PeopleCert Exam ITIL-DSV Topic 2 Question 19 Discussion

Actual exam question for PeopleCert's ITIL-DSV exam

Question #: 19
Topic #: 2

[All ITIL-DSV Questions]

Which is a technique for identifying customers that have common demands?

AMarket segmentation

BPESTLE

CContinual improvement model

DSWOT analysis

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 Merilyn at Mar 03, 2025, 07:30 PM

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Tawanna

10 days ago

If the answer isn't market segmentation, I'm going to need a PESTLE of an explanation to convince me. This question is SWOT of my league!

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Nan

21 days ago

Market segmentation is like finding the common denominator among customers. It's the Goldilocks of customer identification - not too broad, not too narrow, just right!

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Freida

23 days ago

SWOT analysis is great for understanding a company's strengths, weaknesses, opportunities, and threats, but it doesn't really help with identifying customer segments. Gotta go with A on this one.

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Marleen

27 days ago

The continual improvement model is more about improving processes, not customer segmentation. Hmm, I'm pretty sure the answer is A) Market segmentation.

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My

1 months ago

PESTLE is for analyzing the external factors that could impact a business, not identifying customer segments. That's definitely not the right choice for this question.

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