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Free PDF Quiz ITIL - Reliable ITIL-DSV - ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Reliable Exam Online

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ITIL ITIL-DSV Exam Syllabus Topics:

Topic	Details
Topic 1	Understanding Stakeholder Needs and Expectations: This module guides IT service managers and professionals in identifying, assessing, and prioritizing the needs and expectations of diverse stakeholders, including customers, employees, partners, and regulators.
Topic 2	Customer Journey Mapping: This module provides customer experience professionals and service designers with the tools to map the customer journey. It involves identifying critical touchpoints, pinpointing pain points, and discovering opportunities for enhancing the customer experience, leading to improved service outcomes.
Topic 3	Customer Experience Management: In this module, IT service managers and customer experience professionals will gain a deeper insight into the principles of creating and sustaining a positive customer experience. It focuses on strategies to ensure that services are designed and delivered with the customer as the central focus, thereby enhancing overall satisfaction.
Topic 4	Value Co-creation: In this module, IT service managers and business leaders will delve into the concept of value co-creation, learning how value is not merely delivered to customers but is also created collaboratively with them. The module highlights the significance of engaging customers as active partners in the service process.

ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Sample Questions (Q22-Q27):

NEW QUESTION # 22
A service provider is setting up an agreement with an organization. As the user experience is important, it is added to the agreement. Which metric would you advise to be added to the agreement?

A. Unlimited monthly traffic
B. Maximum duration of an interruption
C. Number and frequency of returns to the previous stage
D. Maximum number of simultaneous downloads

Answer: B

Explanation:
When user experience is a critical aspect of a service agreement, metrics that directly impact the user's interaction with the service should be prioritized. Themaximum duration of an interruptionis a key metric that affects service availability and reliability, both of which are crucial to user experience. This metric is directly linked toService Level Agreements (SLAs), which often include targets for uptime and acceptable downtime limits.
In ITIL 4, theService Level Management (SLM)practice is responsible for negotiating, monitoring, and managing SLAs, ensuring that they reflect the customer's needs and expectations. A well-defined SLA with a metric for the maximum duration of an interruption helps ensure that the service provider can maintain the desired level of service continuity, thereby protecting the user experience from being negatively impacted by prolonged outages.
This approach aligns with the ITIL 4 guiding principles of"Focus on Value"and"Optimize and Automate," ensuring that the service provided is reliable and meets the agreed-upon expectations for availability, which is a major component of a positive user experience.

NEW QUESTION # 23
An internal IT service provider does not have all the skills needed to create and deliver a new service, but could develop them with enough time. There are many external service providers who can provide this service. Which approach should the organization follow to decide if they should use the internal service provider or to source the service externally?

A. Start by understanding the cost of procuring the service internally and externally, then ask internal and external service providers to complete a 'request for quotation1 documenting their preferred solution
B. Start by analysing and documenting the detailed service requirements, then ask external serviceproviders to respond to a 'request for information1 documenting how they would deliver to these requirements
C. Start by asking the internal service provider to develop the required skills, then use these newly developed skills to create and deliver the new service internally
D. Start by reviewing organizational policies for sourcing services, then identify the most important criteria for selecting a service provider, and use a 'decision matrix' to compare service providers

Answer: D

Explanation:
The organization should "Start by reviewing organizational policies for sourcing services, then identify the most important criteria for selecting a service provider, and use a 'decision matrix' to compare service providers." ITIL 4 advises that when deciding whether to source a service internally or externally, it is crucial to consider organizational policies, identify key criteria for selection, and use a structured approach like a decision matrix to make an informed choice.

NEW QUESTION # 24
A service provider is receiving complaints from the users about the migration to a new service. The users are finding difficult to identify and use features of the migrated service. What would have helped to prevent this?

A. The outcomes should be part of the service level agreement.
B. All changes should be assessed and prioritized.
C. An e-learning course describing migration of service should be easily available to the users.
D. The users should be marked as an important stakeholder in the stakeholder map.

Answer: C

Explanation:
Providing an e-learning course on the migrated service would have significantly reduced user complaints by ensuring that they were well-informed about the new service features and how to use them effectively.
TheAwareness and Communicationstep within theChange Enablement practiceunder ITIL 4 stresses the importance of communicating changes to all relevant stakeholders and ensuring they have the necessary information and training to adapt to these changes.
The complaint in this scenario arises due to a lack of understanding and difficulty in using the new service.
By offering an e-learning course, the service provider would be following theITIL 4 guiding principle of
"Collaborate and Promote Visibility,"ensuring that users are informed and comfortable with the changes.
Moreover, theService DesignandTransitionstages emphasize the need to prepare users for new services, ensuring a smooth transition and minimizing resistance or confusion.
This solution aligns with ITIL 4's focus on improving user experience by providing adequate resources for learning and adaptation, which in turn enhances overall service quality and customer satisfaction.

NEW QUESTION # 25
An organization finds value in moving to a 'platform as a service' solution. The organization understands that it is crucial to optimize its own way of working to make this a success. What is this an example of?

A. Partnership
B. Cooperative Relationship
C. Co-creation Relationship
D. Basic Relationship

Answer: C

Explanation:
In ITIL 4, a "Co-creation Relationship" is a collaborative approach where both the service provider and the service consumer work closely together to create value. In this scenario, the organization understands the importance of optimizing its own way of working to successfully leverage a 'Platform as a Service' (PaaS) solution. This demonstrates a recognition that both parties must contribute actively to the success of the service, which is the essence of co-creation.
* Option A (Incorrect):A partnership is broader and may involve various degrees of collaboration but doesn't necessarily emphasize the mutual creation of value as strongly as co-creation does.
* Option B (Incorrect):A Basic Relationship is more transactional and does not involve the deep collaboration needed to optimize working processes for a PaaS solution.
* Option C (Incorrect):A Cooperative Relationship involves some level of collaboration but not to the extent where both parties are jointly optimizing their processes to create value.
* Option D (Correct):This is the correct answer. Co-creation is key in scenarios where success depends on the joint efforts of the service provider and the consumer, such as in adopting a PaaS solution.

NEW QUESTION # 26
An organization's customers have historically been satisfied with the functionality and performance of its services. Recently, however, the organization is getting complaints about both the performance of the services and areas, such as sales and customer support. How can the organization BEST collect the information needed to address these complaints?

A. Gather customer experience and service level metrics
B. Gather customer service performance metrics and map to SLAs
C. Use feedback from service reviews to assess value realization
D. Conduct satisfaction surveys after service interactions

Answer: A

Explanation:
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.

NEW QUESTION # 27
......

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ITIL-DSV RELIABLE EXAM ONLINE & ONLINE ITIL-DSV TRAINING

ITIL-DSV Reliable Exam Online & Online ITIL-DSV Training