Exam ITILFND V4 topic 1 question 301 discussion

First- Know who the customer and key stakeholders being served Second- Understand what constitutes value from the consumer perspective Finally- Understand the customers experience

Why "B" Is the Right Answer and "D" Is a Prerequisite While many people might choose D, the most accurate answer according to ITIL principles is B. Understanding what is valuable to the service consumer. This is because "identifying the service consumer" (Option D) is a necessary prerequisite, but it's not the first action of the "Focus on Value" guiding principle. You have to know who your customer is before you can focus on their value, but the moment you start to focus on that value, you must first understand what it is. The principle's name itself is "Focus on Value," and the very first thing you must do to achieve this is to define and understand what that value means from the consumer's perspective. Without that fundamental understanding, any subsequent actions are just a shot in the dark.

B si correct

Ans. D Every activity/step should be delivering value to the organization and its key stakeholders (customer) directly or indirectly. Customer experience/ User experience/ Customer loyalty - First step is identifying who are consumer? - Understanding the consumers perspective of value? - Cost and risk customer willing to take - Map outcome value.

D is correct. Ref 4.3.3.1

“The first step in focusing on value is knowing who is being served. In each situation the service provider must, therefore, determine who the service consumer is”. Ref 4.3.1.1

Please change answer to D

4.3.1.1 Who is the service consumer? When focusing on value, the first step is to know who is being served. In each situation the service provider must, therefore, determine who the service consumer is and who the key stakeholders are (for example, customers, users, or sponsors; see section 2.2 for more details). In doing this, the service provider should consider who will receive value from what is being delivered or improved.

Je suis a l aise avec B aussi.

Repo se b

D is the right question. Answer must be updated: When focusing on value, the first step is to know who is being served. In each situation the service provider must, therefore, determine who the service consumer is and who the key stakeholders are (for example, customers, users, or sponsors; see section 2.2 for more details). In doing this, the service provider should consider who will receive value from what is being delivered or improved.

from 4.3.1.1 "When focusing on value, the first step is to know who is being served."

D - that's in official axelos training book

Now I understood the question... It is not related to the 'Focus on Value' guiding principle, but it just considers "Value" - as the perceived benefits, usefulness, and importance of something. Therefore when focusing on 'Value' we consider what is valuable for the service consumer. B is correct.

When focusing on value we concider what is valuable for the service consumer. Therfore D does not make sense. The question is what we should consider when focusing on value, we consider what the customer Everything we do should be mapped to value. Important is the experience of the customer or user. B is correct

When focusing on value, the first step is to know who is being served.

4.3.1.1 Who is service consumer 4.2.1.2 The consumer's perspective on value