ITIL ITIL-DSV QUIZ & ITIL-DSV STUDY GUIDE & ITIL-DSV TRAINING MATERIALS

ITIL ITIL-DSV Quiz & ITIL-DSV study guide & ITIL-DSV training materials

ITIL ITIL-DSV Quiz & ITIL-DSV study guide & ITIL-DSV training materials

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ITIL ITIL-DSV Exam Syllabus Topics:

TopicDetails
Topic 1
  • Service Level Management: This module equips IT service managers and service level managers with the skills to establish, monitor, and report on service levels to ensure they meet stakeholder requirements and agreements.
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
  • 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.
Topic 4
  • 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 5
  • 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.

ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Sample Questions (Q55-Q60):

NEW QUESTION # 55
New users are onboarding the service of the service provider.
You are asked to prepare the communication management strategy. Which stakeholders will be part of your plan?

  • A. Service Desk
  • B. Account Manager
  • C. Relationship Manager
  • D. Service Level Manager

Answer: A

Explanation:
When preparing a communication management strategy, especially during the onboarding of new users, it is crucial to include stakeholders who are directly responsible for maintaining and managing the relationship with the service users. The Relationship Manager is the most appropriate stakeholder in this context.
* Relationship Manager:
* The Relationship Manager is responsible for managing the relationship between the service provider and the service consumers. This role ensures that communication is effective and that the expectations and requirements of the users are understood and met. The Relationship Manager plays a key role in the communication strategy by facilitating dialogue between the service provider and users.


NEW QUESTION # 56
A service provider is onboarding new users. To ensure that the user is allowed to access the service, it requires a copy of the user's ID.
What is this an example of?

  • A. User enabling requirements
  • B. Security restrictions
  • C. Multi-factor Authentication
  • D. Role based access management

Answer: A

Explanation:
When a service provider requires a copy of a user's ID to ensure that the user is allowed to access the service, it is implementing a user enabling requirement. This refers to the necessary prerequisites that users must fulfill to gain access to a service.
* User Enabling Requirements:
* These are specific conditions or requirements that a user must meet to gain access to a service.
Requiring a copy of the user's ID is an example of such a requirement, ensuring that only authorized users are granted access.


NEW QUESTION # 57
Which is the BEST approach for a service consumer to use when they want to obtain services from a service provide?

  • A. Provide the service provider with a detailed list of requirements
  • B. Develop a list of needs focusing on what should be achieved
  • C. Ensure that their detailed requirements are based on a previous legacy solution
  • D. Ask the service provider to customize a solution to suit their requirements

Answer: B

Explanation:
The best approach for a service consumer to use when they want to obtain services from a service provider is to "Develop a list of needs focusing on what should be achieved." ITIL 4 emphasizes theimportance of focusing on outcomes rather than specific technical requirements. By clearly stating what needs to be achieved, the service provider can design or select the best service to meet those needs.


NEW QUESTION # 58
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. Co-creation Relationship
  • B. Partnership
  • C. Cooperative Relationship
  • D. Basic Relationship

Answer: A

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 # 59
A service provider is failing its service level targets on a monthly basis. The resolution time of priority 1 incidents is breached frequently.
As the Incident Manager for the service provider, which action will you take?

  • A. Add additional staff to the service desk team.
  • B. Shift all service desk employees to the priority 1 incidents when they happen.
  • C. Remove the triage step as this slows down the incident resolution.
  • D. Improve the triage step to guide priority 1 incidents to specialised groups.

Answer: D

Explanation:
When service level targets, especially for high-priority incidents, are consistently being missed, it is essential to address the root cause of delays and inefficiencies in the incident management process.
* Triage Step:
* Improving the triage step is crucial in ensuring that priority 1 incidents are quickly identified and routed to the appropriate specialized teams. Effective triage ensures that the most critical incidents are handled promptly by those with the necessary expertise, reducing resolution times.


NEW QUESTION # 60
......

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