ITIL-4-CDS · Question #42
In many organizations, teams optimize internal metrics, like mean time to resolution or incident backlog size that don't reflect how customers experience or consume services. This misalignment…
The correct answer is D. Co-create detailed customer personas and journey maps to align service activities with real. Co-creating customer personas and journey maps forces teams to step into the customer's shoes, understand desired business outcomes, pain points and moments of truth. With this insight, every practice-from design through continual improvement-can be measured and improved…
Question
In many organizations, teams optimize internal metrics, like mean time to resolution or incident backlog size that don't reflect how customers experience or consume services. This misalignment drives improvements customers find irrelevant and can even erode trust. Which ONE approach will best embed a customer-orientated mindset across the service value stream?
Options
- AEstablish strict internal SLAs focused on operational efficiency
- BImplement chargeback mechanisms to enforce financial accountability per department
- CCentralize performance dashboards on tool-generated metrics for executive reporting
- DCo-create detailed customer personas and journey maps to align service activities with real
How the community answered
(33 responses)- A9% (3)
- B6% (2)
- C3% (1)
- D82% (27)
Explanation
Co-creating customer personas and journey maps forces teams to step into the customer's shoes, understand desired business outcomes, pain points and moments of truth. With this insight, every practice-from design through continual improvement-can be measured and improved against what customers truly value, driving shared accountability and reducing wasted effort on internally focused metrics.
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