PeopleCert
ITIL-4-CDS · Question #42
ITIL-4-CDS Question #42: Real Exam Question with Answer & Explanation
Sign in or unlock ITIL-4-CDS to reveal the answer and full explanation for question #42. The question stem and answer options stay visible for context.
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
Unlock ITIL-4-CDS to see the answer
You've previewed enough free ITIL-4-CDS questions. Unlock ITIL-4-CDS for full answers, explanations, the timed quiz mode, progress tracking, and the master PDF. Question stem and options stay visible so you can still see what's on the exam.