PeopleCert ITIL DSV Exam - Topic 8 Question 25 Discussion

Actual exam question for PeopleCert's ITIL DSV exam

Question #: 25
Topic #: 8

A service provider is onboarding a large customer with a complex user base. It is advised that the service provider manages this as a:

AProgramme

BProject

CEmergency Change

DNormal Change

Show Suggested Answer

Suggested Answer: A

When onboarding a large customer with a complex user base, the service provider needs to manage various interrelated projects and activities that contribute to the overall outcome. This scenario requires a coordinated approach that can handle complexity, scale, and the need for multiple outcomes.

Programme:

A programme is a group of related projects managed in a coordinated way to obtain benefits and control not available from managing them individually. In the context of onboarding a large and complex customer, a programme ensures that all projects and activities are aligned with the overall objectives, facilitating effective management of dependencies, risks, and resources.

Project:

A project typically focuses on delivering a specific output within a defined timeframe. While projects are essential components of a programme, managing the onboarding of a large, complex customer as a project alone would not address the multiple, interrelated aspects that need to be coordinated.

Emergency Change:

Emergency changes are unplanned and typically implemented to resolve a major incident or prevent a significant disruption. This is not relevant to the scenario of customer onboarding.

Normal Change:

Normal changes are pre-approved, routine changes that follow a standard process. Managing the onboarding of a large customer is far more complex than what normal change processes handle.

Conclusion: Managing the onboarding of a large customer with a complex user base should be done as a programme, which allows for coordinated management of multiple related projects and activities to achieve the overall strategic goals.

by Milly at Jul 12, 2025, 09:51 PM

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Lelia

2 months ago

I agree, Programme is the way to go for complex setups.

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Alline

2 months ago

Wait, why not just a Normal Change? Sounds simpler.

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Kaitlyn

2 months ago

Definitely a Programme, too many moving parts!

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Buffy

3 months ago

Emergency Change? That seems a bit extreme!

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Tyra

3 months ago

I think it should be a Project, more straightforward.

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Justine

3 months ago

I’m leaning towards programme as well, especially since it’s a large customer with various needs. It just makes sense to manage it at that level.

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Lisandra

3 months ago

Emergency change seems too drastic for onboarding a customer, right? I feel like it’s either a programme or a project.

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Karima

4 months ago

I remember a practice question about onboarding that suggested treating it as a project, but this feels different due to the complexity.

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Annamae

4 months ago

I think this might be a programme because it involves managing multiple aspects of a complex user base, but I'm not entirely sure.

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Alline

4 months ago

Hmm, I'm not sure if this is a programme or a project. I'll need to think through the key differences to decide which one fits best for this scenario.

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Lacresha

4 months ago

This seems straightforward to me. Onboarding a large customer is definitely a programme, not a project or a change. I'm confident that's the right answer.

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Delpha

4 months ago

I'm a bit confused here. Is this really a programme or could it be considered a normal change? I'll need to review the definitions to make sure I pick the right answer.

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Billy

5 months ago

Okay, I've got this. Onboarding a large customer with a complex user base sounds like a major undertaking, so I'd say the best option is to manage it as a programme.

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Detra

5 months ago

Hmm, this seems like a tricky one. I'll need to think carefully about the differences between a programme and a project to decide the best approach.

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Lacresha

6 months ago

I see your point, but I still think managing it as a project would be more efficient in this case.

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Ronny

6 months ago

B! B for 'Bring it on, this is going to be a challenge, but I'm up for it!'

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Fletcher

6 months ago

I think an emergency change might be necessary if there are urgent issues to address.

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Audry

6 months ago

But a programme allows for more flexibility and long-term planning.

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Audry

7 months ago

Hmm, I'm not sure. It could be a project, but it also seems like it might need to be managed as a program. Maybe the service provider should consult a crystal ball to make the right decision.

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Christa

7 months ago

I'm going with option B. This is clearly a project, not just a normal change or an emergency situation.

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Mike

5 months ago

I agree, this definitely sounds like a project to me.

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Alecia

5 months ago

Yeah, a project seems like the best way to handle this complex onboarding process.

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Ronald

6 months ago

I think option B is the most appropriate choice for this situation.

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Louis

6 months ago

Managing this as a programme would be too broad, I think.

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Jessenia

6 months ago

I agree, this definitely sounds like a project to me.

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Huey

7 months ago

Definitely a project. Onboarding a large customer with a complex user base sounds like a major undertaking that requires careful planning and execution.

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