PeopleCert Exam ITIL-4-Specialist-High-velocity-IT Topic 2 Question 10 Discussion

Actual exam question for PeopleCert's ITIL-4-Specialist-High-velocity-IT exam

Question #: 10
Topic #: 2

[All ITIL-4-Specialist-High-velocity-IT Questions]

An organization's customers have historically been satisfied with the functionality and performance of its services. Recently, however, the organization is getting complaints about both the performance of the services and areas such as sales and customer support.

How can the organization BEST collect the information needed to address these complaints?

AAnalyze operational metrics and sales data

BGather customer experience and service level metrics

CReview internal service performance reports

DConduct stakeholder interviews to understand issues

Show Suggested Answer

Suggested Answer: B

by Shawna at Jan 24, 2025, 03:49 AM

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Fernanda

3 months ago

This is a tough one, but I'm gonna have to go with B. Gotta get that customer experience data to really understand what's going on. Although, if I was running the show, I'd just give the customers free ice cream. That's the real solution, right?

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Shelba

1 months ago

D) Conduct stakeholder interviews to understand issues

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Paz

1 months ago

A) Analyze operational metrics and sales data

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Buddy

2 months ago

B) Gather customer experience and service level metrics

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Major

3 months ago

Hold up, are we sure the problem isn't just that the customers are a bunch of grumpy old coots? Just kidding, but for real, I'd go with B. Can't beat that customer experience data, it's like reading minds, but with numbers!

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Kimberlie

2 months ago

Yeah, analyzing operational metrics and sales data might not give the full picture like customer experience metrics would.

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Azzie

3 months ago

I agree, customer experience data is key to understanding what's going wrong.

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Darell

3 months ago

I believe analyzing operational metrics and sales data can also provide valuable insights.

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Eloisa

3 months ago

I agree with Winfred. It's important to understand the customer's perspective.

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Selma

3 months ago

Ooh, this is a tricky one. I'm leaning towards D - can't beat a good old-fashioned stakeholder interview. Get the inside scoop, you know? Though I do love a good data dive, so B is tempting too.

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Jacquelyne

2 months ago

Let's not forget to review internal service performance reports as well, they might reveal important trends.

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Virgilio

2 months ago

True, gathering customer experience and service level metrics is crucial for understanding their perspective.

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Delmy

2 months ago

But analyzing operational metrics and sales data could also give us a clear picture.

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Rikki

3 months ago

I agree, stakeholder interviews can provide valuable insights.

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Winfred

3 months ago

I think we should gather customer experience and service level metrics.

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Lynsey

3 months ago

Hmm, I'd say option B is the way to go. Gotta get that customer experience data to really understand what's going on. Anything else would just be guessing, you know?

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