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PeopleCert ITIL DSV Exam - Topic 1 Question 31 Discussion

An organization has a culture that encourages people to hide their mistakes. This reduces opportunities toimprove in many different areas.Which practice would MOST help to improve this situation and how?
B) Relationship management, by developing and communicating values and principles
A) Service level management, by including discussions of transparency in customer meetings
C) Service desk, by sharing more internal IT information with users
D) Supplier management, by encouraging more open communication with suppliers

PeopleCert ITIL DSV Exam - Topic 1 Question 31 Discussion

Actual exam question for PeopleCert's ITIL DSV exam
Question #: 31
Topic #: 1
[All ITIL DSV Questions]

An organization has a culture that encourages people to hide their mistakes. This reduces opportunities to

improve in many different areas.

Which practice would MOST help to improve this situation and how?

Show Suggested Answer Hide Answer
Suggested Answer: B

The practice that would most help improve a situation where an organization's culture encourages hiding mistakes is 'Relationship management, by developing and communicating values and principles.' ITIL 4 highlights the role of relationship management in fostering a culture of transparency and trust. By promoting open communication and ethical behavior, relationship management can address cultural issues that hinder improvement and innovation.


by Niesha at Jan 05, 2026, 05:16 AM

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Elenora
2 months ago
D might work, but it feels less impactful than B.
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Kristeen
2 months ago
C seems useful too. Sharing info can build trust.
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Bonita
3 months ago
I agree, but A could also help. Transparency is key.
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Josue
3 months ago
I think B is the best choice. Values matter!
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Evangelina
3 months ago
Surprised this is even a problem in some places!
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Ceola
3 months ago
Totally agree with B! Communication is everything.
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Jess
3 months ago
A could work too, transparency is key!
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Maryln
3 months ago
Really? I doubt that would change much.
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Myong
4 months ago
B seems like the best option. Values matter!
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Bambi
4 months ago
B is the clear winner here. Gotta love those corporate values and principles, am I right?
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Whitley
4 months ago
Haha, I bet the IT team is just hiding behind their keyboards, hoping no one notices their mistakes. B is the way to go!
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Veronika
5 months ago
I agree with B. Relationship management is crucial for fostering an environment where mistakes can be openly discussed and learned from.
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Galen
5 months ago
Definitely B. Developing a culture of transparency and accountability is key to improving this situation.
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Jovita
5 months ago
B) Relationship management, by developing and communicating values and principles. This is the best way to address the culture issue and promote transparency.
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Emilio
5 months ago
Option C sounds interesting, but sharing internal IT info with users might not directly tackle the issue of hiding mistakes. I feel like we need to focus on the core culture change.
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Matilda
5 months ago
I’m leaning towards option D because open communication with suppliers could foster a culture of honesty, but I’m not confident if that’s the most effective approach.
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Otis
6 months ago
I remember a similar question where we discussed transparency in service management. Option A seems relevant, but I wonder if it really addresses the root of the problem.
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Rosita
6 months ago
I think option B might be the best choice since developing values could encourage openness, but I'm not entirely sure how that translates into daily practice.
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Ashanti
6 months ago
I think I'm leaning towards Option B as well. Addressing the underlying culture through relationship management and values seems like it would have the most lasting impact, compared to more piecemeal solutions.
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Jesus
6 months ago
Option B stands out to me as the most direct way to tackle the root of the problem - by developing and communicating clear values and principles around transparency. That seems like it would create the biggest cultural shift.
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Georgeanna
6 months ago
Hmm, I'm not sure. I can see the logic behind each of the answer choices, but I'm not confident which one would be the MOST effective. I'll have to weigh the pros and cons of each approach.
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Regenia
6 months ago
I'm a bit confused by this question. It seems like there could be multiple ways to address the issue of a culture that hides mistakes. I'll need to think through the options carefully.
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Lenna
7 months ago
I think the key here is to focus on improving the organizational culture and encouraging more transparency. Option B seems like the best approach to me.
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Lenna
12 days ago
Definitely, without open communication, we can't improve.
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Talia
17 days ago
Transparency is crucial for growth.
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Adaline
2 months ago
I agree, option B really promotes a better culture.
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