphasizes the importance of aligning service performance metrics with the outcomes that are valuable to the customer. This ensures that the service provider's reporting is focused on what matters most to the customer, thereby enhancing satisfaction and trust.