ITIL-DSV QUIZ MATERIALS - ITIL-DSV EXAM GUIDE & ITIL-DSV EXAM COLLECTION

ITIL-DSV Quiz Materials - ITIL-DSV Exam Guide & ITIL-DSV Exam Collection

ITIL-DSV Quiz Materials - ITIL-DSV Exam Guide & ITIL-DSV Exam Collection

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If you want to success in your career as a ITIL Certified Professional, you must think outside the box. It would be beneficial if you considered adding ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) to your resume. To get this certification, you must pass the ITIL-DSV exam conducted by ITIL. Passing the ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) exam will help you advance your career. It is not an easy task to pass the ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) certification exam on the first attempt, but now Real4dumps is here to help. To assist you with remote study, Real4dumps provides ITIL ITIL-DSV Exam Questions to make your test preparation complete. The ITIL ITIL-DSV exam questions simulate the actual exam pattern, allowing you to pass the ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) certification exam the first time.

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ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Sample Questions (Q30-Q35):

NEW QUESTION # 30
A moment of truth is best described as:

  • A. The moment the agreement is signed as part of the offer phase.
  • B. A key touchpoint in which the user changes its impression of the service.
  • C. The renewal of the contract when a deadline has been set.
  • D. The moment when mutual readiness is assessed.

Answer: B

Explanation:
In ITIL 4, a "moment of truth" is understood as a significant interaction or touchpoint where a user's perception of a service can be positively or negatively influenced. These are critical moments in the user journey where the service provider has the opportunity to reinforce or alter the user's impression of the service.
* Moment of Truth:
* This concept refers to any interaction or touchpoint where the customer's perception of the service can change. These moments are critical because they can determine whether the customer' s experience is positive or negative, ultimately affecting customer satisfaction and loyalty.


NEW QUESTION # 31
An investment bank has outsourced its customer care helpline. It is keen to introduce experience metrics into its Service Level Agreements (SLAs) with the service provider for the helpline. It has asked for a re- negotiation of the existing SLA.
Which is BEST example of an experience metric that can be included in the SLA?Which approach is being demonstrated by these examples?

  • A. Availability of the helpline during agreed hours
  • B. Number of customer queries processed correctly
  • C. Number of calls processed concurrently
  • D. Customer satisfaction with the helpline

Answer: D

Explanation:
The best example of an experience metric that can be included in the SLA is "Customer satisfaction with the helpline." ITIL 4 emphasizes that experience metrics focus on the end-user's perception of the service.
Customer satisfaction is a direct measure of how the service is perceived by the users, making it a valuable experience metric to include in the SLA for a customer care helpline.


NEW QUESTION # 32
Which TWO are possible checks for ensuring user entitlement before access to a service is provided?
1. Performing annual identity checks for all users
2. Confirming user identity when users contact the service desk team for support
3. Ensuring users receive training for services that require certification
4. Performing security checks when necessary to prove user identity

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

Answer: A

Explanation:
The two possible checks for ensuring user entitlement before access to a service are "Confirming user identity when users contact the service desk team for support" (2) and "Ensuring users receive training for services that require certification" (3). ITIL 4 suggests that verifying user identity is afundamental step in ensuring that access is only provided to authorized users, and that proper training and certification may be required before granting access to certain services to ensure security and compliance.


NEW QUESTION # 33
A service provider has received information from market analysis which shows that there is strong demand for one of its products in countries in which it does not usually operate. Which activity should the service provider perform now?

  • A. Evaluate pricing mechanisms to ensure they drive the desired behaviour
  • B. Understand and influence the behaviour of different user profiles
  • C. Produce a cost model that considers all the resources needed
  • D. Handle improvement opportunities in a professional manner

Answer: B

Explanation:
When a service provider identifies a strong demand for one of its products in new markets, the next step is to
"Understand and influence the behavior of different user profiles." ITIL 4 emphasizes the importance of understanding customer and user profiles to tailor services and marketing strategies effectively. By understanding the behavior and needs of different user profiles in these new markets, the service provider can better position its product and influence purchasing decisions.


NEW QUESTION # 34
Which is an example of planning for value co-creation?

  • A. Conducting an assessment of the service provider's 'change enablement' practice
  • B. Supporting naturally formed online user communities and groups
  • C. Delivering training sessions to internal staff to make them aware of future product changes
  • D. Agreeing with a customer the service desk team's response times for each method of user contact

Answer: D

Explanation:
An example of planning for value co-creation is "Agreeing with a customer the service desk team's response times for each method of user contact." ITIL 4 emphasizes the importance of co-creating value through collaboration and agreement on service expectations. By agreeing on specific response times, both the service provider and the customer are aligned on expectations, which is crucial for effective service delivery and value creation.


NEW QUESTION # 35
......

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