Guaranteed ITIL ITIL-DSV Success | Exam Sample ITIL-DSV Questions

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ITIL ITIL-DSV Exam Syllabus Topics:

Topic	Details
Topic 1	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 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.
Topic 5	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.

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ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Sample Questions (Q46-Q51):

NEW QUESTION # 46
An organization is identifying the needs for a new service. To ensure that the service is going to be fit for purpose, the organization has defined some requirements.
Which of the following is the best way to specify the requirements?

A. The service should combine the data from different sources.
B. The service should be available 24/7, 99,99% of the time.
C. The data should be kept recorded for 10 years.
D. Not more than 15 minutes of data can be lost.

Answer: B

Explanation:
In ITIL 4, defining service requirements to ensure the service is fit for purpose involves specifying clear, measurable, and relevant criteria that align with the organization's needs and the service's intended use.
Availability is a critical aspect of a service's fitness for purpose, as it directly impacts the service's utility.
* Option A (Incorrect):Specifying data loss tolerance is important but doesn't provide a complete picture of service availability, which is a more comprehensive requirement.
* Option B (Correct):This option is correct because it specifies a clear, measurable requirement that directly relates to the service's availability. Ensuring that the service is available 24/7 with 99.99% uptime is a crucial aspect of making sure the service is fit for purpose, as it ensures that the service will meet the expected operational requirements.
* Option C (Incorrect):While retaining data for 10 years is important, it relates more to compliance and data management rather than the service being fit for purpose in terms of availability.
* Option D (Incorrect):Combining data from different sources is a functional requirement, but it does not address the critical aspect of service availability or reliability, which are key to ensuring the service is fit for purpose.

NEW QUESTION # 47
A potential customer is having trouble agreeing on the level of service it requires. What is the best approach to consider to come to an agreement?

A. Involve service level management to align the service level to the customer's objectives.
B. Involve the legal department as the agreement should be clear and unambiguous.
C. Involve the project team to explain the service into detail to the customer.
D. Involve senior management to influence the customer to sign the contract.

Answer: A

Explanation:
When a potential customer struggles to agree on the required service level, the best approach is to involveService Level Management (SLM). The SLM practice is key in negotiating and aligning service levels with customer objectives and expectations, ensuring that the services delivered meet the customer's needs.
SLM works by understanding customer requirements and ensuring that the service levels are achievable and measurable. This practice also ensures that the agreed-upon service levels are documented and regularly reviewed to remain aligned with customer expectations.
Involving senior management (C) or the legal department (B) might pressure the customer but does not address the core issue of aligning the service level with the customer's actual needs. Similarly, involving the project team (D) to explain the service in detail might be useful for clarification but is secondary to aligning the service level agreements through SLM.

NEW QUESTION # 48
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 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
B. 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
C. 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
D. 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

Answer: A

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 # 49
Resource constraints have slowed an organization's efforts to expand into new markets.
Which practice would recommend eliminating products and services that are not enabling value, so that the required resources can be made available?

A. Business analysis
B. Service catalogue management
C. Service level management
D. Portfolio management

Answer: D

Explanation:
The practice that would recommend eliminating products and services that are not enabling value to free up resources is "Portfolio management." ITIL 4 identifies portfolio management as the practice responsible for managing the service portfolio to ensure that the organization can effectively allocate resources to the most valuable services. This practice helps in making strategic decisions about which services to continue, improve, or retire, thus optimizing resource allocation.

NEW QUESTION # 50
A service provider is launching a new service. The target market is users who have limited experience of using the internet and are unlikely to use social media.
Which is the BEST method of providing user support?

A. Use machine learning chatbots to anticipate the needs of the users and provide solutions
B. Provide simple online support and contact numbers for the service desk
C. Use popular networking sites to promote and provide online user support
D. Implement a 'shift-left' approach to provide support and downloadable help articles

Answer: B

Explanation:
For a target market with limited internet experience and unlikely to use social media, the best method of providing user support is to "Provide simple online support and contact numbers for the service desk." ITIL 4 emphasizes the importance of understanding your users and tailoring support methods to their needs and capabilities. In this scenario, simple and direct support mechanisms such as basic online resources combined with traditional contact methods are most appropriate, as they cater to the users' comfort levels and accessibility.

NEW QUESTION # 51
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GUARANTEED ITIL ITIL-DSV SUCCESS | EXAM SAMPLE ITIL-DSV QUESTIONS

Guaranteed ITIL ITIL-DSV Success | Exam Sample ITIL-DSV Questions