Free Actual Actual Exam Questions for ITIL-DSV – Edition - Question 5 Discussion
the objectives is to increase the level of trust and customers' satisfaction by establishing a service
mindset across the organization. Which initiative is the BEST way to achieve it?
B, because good relationship managers are key in building trust directly.
This one’s tricky, but B stands out since having strong relationship managers directly builds trust and personal connections, which feels key for partnerships. B
D, because service empathy works deeper than just having relationship managers.
That’s a solid point, but I still think D nails the mindset part best. D
A feels off because just sharing capability assessments won’t really build trust or a service mindset—it’s more about actual behavior and attitude. C is too rigid; detailed SLAs might set expectations but don’t create genuine satisfaction or trust. So between B and D, D makes more sense if the goal’s to embed service empathy across the whole org, not just through specific roles. It’s about culture, not just relationships managed by a few people.
It’s B because direct relationship managers can personalize trust better than broad training.
B Building good relationship managers can create strong, direct links with customers, boosting trust and satisfaction without relying only on broad training efforts. It’s a more targeted approach than just training everyone.
D imo, focusing on interpersonal skills and empathy broadly helps everyone connect better with customers, which builds trust more naturally than just setting rules or hiring specific roles.
D. Does the question specify which teams should be targeted for interpersonal skills?