100% PASS QUIZ ITIL - ITIL-DSV - PERFECT ITIL 4 SPECIALIST: DRIVE STAKEHOLDER VALUE (ITL4SDSV) LATEST STUDY NOTES

100% Pass Quiz ITIL - ITIL-DSV - Perfect ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Latest Study Notes

100% Pass Quiz ITIL - ITIL-DSV - Perfect ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Latest Study Notes

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ITIL ITIL-DSV Exam Syllabus Topics:

TopicDetails
Topic 1
  • 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.
Topic 2
  • 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 3
  • 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 4
  • 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 5
  • 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 6
  • Understanding Stakeholder Needs and Expectations: This module guides IT service managers and professionals in identifying, assessing, and prioritizing the needs and expectations of diverse stakeholders, including customers, employees, partners, and regulators.

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ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Sample Questions (Q56-Q61):

NEW QUESTION # 56
After onboarding, the customers can access the service provider's mobile network. What is this an example of?

  • A. Joint Service actions
  • B. Provision of access to resources
  • C. Transfer of goods
  • D. Interaction with operant service provider resources

Answer: B

Explanation:
Provision of Access to Resources:
* This involves enabling users to use specific services, applications, or resources provided by the service provider. In this case, allowing customers to access the mobile network is a clear example of granting access to a resource.


NEW QUESTION # 57
A hotel organization launched an app to enable their customers to customize their menu during their stay.
What is this an example of?

  • A. Needs
  • B. Wants
  • C. Emotions
  • D. Stereotype

Answer: B

Explanation:
In the context of ITIL 4 and "Drive Stakeholder Value," the introduction of an app by a hotel organization to allow customers to customize their menu during their stay is a response to customer "wants." Wants refer to desires or preferences that enhance the customer experience but are not strictly necessary. This app likely addresses the customer's desire for convenience and personalization, which goes beyond basic needs and touches on what customers want to improve their experience.
* Option A (Correct):This is the correct answer. The app enables customers to express their personal preferences, which aligns with their wants rather than basic needs.
* Option B (Incorrect):While emotions are important in customer experience, the app primarily addresses wants rather than emotions directly.
* Option C (Incorrect):Needs are more fundamental requirements, like having access to food in general, rather than the customization of a menu.
* Option D (Incorrect):Stereotype is not relevant in this context and does not relate to the customer's interaction with the app.


NEW QUESTION # 58
What is a challenge when onboarding individual consumers?

  • A. Ensuring the sponsor agrees the level of service that the consumer receives
  • B. Handling a large number of service consumers with different skills
  • C. Returning consumer equipment and cancelling user rights
  • D. Identifying and documenting service requirements

Answer: B

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 # 59
An organization is aiming to develop a partnership relationship with their service consumers. One of the objectives is to increase the level of trust and customers' satisfaction by establishing a service mindset across the organization. Which initiative is the BEST way to achieve it?

  • A. Carry out a capability assessment and share the results with customers
  • B. Establish and enforce detailed service level agreements
  • C. Develop interpersonal skills and service empathy in all teams
  • D. Hire and develop good relationship managers

Answer: C

Explanation:
The best initiative to develop a partnership relationship with service consumers and increase trust and customer satisfaction is to "Develop interpersonal skills and service empathy in all teams." ITIL 4 emphasizes the importance of service empathy and interpersonal skills in fostering a service mindset. By enhancing these skills across the organization, teams can better understand and address customer needs, leading to stronger relationships and higher satisfaction.


NEW QUESTION # 60
An organization is negotiating and agreeing the service levels for a social media site.
Which is an example of a measure of utility that should be included in the service level agreement?

  • A. The time taken for social media pages to refresh
  • B. The number of photo formats supported for upload
  • C. The time taken to detect and report security breaches
  • D. The number of network failures per day

Answer: B

Explanation:
An example of a measure of utility that should be included in the service level agreement for a social media site is "The number of photo formats supported for upload." Utility measures relate to the functionality of the service, i.e., what the service does to meet the needs of the users. In this context, the ability to upload various photo formats directly impacts the usefulness of the social media service to its users.


NEW QUESTION # 61
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