PeopleCert ITIL-4-DITS Exam - Topic 4 Question 29 Discussion

A service provider wants to achieve a balance between customer/market relevance and operational excellence. They also want a balance between looking inward and looking outward. They have performed an analysis and have identified activities that address external views of both market relevance and operational excellence.

To ensure a balanced strategy, which TWO other actions should they take?

Analyse threats to their existing customer base

Identify new opportunities to provide services to the market

Investigate how the provider's technology can enhance customer experience

Analyse staff capabilities to identify strengths that can be exploited