ITIL-DSV ITIL 4 Specialist: Drive Stakeholder Value Exam Dumps

dumps2024-09-19T10:36:29+08:00

ITIL-DSV ITIL 4 Specialist: Drive Stakeholder Value exam is one for IT professionals who foster relationships with stakeholders to co-create value. To take the ITIL-DSV exam, you need to earn ITIL 4 Foundation Certification. There are 40 multiple-choice questions in the real ITIL-DSV exam, and you have 90 minutes to finish the test. The minimum required passing score is 70%. The available languages are Chinese, English, French, German, Italian, Japanese, Polish, Portuguese (Brazil), and Spanish. We have cracked the latest ITIL 4 Specialist: Drive Stakeholder Value ITIL-DSV exam dumps, which can make sure you pass. Free ITIL 4 Specialist: Drive Stakeholder Value ITIL-DSV exam dumps are available below.

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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

2. An organization is rebranding and renovating its branches. As part of the renovation, the physical network cabling is to be upgraded.

You are responsible to manage the supplier.

How will you engage with the cabling provider?

Forecast the required demand and planning to the provider.

Focus on the value the cables are delivering to the bank and praise them for it.

Create user accounts for the provider during the onboarding stage.

Invite the provider as part of the project board.

3. Which of the following is an advantage of a user community?

Super users are always available to help out users.

Peer support will reduce the risk of privacy violations.

Demand for user support decreases from the service provider.

A user community does not require any interference from the service provider.

4. 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?

Investigate when the users are calling the service desk.

Merge the service desk and the engineering team to handle calls faster.

Modify the Service Level Agreement to allow longer waiting times.

Increase the number of service desk employees.

5. 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?

Geographic presence

Patents filed year to date

Financial situation

Size of the organization

6. An organization finds value in moving to a 'platform as a service' solution. The organization understands that it is crucial to optimize its own way of working to make this a success.

What is this an example of?

Partnership

Basic Relationship

Cooperative Relationship

Co-creation Relationship

7. 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.

8. An organization is looking for a service provider to support the less critical services.

How would you describe the needs of the organization?

Measurable financial targets to optimize the value of the service and total cost of ownership.

Utility based requirements linked to the current service solution to reduce the impact during the digital transformation.

Measurable outcomes and goals giving the service provider the opportunity to take ownership of the service it is providing.

Value-based value streams to be followed by the service provider with clear and measurable targets.

9. A service provider is onboarding a large customer with a complex user base.

It is advised that the service provider manages this as a:

Programme

Project

Emergency Change

Normal Change

10. 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?

Weighted Job First

Minimum Viable Product

Establish Pull

User Story Mapping

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11. After drawing the service value streams, some bottlenecks are apparent. To improve this, an organization will make use of:

User-Centered Design

Lean Techniques

Service Design Thinking

Agile Development

12. A hotel organization launched an app to enable their customers to customize their menu during their stay.

What is this an example of?

Wants

Emotions

Needs

Stereotype

13. Through a virtual call with the Service Manager, a top consumer is complaining about the response time of the staff o delivering new laptops. However, all targets are met. The Service Manager listens to the issue, considers its importance, and proposes to review the Service Level Agreement.

Which type of listening is the most appropriate for this situation?

Positive Listening

Attentive Listening

Selective Listening

Empathic listening

14. An organization's business-critical service is experiencing frequent downtimes and slow performances.

What do you suggest to improve the situation?

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

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

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

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

15. 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?

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

Display solutions implemented at other customers within the same industry.

Understanding the customer purposes, issues, and needs.

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

16. A moment of truth is best described as:

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

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

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

The moment when mutual readiness is assessed.

17. A service provider is launching a new service.

What is an appropriate method to encourage the demand for this service?

Introduce a freeze period before the deadline.

Add a cancellation fee to the order.

Set an early-bird price.

Increase the overall price of the service.

18. 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?

Users do not have sufficient skills to use the new tools.

No formal records under service provider's control.

Service can have privacy concerns for the users.

Service has limited scalability.

19. 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.

20. A service provider wants to track if a customer is emotionally satisfied with the service it is providing.

Which metric would help the MOST?

Number and frequency of users errors

Customers churn rate

Average rating given by the users to the service

Number of transactions where users used the interface help

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21. 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?

Not more than 15 minutes of data can be lost.

The service should be available 24/7, 99,99% of the time.

The data should be kept recorded for 10 years.

The service should combine the data from different sources.

22. What of the following is NOT an example of a service value driver?

Resetting the PIN code for the user

A new cell phone for the user

Automatically renewing the contract with the service provider

Access to the mobile network of a service provider

23. 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?

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

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

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

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

24. A service provider is off-boarding a user.

Which of the following actions is recommended?

Communicate to all stakeholders.

Perform a root cause analysis.

Ensure that all invoices are being paid.

Revoke access to the service.

25. 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

26. 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?

Service Desk

Service Level Manager

Relationship Manager

Account Manager

27. Customers who love to eat organic food are an example of which category?

Behavioural market category

Geographic market category

Psychographic market category

Demographic market category

ITIL-DSV ITIL 4 Specialist: Drive Stakeholder Value Exam Dumps

ITIL-DSV ITIL 4 Specialist: Drive Stakeholder Value Exam Dumps

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