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2025 New ITIL-DSV Real Exam | High Hit-Rate 100% Free Test ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Duration

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ITIL ITIL-DSV Exam Syllabus Topics:

Topic
Details

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

Service Level Management: This module equips IT service managers and service level managers with the skills to establish, monitor, and report on service levels to ensure they meet stakeholder requirements and agreements.

Topic 3

Communication and Collaboration: In the final module, IT service managers and communication specialists will develop the skills needed to foster positive relationships with stakeholders through effective communication and collaboration.

Topic 4

Service Relationships: This module teaches service relationship managers and IT professionals how to effectively manage relationships with various stakeholders, including customers, users, suppliers, and partners. It emphasizes the development of strong, collaborative relationships that are crucial for supporting service delivery and fostering value creation.

ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Sample Questions (Q75-Q80):

NEW QUESTION # 75
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?

A. Increase the service levels during the transformation period.
B. Carry out customer satisfaction surveys regularly and take action on the results.
C. Guarantee all downtimes will be solved within the agreed targets.
D. Lower the billing margin during the transformation period.

Answer: B

Explanation:
During a digital transformation, maintaining a good relationship with the customer is crucial. The most effective way to ensure this is by regularly gauging customer satisfaction and promptly addressing any issues or concerns that arise. This aligns with ITIL 4's guiding principle of "Progress Iteratively with Feedback," which emphasizes the importance of continuous improvement based on real-time feedback.
* Option A (Correct):Regular customer satisfaction surveys and taking action on the results will help maintain a strong relationship by showing the customer that their feedback is valued and acted upon.
This builds trust and ensures that the service provider can adapt to the customer's changing needs during the transformation.
* Option B (Incorrect):Lowering the billing margin might be appreciated, but it doesn't directly address the quality of the relationship or service delivery during the transformation.
* Option C (Incorrect):Increasing service levels might not be feasible or necessary during a transformation and could lead to overcommitment and potential failure to meet those service levels.
* Option D (Incorrect):Guaranteeing all downtimes will be solved within the agreed targets is part of standard service management, but it doesn't specifically help maintain or improve the relationship during transformation unless paired with active engagement and feedback mechanisms.

NEW QUESTION # 76
A customer is retiring a service and has terminated the contract for the service with the service provider. The service provider will continue to deliver other services to the customer.
Which activity should the service provider include in the plans to offboard the service?

A. Providing information to users about how to contact the service desk
B. Creating training schedules for users on how to use the service
C. Identifying and making requests for outstanding payments for the service

Answer: C

Explanation:
When offboarding a service, the service provider should include "Identifying and making requests for outstanding payments for the service." ITIL 4 specifies that offboarding activities should ensure that all financial and contractual obligations are settled before the service is fully retired. This includes resolving any outstanding payments, finalizing documentation, and ensuring a smooth transition for ongoing services.

NEW QUESTION # 77
An organization is encouraging its staff to work from home instead of the office. This has caused changes to how and when users access services.
Which aspect of 'managing demand and opportunities' would provide a better understanding of this situation?

A. Building a customer business case
B. Introducing component capacity management
C. Introducing differential charging
D. Analysing patterns of business activity

Answer: D

Explanation:
The aspect of 'managing demand and opportunities' that would provide a better understanding of changes in how and when users access services due to working from home is "Analysing patterns of business activity." ITIL 4 explains that understanding patterns of business activity (PBA) helps in predicting demand for services and ensuring that resources are allocated appropriately to meet the varying needs of users.

NEW QUESTION # 78
A service provider has a hard time receiving user's feedback.
Which of the following is NOT an appropriate solution to improve the situation?

A. Hand out rewards for feedback.
B. Respond to all feedback individually.
C. Share the user's feedback on social media.
D. Add social media channels to monitor and provide fast feedback.

Answer: C

Explanation:
Sharing user feedback on social media is generally not appropriate if the goal is to improve the volume and quality of feedback received from users. Feedback is often sensitive and can include criticisms or private information that users may not want publicly disclosed. Instead, it's better to focus on gathering and responding to feedback through more controlled and secure channels.
TheITIL 4 Drive Stakeholder Valuemodule emphasizes"Engage"activities, which include collecting and managing feedback to continuously improve service delivery. While adding social media channels (A) and responding to feedback individually (B) are good practices, publicly sharing feedback can breach user trust and discourage future feedback.
Handing out rewards for feedback (C) can be a positive reinforcement strategy to encourage more users to provide feedback, which can then be used to improve services. Sharing feedback publicly (D), however, risks misinterpreting the feedback, violating privacy, or deterring other users from providing honest feedback.

NEW QUESTION # 79
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. 1 and 4
B. 2 and 3
C. 3 and 4
D. 1 and 2

Answer: B

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 # 80
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