ITIL ITIL-DSV PRINTABLE PDF - PRACTICE ITIL-DSV ENGINE

ITIL ITIL-DSV Printable PDF - Practice ITIL-DSV Engine

ITIL ITIL-DSV Printable PDF - Practice ITIL-DSV Engine

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ITIL ITIL-DSV Exam Syllabus Topics:

TopicDetails
Topic 1
  • Communication and Collaboration: In the final module, IT service managers and communication specialists will develop the skills needed to foster positive relationships with stakeholders through effective communication and collaboration.
Topic 2
  • Service Relationships: This module teaches service relationship managers and IT professionals how to effectively manage relationships with various stakeholders, including customers, users, suppliers, and partners. It emphasizes the development of strong, collaborative relationships that are crucial for supporting service delivery and fostering value creation.
Topic 3
  • 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 4
  • Service Metrics and KPIs: In this module, IT service managers and performance analysts will learn how to define and utilize key performance indicators (KPIs) and metrics to measure, report, and enhance service performance.
Topic 5
  • 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 6
  • 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 7
  • 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 (Q69-Q74):

NEW QUESTION # 69
Which is a technique for identifying customers that have common demands?

  • A. Continual improvement model
  • B. SWOT analysis
  • C. Market segmentation
  • D. PESTLE

Answer: C

Explanation:
"Market segmentation" is the technique for identifying customers that have common demands. ITIL 4 explains that market segmentation involves dividing a market into distinct groups of buyers who have different needs, characteristics, or behaviors, and who might require separate products or services. This technique allows service providers to tailor their offerings to specific segments more effectively.


NEW QUESTION # 70
A service provider is losing its customers at a rapid pace. The Service Manager wants to understand the reason and asks to draw out the customer journey for this. Why is this a good idea?

  • A. The service provider will be able to get optimal value out of the service it is delivering.
  • B. The customer will have cheaper services because of the customer journey.
  • C. The service provider will be able to identify and understand specific customer's behavior and outcomes.
  • D. The customer's risks will be removed when using the service.

Answer: C

Explanation:
Drawing out the customer journey is essential in this scenario because it allows the service provider to analyze and understand the specific behaviors and outcomes that are leading to customer attrition.
Thecustomer journey mapprovides a visual representation of the entire customer experience, from initial engagement to the end of their interaction with the service. This process helps in identifying pain points, unmet needs, and areas where the service may be falling short.
In ITIL 4, understanding and managing the customer journey is integral to theEngageandDesign & Transitionactivities within theService Value Chain (SVC). The Engage activity focuses on understanding stakeholder needs and ensuring continued engagement, while Design & Transition ensures that the service meets the requirements of the stakeholders and delivers the expected outcomes. By mapping out the customer journey, the service provider can align their service offerings more closely with customer expectations, thereby improving satisfaction and reducing churn.
This approach is also supported by the ITIL 4 guiding principle of"Focus on Value", which emphasizes the importance of understanding what is valuable to customers and aligning services accordingly. Mapping the customer journey enables the service provider to identify what customers value most and adapt the service to meet those needs effectively.


NEW QUESTION # 71
A service provider has chosen a shift-left approach to deliver new services to its users. This approach has been challenging for some users. What could be the reason?

  • A. Users do not have sufficient skills to use the new tools.
  • B. No formal records under service provider's control.
  • C. Service has limited scalability.
  • D. Service can have privacy concerns for the users.

Answer: A

Explanation:
A shift-left approach in IT service management involves moving tasks traditionally performed by higher-level support to lower levels or even to the end-users themselves. This approach is designed to increase efficiency and reduce resolution times, but it can pose challenges if users are not adequately prepared.
* Shift-Left Challenges:
* The shift-left strategy requires users to take on more responsibility for resolving issues using tools or resources provided by the service provider. If users lack the necessary skills or knowledge to effectively use these tools, they may struggle, leading to frustration and reduced service satisfaction.


NEW QUESTION # 72
A service provider wants to use a technology-generated approach for updating a software application installed on the mobile devices of the service users. Which is the MOST APPROPRIATE method?

  • A. Using a self-service portal for the user to request the service desk to provide the update
  • B. Instructing users to take their device to the service desk team when convenient
  • C. Instructing the service desk to contact users when updates are available, and guiding them through the update procedure
  • D. Using a push method to check the user's device each time it is connected

Answer: D

Explanation:
The most appropriate method for updating a software application installed on mobile devices is "Using a push method to check the user's device each time it is connected." ITIL 4 recommends automated and seamless methods for delivering updates to users, particularly in situations where the user may not have the expertise or time to manage updates themselves. A push method ensures that updates are delivered efficiently without requiring user intervention, improving the overall user experience and maintaining service continuity.


NEW QUESTION # 73
An organization is considering outsourcing its data center. The Supplier Manager is analyzing the potential external service providers.
Which factor should NOT be considered by the Supplier Manager in the decision making process?

  • A. Size of the organization
  • B. Geographic presence
  • C. Financial situation
  • D. Patents filed year to date

Answer: D

Explanation:
In the context of ITIL 4 and supplier management, certain factors are critical when evaluating and selecting external service providers. These factors generally include the provider's geographic presence, financial situation, and size of the organization, all of which directly impact the ability of the provider to meet the organization's needs and maintain reliable service delivery.
* Geographic Presence:
* This factor is important because the location of a supplier can affect service delivery, especially in terms of logistics, compliance with local laws, and the ability to provide on-site support if necessary. Analyzing geographic presence helps ensure that the supplier can effectively meet regional service requirements.


NEW QUESTION # 74
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