PeopleCert Exam ITIL-DSV Topic 8 Question 16 Discussion

Actual exam question for PeopleCert's ITIL-DSV exam

Question #: 16
Topic #: 8

Which statement about the end-to-end customer journey is CORRECT?Which approach would be BEST aligned to the 'design thinking' methodology at this initial 'empathy' stage?

AIt reflects an overall perception

BIt involves optimizing touchpoints

CIt focuses on achieving outcomes

DIt represents a pre-determined path

Show Suggested Answer

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 Edwin at Jan 09, 2025, 12:57 PM

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Cecilia

4 months ago

As a 'design thinking' enthusiast, I'd have to say C is the way to go. Focusing on outcomes is the heart of the empathy stage.

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Lashandra

4 months ago

User 2: Definitely, it helps in understanding the customer's needs and pain points better.

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Kati

4 months ago

User 1: I agree, focusing on achieving outcomes is key in the empathy stage.

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Fatima

4 months ago

Haha, I bet the designers who came up with this question were having a 'design thinking' session of their own! But in all seriousness, I'd go with B. Optimizing touchpoints is key to a great customer journey.

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Vernell

4 months ago

D seems like the best answer to me. The customer journey is a pre-determined path that the customer follows, not just an overall perception.

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Amie

4 months ago

C) It focuses on achieving outcomes

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Pamella

4 months ago

B) It involves optimizing touchpoints

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Elina

4 months ago

A) It reflects an overall perception

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Selma

4 months ago

I believe that B) It involves optimizing touchpoints is also important in ensuring a seamless customer experience.

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Ora

5 months ago

I think the correct answer is C. The end-to-end customer journey should focus on achieving outcomes for the customer, not just optimizing individual touchpoints.

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