ITIL ITIL-DSV - ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV)

The best approach for collecting requirements in this scenario is to "Work with the customer to identify the requirements for utility and warranty and inform the users of what has been agreed." ITIL 4 highlights that utility (what the service does) and warranty (how the service performs) are critical to defining the value a service provides. By focusing on these aspects with the customer, the service provider can ensure that the service meets the essential needs within the budget constraints, while users are informed about the agreed functionalities​.

The aspect of 'managing demand and opportunities' that would provide a better understanding of changes in how and when users access services due to working from home is "Analysing patterns of business activity." ITIL 4 explains that understanding patterns of business activity (PBA) helps in predicting demand for services and ensuring that resources are allocated appropriately to meet the varying needs of users​.

User-centered service design is described by "Balancing user experience with the technical and business requirements." ITIL 4 emphasizes that user-centered design involves understanding the user's needs and expectations and ensuring that these are balanced with the technical feasibility and business goals. This approach ensures that the service is both user-friendly and aligned with the organization's objectives​.

The organization can best collect the information needed to address complaints by "Gathering customer experience and service level metrics." ITIL 4 highlights the importance of understanding both the technical performance (service level metrics) and the user's perception of the service (customer experience metrics). This holistic approach provides comprehensive insights into the areas of concern, helping the organization address both performance and customer support issues​.