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Quiz 2025 ITIL The Best ITIL-DSV Pdf Pass Leader

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ITIL ITIL-DSV Exam Syllabus Topics:

Topic
Details

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 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 3

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 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 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.

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ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Sample Questions (Q68-Q73):

NEW QUESTION # 68
An organization provides an online portal that its employees can use to learn about and request standard services. Which practice would ensure that users can easily find information on the portal and that the information is kept up-to-date?

A. Service request management
B. Service desk
C. Service catalogue management
D. Service level management

Answer: C

Explanation:
The practice that ensures users can easily find information on the portal and that the information is kept up-to- date is "Service catalogue management." ITIL 4 highlights that service catalogue management is responsible for ensuring that accurate and up-to-date information about services is available to users, making it easier for them to find and request services through an online portal.

NEW QUESTION # 69
In consideration to the complaints of long waiting times, an organization wants to improve its service desk.
Which is the most appropriate action that the Service Desk Manager should consider?

A. Merge the service desk and the engineering team to handle calls faster.
B. Increase the number of service desk employees.
C. Modify the Service Level Agreement to allow longer waiting times.
D. Investigate when the users are calling the service desk.

Answer: D

Explanation:
When faced with complaints about long waiting times at the service desk, the most appropriate action according to ITIL 4's "Drive Stakeholder Value" practices would be to investigate the patterns of when users are contacting the service desk. This approach aligns with the ITIL 4 guiding principle of "Start Where You Are," which emphasizes the importance of understanding the current situation before making changes.
* Option A (Correct):By investigating when users are calling, the Service Desk Manager can identify peak times, understand user behavior, and better allocate resources to meet demand. This approach ensures that any adjustments are data-driven and targeted, leading to more effective and efficient service improvements.
* Option B (Incorrect):Merging the service desk with the engineering team may not necessarily result in faster call handling. It could create confusion and inefficiencies, as the roles and responsibilities of the service desk and engineering teams are typically distinct.
* Option C (Incorrect):Modifying the Service Level Agreement (SLA) to allow longer waiting times is counterproductive. It would likely lead to decreased user satisfaction and does not address the root cause of the issue.
* Option D (Incorrect):Increasing the number of service desk employees might help reduce waiting times, but it should only be considered after understanding the specific causes of the delays. Without proper analysis, this could lead to unnecessary costs and may not be the most efficient solution.

NEW QUESTION # 70
A start-up wants to launch a new service. As funding is limited, which of the following is the best technique that they can use?

A. Establish Pull
B. Minimum Viable Product
C. User Story Mapping
D. Weighted Job First

Answer: B

Explanation:
For a start-up with limited funding, the focus should be on launching a new service quickly while minimizing costs and risks. The Minimum Viable Product (MVP) approach is ideally suited for this purpose.
* Minimum Viable Product (MVP):
* MVP is a product development strategy where a new product is developed with sufficient features to satisfy early adopters. The final, complete set of features is only designed and developed after considering feedback from the product's initial users. This approach minimizes the risk and investment required by enabling the organization to test the market with a basic version of the product.

NEW QUESTION # 71
A service provider has recently released an upgrade to its payroll service. The service provider had told the customer that the upgrade would include functionality to copy information from various other HR systems, to reduce the amount of manual data entry. However, this statement was not documented at the time and the proposed functionality was not included in design then.
Which practice includes activities which could have helped to avoid this situation?

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

Answer: D

Explanation:
The practice that includes activities which could have helped to avoid the situation where promised functionality was not delivered is "Business analysis." ITIL 4 highlights that business analysis is critical in ensuring that all requirements are accurately captured, documented, and communicated during the design and development phases. Proper business analysis would have identified the need to include the functionality in the design and ensured it was delivered.

NEW QUESTION # 72
While engaging with a new customer, a service provider should consider which of the following considerations FIRST?

A. What dependencies and risks should be considered when consuming the service.
B. Which decisions and actions should involve the service provider.
C. How can we provide feedback to the service provider.
D. What outcomes is the customer trying to realize.

Answer: D

Explanation:
When engaging with a new customer, a service provider should first consider "What outcomes is the customer trying to realize." This aligns with the ITIL 4 principle of focusing on value. Understanding the desired outcomes helps in tailoring the service offerings to meet the specific needs andexpectations of the customer, ensuring that the service provided is relevant and valuable. This approach is emphasized throughout the Drive Stakeholder Value module, where understanding and managing customer journeys, and co-creating value are key objectives.

NEW QUESTION # 73
......

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