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PeopleCert Exam ITIL-DSV Topic 2 Question 19 Discussion

Actual exam question for PeopleCert's ITIL-DSV exam
Question #: 19
Topic #: 2
[All ITIL-DSV Questions]

Which is a technique for identifying customers that have common demands?

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Suggested Answer: A

The correct statement about the end-to-end customer journey is that 'It reflects an overall perception.' ITIL 4 explains that the customer journey encompasses the entire experience a customer has with a service provider, from initial contact to final service delivery and beyond. It is about the overall perception and experience rather than just optimizing individual touchpoints.


by Merilyn at Mar 03, 2025, 07:30 PM

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Tawanna
16 days ago
If the answer isn't market segmentation, I'm going to need a PESTLE of an explanation to convince me. This question is SWOT of my league!
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Chantay
1 days ago
A) Market segmentation
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Nan
27 days ago
Market segmentation is like finding the common denominator among customers. It's the Goldilocks of customer identification - not too broad, not too narrow, just right!
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Freida
29 days ago
SWOT analysis is great for understanding a company's strengths, weaknesses, opportunities, and threats, but it doesn't really help with identifying customer segments. Gotta go with A on this one.
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Karl
2 days ago
I agree, market segmentation is definitely the way to go when it comes to identifying customer demands.
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Marleen
1 months ago
The continual improvement model is more about improving processes, not customer segmentation. Hmm, I'm pretty sure the answer is A) Market segmentation.
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My
1 months ago
PESTLE is for analyzing the external factors that could impact a business, not identifying customer segments. That's definitely not the right choice for this question.
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Carissa
22 days ago
B) PESTLE
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Viola
27 days ago
A) Market segmentation
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Filiberto
2 months ago
Market segmentation sounds like the right answer here. It's all about identifying groups of customers with similar needs and characteristics.
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Elouise
21 days ago
Yes, market segmentation helps businesses target specific groups of customers effectively.
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Janella
23 days ago
I agree, market segmentation is definitely the technique for identifying customers with common demands.
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Reita
2 months ago
I think D) SWOT analysis can also help in identifying customer demands by analyzing strengths and weaknesses.
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Millie
2 months ago
I agree with Annett, market segmentation helps in targeting specific customer groups.
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Annett
2 months ago
A) Market segmentation is the technique for identifying customers with common demands.
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