Get Certified Easily with Online ITIL-DSV Dumps

Using ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) ITIL-DSV questions can help you build confidence as you prepare for the exam. By practicing with these ITIL-DSV dumps questions, you will be better prepared and more confident when you take the actual exam. Besides, ITIL-DSV exam dumps questions cover a wide range of topics that are relevant to the certification exam. By using ITIL-DSV dumps questions, you will be able to ensure that you have a comprehensive understanding of the material covered on the exam. Practice free Peoplecert ITIL-DSV exam dumps below.

Page 1 of 3

1. 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?

Progress iteratively with feedback

Start where you are

Optimize and automate

Focus on value

 Loading...

2. 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?

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

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

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

Start by analysing and documenting the detailed service requirements, then ask external service providers to respond to a 'request for information1 documenting how they would deliver to these requirements

 Loading...

3. Which statement about the end-to-end customer journey is CORRECT?

Which approach would be BEST aligned to the 'design thinking' methodology at this initial 'empathy' stage?

It reflects an overall perception

It involves optimizing touchpoints

It focuses on achieving outcomes

It represents a pre-determined path

 Loading...

4. Users often do not provide feedback because they do not believe it will be addressed.

Which is the BEST method for encouraging users to submit feedback in this situation?

Providing information about users' feedback to customers

Having regular face-to-face feedback sessions with users

Making feedback processing visible for everyone

Automating responses to all users' feedback

 Loading...

5. 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?

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

All changes should be assessed and prioritized.

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

The outcomes should be part of the service level agreement.

 Loading...

6. A service consumer has asked a commercial service provider to develop a new document storage service. The service consumer has a limited budget and the employees that will use the service have a long list of requirements.

Which is the BEST approach for collecting the requirements?

Work with the users to establish a set of requirements and involve the customer in clarifying and agreeing the requirements

Work with the customer to identify the requirements for utility and warranty and inform the users of what has been agreed

Hold a workshop with the customer to develop a solution for the document storage service and obtain their agreement before starting development

Arrange a number of workshops with the users to identify a set of requirements and obtain their agreement before commencing development

 Loading...

7. What is an attribute of a strategic partnership?

Trust needs to be developed

Minimal information is shared

The relationship is driven by price

The customer needs to be able to exit easily

 Loading...

8. 1.An organization wants to grow its customer base as it is currently experiencing a decline in users. The target group includes people of 65+ of age, with at least one grandchild.

During which stage is this usually done?

Define

Ideate

Empathize

Prototype

 Loading...

9. 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?

Improve the triage step to guide priority 1 incidents to specialised groups.

Shift all service desk employees to the priority 1 incidents when they happen.

Add additional staff to the service desk team.

Remove the triage step as this slows down the incident resolution.

 Loading...

10. An organization will navigate through a digital transformation.

What would help the service provider to maintain a good relationship during this time of organizational change?

Carry out customer satisfaction surveys regularly and take action on the results.

Lower the billing margin during the transformation period.

Increase the service levels during the transformation period.

Guarantee all downtimes will be solved within the agreed targets.

 Loading...

Page 2 of 3

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

3 and 4

1 and 4

1 and 2

2 and 3

 Loading...

12. Which activity describes user-centered service design?

Using value stream mapping to identify a set of user requirements

Building a prototype of the minimum functionality that can be produced quickly

Balancing user experience with the technical and business requirements

Applying the MoSCoW technique to a set of user requirements

 Loading...

13. A service provider encourages their users to form a user support commun.

What is a potential benefit to the service provider?

The reduction in demand for support from the service provider

The creation of groups that can be used to provision services

Reduced collaboration between user organizations

Improved collaboration within the service provider organization

 Loading...

14. Which is a technique for identifying customers that have common demands?

Market segmentation

PESTLE

Continual improvement model

SWOT analysis

 Loading...

15. A service provider has a hard time receiving user's feedback.

Which of the following is NOT an appropriate solution to improve the situation?

Add social media channels to monitor and provide fast feedback.

Respond to all feedback individually.

Hand out rewards for feedback.

Share the user's feedback on social media.

 Loading...

16. Different types of service relationships require different approaches to assessing mutual readiness.

Which of the following statements is CORRECT?

Readiness to change is crucial for a basic relationship

Readiness to collaborate is crucial for a partnership relationship

Assessment of capability, maturity and past performance is crucial for a partnership relationship

Readiness to collaborate is crucial for a basic relationship

 Loading...

17. A consumer organization is making significant changes to the technologies used by its employees, and is discussing those changes with its service provider.

How can the service provider BEST demonstrate the capability to meet the needs of the consumer organization?

Ensure there are adequate knowledge and skills to support the customer's changes

Ensure there is adequate capacity to meet the increased demand of the changes

Be respectful of the consumer organization's decision to make these changes

Respond in a timely manner to the customer's enquiries

 Loading...

18. In the context of the 'five principles of service design thinking', which principle includes combining touchpoints and interactions into service moments?

Sequencing

Evidencing

Co-creative

User-centered

 Loading...

19. A service provider is collecting requirements for a cloud-based document storage service.

Which is an example of a utility requirement for this service?

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

Menu pages will update in less than 5 seconds

The service will be available for 24 hours every day

The service will allow each user 100GB of storage space

 Loading...

20. 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?

Involve service level management to align the service level to the customer's objectives.

Involve the legal department as the agreement should be clear and unambiguous.

Involve senior management to influence the customer to sign the contract.

Involve the project team to explain the service into detail to the customer.

 Loading...

Page 3 of 3

21. A user is using the self-service portal to download an application.

What is this an example of?

Automated Service Action

Tailored Service Action

Pull Service Action

Push Service Action

 Loading...

22. 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?

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

Relationship management, by developing and communicating values and principles

Service desk, by sharing more internal IT information with users

Supplier management, by encouraging more open communication with suppliers

 Loading...

23. 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?

Portfolio management

Service catalogue management

Business analysis

Service desk

 Loading...

 Loading...