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ITIL-DSV ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Questions and Answers

Questions 4

Which marketing technique helps to understand the needs of consumers by tracking their behavior?

Options:

A.

Market segmentation

B.

Brochures

C.

Profiling

D.

Value propositions

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Questions 5

Users contacting an organization's service desk team often complain that they are required to repeat information when communicating with different individuals and systems within the organization. Specialists that work with the service desk team also complain that they frequently do not get the information needed to handle user queries. What would resolve these issues for all stakeholders?

Options:

A.

Establishing omnichannel communications

B.

Automating the logging of user emails

C.

Providing multichannel support

D.

Providing a self-service portal

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Questions 6

An organization's business-critical service is experiencing frequent downtimes and slow performances. What do you suggest to improve the situation?

Options:

A.

Improve the recovery time object of the critical services to minimize the impact on the service value.

B.

Coordinate with the business to understand how the services are aligned to the business goals.

C.

Scale up the underlying infrastructure to increase the resilience of the service.

D.

Match the usage of the services to the downtimes and propose actions to spread the demand.

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Questions 7

A service provider wants to track if a customer is emotionally satisfied with the service it is providing. Which metric would help the MOST?

Options:

A.

Number and frequency of users errors

B.

Customers churn rate

C.

Average rating given by the users to the service

D.

Number of transactions where users used the interface help

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Questions 8

Which activity, carried out by both the service provider and the service consumer, enables service provision and consumption to start?

Options:

A.

Building trust

B.

Onboarding

C.

Designing the customer journey

D.

Assessing mutual readiness

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Questions 9

An organization has a culture that encourages people to hide their mistakes. This reduces opportunities to

improve in many different areas.

Which practice would MOST help to improve this situation and how?

Options:

A.

Service level management, by including discussions of transparency in customer meetings

B.

Relationship management, by developing and communicating values and principles

C.

Service desk, by sharing more internal IT information with users

D.

Supplier management, by encouraging more open communication with suppliers

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Questions 10

A moment of truth is best described as:

Options:

A.

The moment the agreement is signed as part of the offer phase.

B.

The renewal of the contract when a deadline has been set.

C.

A key touchpoint in which the user changes its impression of the service.

D.

The moment when mutual readiness is assessed.

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Questions 11

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?

Options:

A.

Service Desk

B.

Service Level Manager

C.

Relationship Manager

D.

Account Manager

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Questions 12

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?

Options:

A.

The service provider will be able to get optimal value out of the service it is delivering.

B.

The customer's risks will be removed when using the service.

C.

The service provider will be able to identify and understand specific customer's behavior and outcomes.

D.

The customer will have cheaper services because of the customer journey.

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Questions 13

A service provider encourages their users to form a user support commun What is a potential benefit to the service provider?

Options:

A.

The reduction in demand for support from the service provider

B.

The creation of groups that can be used to provision services

C.

Reduced collaboration between user organizations

D.

Improved collaboration within the service provider organization

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Questions 14

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?

Options:

A.

An e-learning course describing migration of service should be easily available to the users.

B.

All changes should be assessed and prioritized.

C.

The users should be marked as an important stakeholder in the stakeholder map.

D.

The outcomes should be part of the service level agreement.

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Questions 15

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?

Options:

A.

Geographic presence

B.

Patents filed year to date

C.

Financial situation

D.

Size of the organization

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Questions 16

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?

Options:

A.

Portfolio management

B.

Service catalogue management

C.

Business analysis

D.

Service desk

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Questions 17

What is a challenge when onboarding individual consumers?

Options:

A.

Handling a large number of service consumers with different skills

B.

Ensuring the sponsor agrees the level of service that the consumer receives

C.

Returning consumer equipment and cancelling user rights

D.

Identifying and documenting service requirements

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Questions 18

An organization is changing its training approach to shift the focus from product centric to the needs of the users. What of the following ITIL guiding principles is considered in this case?

Options:

A.

Progress iteratively with feedback

B.

Start where you are

C.

Optimize and automate

D.

Focus on value

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Questions 19

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

Options:

A.

Develop a list of needs focusing on what should be achieved

B.

Ask the service provider to customize a solution to suit their requirements

C.

Ensure that their detailed requirements are based on a previous legacy solution

D.

Provide the service provider with a detailed list of requirements

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Questions 20

Which TWO are examples that can be handled as service requests?

1. A customer asks a service provider to design an app for staff to submit vacation requests

2. A staff member asks for a new barcode scanner from an internal IT department

3. A manager requires swift changes to user access rights for an employee

4. A service provider establishes a channel for users to submit emergency changes

Options:

A.

3 and 4

B.

1 and 4

C.

1 and 2

D.

2 and 3

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Questions 21

The IT Manager of an organization is drafting the business case to move to the public cloud. The IT Manager seeks your advice to understand the approach that can be considered. What is the best approach that you will suggest?

Options:

A.

Put continual improvement at the center of this initiative and use all the ITIL guiding principles.

B.

Draw up a customer journey map of all different types of customers to understand the value the service brings.

C.

Organize an onboarding workshop with all stakeholders early in the process, this will increase the customer's engagement.

D.

Map out the SWOT analysis and perform a risk analysis to understand which services are ready to be migrated to the public cloud.

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Questions 22

After onboarding, the customers can access the service provider's mobile network. What is this an example of?

Options:

A.

Provision of access to resources

B.

Interaction with operant service provider resources

C.

Joint Service actions

D.

Transfer of goods

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Questions 23

An organization is looking for a service provider to support them in their digital transformation. As part of the service provider, what would be the first focus of your interactions?

Options:

A.

Display the proof of the capabilities to deliver your products consistently.

B.

Display solutions implemented at other customers within the same industry.

C.

Understanding the customer purposes, issues, and needs.

D.

Understanding the utility and warranty requirements to create the most value for the customers.

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Questions 24

A service provider is collecting requirements for a cloud-based document storage service. Which is an example of a utility requirement for this service?

Options:

A.

The service will display a list of items uploaded by the user

B.

Menu pages will update in less than 5 seconds

C.

The service will be available for 24 hours every day

D.

The service will allow each user 100GB of storage space

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Exam Code: ITIL-DSV
Exam Name: ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV)
Last Update: Nov 13, 2024
Questions: 80

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