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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Ora

1 days 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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Dorcas

6 days ago

I agree with Christene, focusing on achieving outcomes is crucial for the end-to-end customer journey.

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Christene

8 days ago

I think the correct statement is C) It focuses on achieving outcomes.

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