A journey map only reflects provider assumptions and ignores the tensions between users, customers, and sponsors. Which official ITIL Experience topic is most directly being neglected?

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A. Stakeholder Perspectives and Experience Journeys. The PeopleCert page says the module explores the roles, needs, and tensions of users, customers, consumer sponsors, and provider roles in real journeys. The official guidance does not say those tensions can be substituted by metrics, AI controls, or improvement loops alone.

A journey map only reflects provider assumptions and ignores the tensions between users, customers, and sponsors. Which official ITIL Experience topic is most directly being neglected?

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