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PeopleCert ITIL 4 Specialist High velocity IT Exam - Topic 3 Question 20 Discussion

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

Question #: 20
Topic #: 3

[All ITIL 4 Specialist High velocity IT Questions]

What should be done FIRST when designing a customer journey?

ADefining the desired outcome and the value proposition

BMapping the technical requirements for service delivery

CIdentifying potential risks to the journey

DCreating a feedback loop for customer input

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Suggested Answer: A

by Ahmad at Aug 13, 2025, 06:30 AM

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Lilli

8 months ago

Agree, feedback loops are super important but not the first step.

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Vicente

8 months ago

I think mapping technical requirements should come before anything else.

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Dorthy

9 months ago

Wait, are we really starting with outcomes? Seems too vague to me.

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Lai

9 months ago

Identifying risks is crucial too, but I guess it depends on the context.

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Lucina

9 months ago

Definitely defining the desired outcome first!

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Kent

9 months ago

Creating a feedback loop for customer input sounds important, but I think that might be something we do after establishing the journey. I’m a bit confused about the order.

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Paola

10 months ago

I’m leaning towards identifying potential risks first. It makes sense to know what could go wrong before diving into the design, but I’m not completely confident.

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Samira

10 months ago

I remember practicing a question where we had to prioritize steps in customer journey design. I feel like mapping technical requirements might come later, but I could be wrong.

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Shalon

10 months ago

I think the first step should be defining the desired outcome and value proposition. It seems like a logical starting point, but I'm not entirely sure.

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Rikki

10 months ago

Creating a feedback loop for customer input is crucial. You need to understand their needs and pain points from the start.

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Rutha

10 months ago

Identifying potential risks seems like a smart move. You want to get ahead of any issues that could derail the customer journey.

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Jamal

11 months ago

Hmm, I'm not sure about this one. Mapping the technical requirements could be important too, to make sure the journey is actually feasible. I'll have to think this through.

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Franklyn

11 months ago

I think the first step should be defining the desired outcome and the value proposition. That seems like the logical starting point to me.

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Sanda

11 months ago

I think creating a feedback loop for customer input is crucial to ensure the journey meets their needs.

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Annabelle

11 months ago

But shouldn't we also consider potential risks to the journey before moving forward?

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Johana

1 year ago

I agree with Brynn. Without knowing the desired outcome, how can we design the journey?

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Brynn

1 year ago

A) Defining the desired outcome and the value proposition should be done first.

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