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PeopleCert ITIL DSV Exam - Topic 1 Question 28 Discussion

Actual exam question for PeopleCert's ITIL DSV exam
Question #: 28
Topic #: 1
[All ITIL DSV Questions]

New users are onboarding the service of the service provider.

You are asked to prepare the communication management strategy. Which stakeholders will be part of your plan?

Show Suggested Answer Hide Answer
Suggested Answer: A

When preparing a communication management strategy, especially during the onboarding of new users, it is crucial to include stakeholders who are directly responsible for maintaining and managing the relationship with the service users. The Relationship Manager is the most appropriate stakeholder in this context.

Relationship Manager:

The Relationship Manager is responsible for managing the relationship between the service provider and the service consumers. This role ensures that communication is effective and that the expectations and requirements of the users are understood and met. The Relationship Manager plays a key role in the communication strategy by facilitating dialogue between the service provider and users.


Incorrect Options:

A: The Service Desk focuses on handling incidents and service requests rather than managing overall communication with users during onboarding.

B: The Service Level Manager is responsible for managing service levels but is not the primary contact for user communication during onboarding.

D: The Account Manager handles financial aspects and contracts, which are less relevant to the communication strategy for user onboarding.

Conclusion: The Relationship Manager is the most relevant stakeholder for a communication management strategy during user onboarding, making option C the correct answer.

by Willow at Nov 21, 2025, 06:43 AM

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Beatriz
5 days ago
What about the Account Manager? They know client needs well.
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Gabriele
10 days ago
Definitely! But the Relationship Manager is key too. They build trust.
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Dick
15 days ago
Service Level Manager should be a priority, no doubt!
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Erasmo
20 days ago
Wait, do we really need the Account Manager for onboarding?
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Laticia
1 month ago
I think the Relationship Manager is key too.
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Valentin
1 month ago
Definitely need the Service Desk involved!
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Remedios
2 months ago
A) Service Desk? More like the "Stress Desk" when it comes to onboarding new users! C) Relationship Manager is the clear winner.
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Mari
2 months ago
Haha, the Service Desk? Really? They're too busy dealing with password resets to worry about communication strategy.
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Trina
2 months ago
B) Service Level Manager is the way to go. They ensure the service meets the agreed-upon standards, which is crucial for onboarding new users.
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Noel
2 months ago
D) Account Manager seems like the best choice here. They are responsible for managing the overall relationship with the customer.
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Herminia
2 months ago
I feel like all of them could play a role, but I’m leaning towards the Service Desk and Account Manager being the most important for onboarding.
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Coletta
3 months ago
I’m a bit confused about whether the Service Level Manager is necessary here. I think they might be more focused on performance metrics than user onboarding.
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Micah
3 months ago
I remember practicing a question where the Account Manager was crucial for communication, so I feel like they should be part of this strategy too.
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Delisa
3 months ago
I think the Service Desk should definitely be included since they handle user inquiries, but I'm not sure about the Relationship Manager's role in this.
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Margurite
3 months ago
I think this is a pretty straightforward question. The stakeholders are the ones who work closely with the new users, so the Service Desk, Relationship Manager, and Account Manager seem like the obvious choices.
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Eleonore
3 months ago
Okay, so the main stakeholders are the ones who have direct contact with the new users. I'll make sure to focus on those roles in my communication plan.
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Karma
4 months ago
I think the Service Desk is crucial. They handle user queries.
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Andra
4 months ago
I'd definitely include the Service Desk - they're the front line for handling any issues or questions from the new users. The Relationship Manager and Account Manager make sense too.
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Sharee
4 months ago
Totally agree, all those roles are essential!
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Elfriede
4 months ago
I think the correct answer is C) Relationship Manager. They would be the key stakeholder to manage communication with new users.
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Odette
4 months ago
Hmm, I'm not sure if the Service Level Manager should be included. Their role is more about defining and monitoring service levels, not necessarily communication.
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Melissa
5 months ago
I think the key stakeholders here would be the Service Desk, Relationship Manager, and Account Manager. They're the ones who directly interact with the new users.
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Shelia
3 months ago
I agree, the Service Desk is crucial for new users.
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