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PeopleCert ITIL 4 Specialist High velocity IT Exam - Topic 2 Question 19 Discussion

A service provider reliably meets the agreed service levels, but some customers are not happy because they are not achieving the outcomes that they expected.Which is the BEST thing the service provider can do about this?
A) Identify ways to improve service levels, and discuss the cost of these improvements with the customers
B) Focus on technical excellence to further improve services
C) Analyze customer feedback to understand and address unmet expectations
D) Provide additional training to customers on using the service

PeopleCert ITIL 4 Specialist High velocity IT Exam - Topic 2 Question 19 Discussion

Actual exam question for PeopleCert's ITIL 4 Specialist High velocity IT exam
Question #: 19
Topic #: 2
[All ITIL 4 Specialist High velocity IT Questions]

A service provider reliably meets the agreed service levels, but some customers are not happy because they are not achieving the outcomes that they expected.

Which is the BEST thing the service provider can do about this?

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Suggested Answer: A

by Edgar at Aug 03, 2025, 11:32 AM

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Curt
6 months ago
B is a waste of time if customers are still unhappy!
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Susana
6 months ago
But what if they just don't get it?
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Renea
6 months ago
A little training could help too, but not the main fix.
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Winfred
7 months ago
I agree, analyzing feedback is key!
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Royce
7 months ago
C seems like the best option to really understand the issues.
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Shaquana
7 months ago
Providing training, as in option D, could help, but I wonder if it really tackles the root of their dissatisfaction.
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Paris
7 months ago
I feel like we had a similar practice question where analyzing feedback was key. Option C sounds familiar and relevant.
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Cyril
7 months ago
I'm not entirely sure, but I think focusing on technical excellence, like in option B, might not address the customers' actual concerns.
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Ezekiel
8 months ago
I remember we discussed the importance of understanding customer feedback in class. It seems like option C might be the best choice here.
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Lavonna
8 months ago
I'm a bit confused by this one. Should we be looking to improve the service levels or focus on the customer's expectations? I'm not sure which option is the best approach.
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Krystal
8 months ago
Okay, I've got this. The service levels are being met, so the focus should be on addressing the customer's actual needs and outcomes. Option C is definitely the way to go.
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Corinne
8 months ago
Hmm, I think the key here is to really understand the customer's perspective and what their unmet expectations are. Option C looks like the best way to get to the root of the issue.
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Vince
8 months ago
This seems like a tricky one. I'll need to carefully consider the options and think about what the best approach would be.
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Yasuko
9 months ago
That could be a good idea too, but addressing unmet expectations should be the priority.
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Gladys
9 months ago
A) Discussing the cost of improvements with customers? Sounds like a great way to tick them off even more. Just do what it takes to deliver the promised outcomes!
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Bong
9 months ago
D) Training the customers? Seriously? That's like putting a bandaid on a broken leg. The provider needs to take responsibility and fix the actual problems.
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Jodi
10 months ago
But wouldn't it also be helpful to provide additional training to customers on using the service?
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Marvel
10 months ago
I agree, C is the way to go. The service provider needs to dig deeper into the customer pain points, not just focus on technical improvements.
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Jeannetta
10 months ago
I agree with Yasuko, understanding customer expectations is key to improving satisfaction.
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Yasuko
10 months ago
I think the service provider should analyze customer feedback to understand and address unmet expectations.
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Ahmed
10 months ago
C) Analyzing customer feedback is the best way to address the unmet expectations. That's key to understanding the real issues and finding the right solutions.
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Billye
9 months ago
C) Analyze customer feedback to understand and address unmet expectations
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Eden
9 months ago
A) Identify ways to improve service levels, and discuss the cost of these improvements with the customers
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Cyril
10 months ago
A) Identify ways to improve service levels, and discuss the cost of these improvements with the customers
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