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

Show Suggested Answer

Suggested Answer: A

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

Limited Time Offer

25%

Off

Get Premium ITIL 4 Specialist High velocity IT Questions as Interactive Web-Based Practice Test or PDF

Contribute your Thoughts:

Submit Cancel

Lilli

4 months ago

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

upvoted 0 times

...

Vicente

4 months ago

I think mapping technical requirements should come before anything else.

upvoted 0 times

...

Dorthy

4 months ago

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

upvoted 0 times

...

Lai

4 months ago

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

upvoted 0 times

...

Lucina

5 months ago

Definitely defining the desired outcome first!

upvoted 0 times

...

Kent

5 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.

upvoted 0 times

...

Paola

5 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.

upvoted 0 times

...

Samira

5 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.

upvoted 0 times

...

Shalon

6 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.

upvoted 0 times

...

Rikki

6 months ago

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

upvoted 0 times

...

Rutha

6 months ago

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

upvoted 0 times

...

Jamal

6 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.

upvoted 0 times

...