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100% Pass Rate ITIL ITIL-DSV Free Braindumps | Try Free Demo before Purchase

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Posted on: 12/18/24

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ITIL ITIL-DSV Exam Syllabus Topics:

TopicDetails
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 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
  • 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 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.

ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Sample Questions (Q36-Q41):

NEW QUESTION # 36
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

  • A. 1 and 2
  • B. 2 and 3
  • C. 1 and 4
  • D. 3 and 4

Answer: B

Explanation:
The examples that can be handled as service requests are "A staff member asks for a new barcode scanner from an internal IT department" (2) and "A manager requires swift changes to user access rights for an employee" (3). According to ITIL 4, service requests are predefined and standard requests for services, which often include requests for hardware or changes in access rights. Both examples fit within the typical scope of service requests.


NEW QUESTION # 37
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?

  • A. The users should be marked as an important stakeholder in the stakeholder map.
  • B. All changes should be assessed and prioritized.
  • C. An e-learning course describing migration of service should be easily available to the users.
  • D. The outcomes should be part of the service level agreement.

Answer: C

Explanation:
Providing an e-learning course on the migrated service would have significantly reduced user complaints by ensuring that they were well-informed about the new service features and how to use them effectively.
TheAwareness and Communicationstep within theChange Enablement practiceunder ITIL 4 stresses the importance of communicating changes to all relevant stakeholders and ensuring they have the necessary information and training to adapt to these changes.
The complaint in this scenario arises due to a lack of understanding and difficulty in using the new service.
By offering an e-learning course, the service provider would be following theITIL 4 guiding principle of
"Collaborate and Promote Visibility,"ensuring that users are informed and comfortable with the changes.
Moreover, theService DesignandTransitionstages emphasize the need to prepare users for new services, ensuring a smooth transition and minimizing resistance or confusion.
This solution aligns with ITIL 4's focus on improving user experience by providing adequate resources for learning and adaptation, which in turn enhances overall service quality and customer satisfaction.


NEW QUESTION # 38
What is a challenge when onboarding individual consumers?

  • 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. Identifying and documenting service requirements
  • D. Returning consumer equipment and cancelling user rights

Answer: A

Explanation:
A challenge when onboarding individual consumers is "Handling a large number of service consumers with different skills." Onboarding individual consumers can be complex because it involves catering to diverse skill levels, expectations, and needs. ITIL 4 emphasizes the importance of customizing onboarding processes to suit the varied requirements of different users to ensure a smooth and successful integration of the service.


NEW QUESTION # 39
What of the following is NOT an example of a service value driver?

  • A. Resetting the PIN code for the user
  • B. Access to the mobile network of a service provider
  • C. Automatically renewing the contract with the service provider
  • D. A new cell phone for the user

Answer: C

Explanation:
A service value driver is a factor that directly contributes to the value a service provides to the consumer. It is typically something that enhances the user experience, improves efficiency, or reduces cost.
* Option A (Incorrect):Resetting a PIN code is a basic service action that directly impacts user experience and can be considered a service value driver.
* Option B (Incorrect):Providing a new cell phone is a tangible benefit that directly contributes to the service's value from the user's perspective.
* Option C (Correct):Automatically renewing a contract is not a direct service value driver. While it may be a convenience, it does not directly enhance the service's utility, performance, or user experience.
Instead, it is more of an administrative action.
* Option D (Incorrect):Access to the mobile network is a core aspect of the service and is directly tied to the value that users derive from the service.


NEW QUESTION # 40
Which charging mechanism could cause the price of a service to change depending on the time of day?

  • A. Market price
  • B. Differential charging
  • C. Cost
  • D. Cost plus

Answer: B

Explanation:
"Differential charging" is the charging mechanism that could cause the price of a service to change depending on the time of day. ITIL 4 describes differential charging as a method where pricing is adjusted based on factors such as demand, usage patterns, or time of day, which is often used to manage demand or optimize resource usage.


NEW QUESTION # 41
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