ITIL-4-DITS · Question #67
An external service provider is developing a new strategy for delivering social media services. The success of new services depends on high levels of customer satisfaction achieved through the…
The correct answer is D. Well-trained service desk staff with a broad set of skills. D is correct because the question's core requirement is capability to deliver high-quality support - and that capability lives directly in the people doing the work. Well-trained service desk staff with broad skills are the operational foundation for consistent, high-level…
Question
An external service provider is developing a new strategy for delivering social media services. The success of new services depends on high levels of customer satisfaction achieved through the highest level of support to users. As part of an internal analysis, which factor is MOST important to consider to ensure that the service provider has the capability to provide the service?
Options
- AEmployment laws effecting service provider staff
- BA mixed demographic of users with varied levels of IT skills
- CKnowledge and understanding of potential Innovative technology
- DWell-trained service desk staff with a broad set of skills
How the community answered
(27 responses)- A19% (5)
- B7% (2)
- C4% (1)
- D70% (19)
Explanation
D is correct because the question's core requirement is capability to deliver high-quality support - and that capability lives directly in the people doing the work. Well-trained service desk staff with broad skills are the operational foundation for consistent, high-level customer satisfaction.
- A (Employment laws) is a compliance/HR concern, not a service delivery capability. Laws constrain how you employ staff, but don't determine service quality.
- B (Mixed demographic of users) describes a characteristic of the customer base, not the provider's internal capability - it's an external factor to adapt to, not an internal strength to build on.
- C (Innovative technology) is appealing but the question asks about current capability, not future innovation potential. Technology without skilled people to deploy and support it doesn't ensure satisfaction.
Memory tip: The question asks "can they do the job?" - follow the chain to the humans actually delivering the service. When the scenario emphasizes support and user satisfaction, the answer almost always points to people and skills, not laws, demographics, or technology.
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