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PeopleCert ITIL 4 Specialist High velocity IT Exam - Topic 5 Question 11 Discussion

A bank provides an online banking service to external users. The bank measures the functional and non-functional aspects of the service in several ways and is meeting its targets. However, user satisfaction with the service is not as high as the bank would like it to be.Which is the BEST example of an additional aspect of the service that the bank should measure?
A) The number of times a transaction is started but not completed
B) The average page load time for the online banking site
C) The total number of users logging into the service per day
D) The number of successful transactions completed

PeopleCert ITIL 4 Specialist High velocity IT Exam - Topic 5 Question 11 Discussion

Actual exam question for PeopleCert's ITIL 4 Specialist High velocity IT exam
Question #: 11
Topic #: 5
[All ITIL 4 Specialist High velocity IT Questions]

A bank provides an online banking service to external users. The bank measures the functional and non-functional aspects of the service in several ways and is meeting its targets. However, user satisfaction with the service is not as high as the bank would like it to be.

Which is the BEST example of an additional aspect of the service that the bank should measure?

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Suggested Answer: A

by Carole at Feb 10, 2025, 04:54 AM

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Alecia
9 months ago
I’d love to see more focus on user experience overall!
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Aimee
9 months ago
Page load time is super important too, can’t ignore that!
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Blair
9 months ago
But how do we know it's not just a temporary glitch?
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Gilbert
10 months ago
Totally agree, that could show where users are struggling.
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Hubert
10 months ago
I think measuring incomplete transactions is key!
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Melodie
10 months ago
Option D seems important too, but I feel like just counting successful transactions might not capture the whole user experience.
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Tanesha
10 months ago
I practiced a question similar to this, and I think measuring user logins (option C) might not directly reflect satisfaction.
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Ammie
10 months ago
I'm not entirely sure, but I think page load time is crucial for user satisfaction, which makes option B a strong candidate.
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Velda
11 months ago
I remember discussing how user experience can be impacted by transaction completion rates, so option A might be relevant.
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Franklyn
11 months ago
Okay, let me break this down. We're looking for an aspect that the bank should measure to improve user satisfaction, and the options seem to focus on different types of metrics. I'll have to weigh the pros and cons of each one.
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Paola
11 months ago
Aha, I think the answer is pretty clear here. The number of transactions started but not completed would be a great metric to track, as it could indicate where users are getting frustrated or running into issues.
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Lajuana
11 months ago
Hmm, I'm a bit unsure about this one. There are a few options that seem plausible, but I'm not sure which one is the "BEST" example. I'll have to think this through carefully.
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Viki
11 months ago
This seems like a straightforward question about measuring user satisfaction. I think the key is to focus on aspects that directly impact the user experience, rather than just functional metrics.
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Amie
1 year ago
Haha, the bank should just install a giant 'User Satisfaction' meter outside the building. That'll do the trick!
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Xochitl
1 year ago
C: The total number of users logging into the service per day
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Timothy
1 year ago
B: The average page load time for the online banking site
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Kathryn
1 year ago
A: The number of times a transaction is started but not completed
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Odette
1 year ago
Option D seems like the most straightforward answer to me. Measuring the number of successful transactions is a direct indicator of the service's overall effectiveness.
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Linn
1 year ago
That's true, the average page load time is definitely an important factor to consider for user satisfaction.
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Lenna
1 year ago
But don't you think it's also important to consider the average page load time for the online banking site? Slow loading times can be frustrating for users.
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Linsey
1 year ago
I agree, measuring the number of successful transactions completed is crucial for evaluating the service.
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Mitsue
1 year ago
I disagree, I believe option A is the better choice. Tracking the number of abandoned transactions can help the bank understand where users are facing difficulties and improve the service accordingly.
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Amber
1 year ago
I think option B is the best answer. Measuring the average page load time can give valuable insights into the user experience and identify potential performance issues.
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Roxane
1 year ago
I think option D is also important to measure, as successful transactions completed directly impact user experience.
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Janine
1 year ago
I agree, measuring the average page load time is crucial for user satisfaction.
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Denise
1 year ago
I believe measuring the average page load time for the online banking site is also important. Slow loading times can frustrate users and affect their satisfaction.
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Serina
1 year ago
I agree with Sonia. If users are starting transactions but not completing them, it could indicate a problem with the service.
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Sonia
1 year ago
I think the bank should measure the number of times a transaction is started but not completed.
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