Updated ITIL ITIL-DSV Practice Exams for Self-Assessment (Web-Based and Desktop)

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ITIL ITIL-DSV Exam Syllabus Topics:

Topic	Details
Topic 1	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.
Topic 2	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 3	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 4	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 5	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.

ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Sample Questions (Q71-Q76):

NEW QUESTION # 71
A service provider has recently released an upgrade to its payroll service. The service provider had told the customer that the upgrade would include functionality to copy information from various other HR systems, to reduce the amount of manual data entry. However, this statement was not documented at the time and the proposed functionality was not included in design then.
Which practice includes activities which could have helped to avoid this situation?

A. Portfolio management
B. Business analysis
C. Service desk
D. Service catalogue management

Answer: B

Explanation:
The practice that includes activities which could have helped to avoid the situation where promised functionality was not delivered is "Business analysis." ITIL 4 highlights that business analysis is critical in ensuring that all requirements are accurately captured, documented, and communicated during the design and development phases. Proper business analysis would have identified the need to include the functionality in the design and ensured it was delivered.

NEW QUESTION # 72
Which activity describes user-centered service design?

A. Balancing user experience with the technical and business requirements
B. Building a prototype of the minimum functionality that can be produced quickly
C. Using value stream mapping to identify a set of user requirements
D. Applying the MoSCoW technique to a set of user requirements

Answer: A

Explanation:
User-centered service design is described by "Balancing user experience with the technical and business requirements." ITIL 4 emphasizes that user-centered design involves understanding the user's needs and expectations and ensuring that these are balanced with the technical feasibility and business goals. This approach ensures that the service is both user-friendly and aligned with the organization's objectives.

NEW QUESTION # 73
Customers who love to eat organic food are an example of which category?

A. Behavioural market category
B. Demographic market category
C. Geographic market category
D. Psychographic market category

Answer: D

Explanation:
Customers who love to eat organic food represent a market segment based on their lifestyle, beliefs, and values. This segmentation falls under the psychographic market category.
* Psychographic Market Category:
* Psychographic segmentation divides the market based on lifestyle, values, attitudes, and personality traits. Consumers who prefer organic food typically share specific values and lifestyles related to health, environmental consciousness, and sustainability, making this a psychographic segmentation.

NEW QUESTION # 74
Which is the BEST approach for a service consumer to use when they want to obtain services from a service provide?

A. Ask the service provider to customize a solution to suit their requirements
B. Provide the service provider with a detailed list of requirements
C. Develop a list of needs focusing on what should be achieved
D. Ensure that their detailed requirements are based on a previous legacy solution

Answer: C

Explanation:
The best approach for a service consumer to use when they want to obtain services from a service provider is to "Develop a list of needs focusing on what should be achieved." ITIL 4 emphasizes theimportance of focusing on outcomes rather than specific technical requirements. By clearly stating what needs to be achieved, the service provider can design or select the best service to meet those needs.

NEW QUESTION # 75
Users often do not provide feedback because they do not believe it will be addressed. Which is the BEST method for encouraging users to submit feedback in this situation?

A. Providing information about users' feedback to customers
B. Automating responses to all users' feedback
C. Making feedback processing visible for everyone
D. Having regular face-to-face feedback sessions with users

Answer: C

Explanation:
The best method for encouraging users to submit feedback when they do not believe it will be addressed is
"Making feedback processing visible for everyone." ITIL 4 stresses the importance of transparency in service management. By making the process of handling feedback visible, users can see that their input is taken seriously and acted upon, which can significantly increase their willingness to provide feedback.

NEW QUESTION # 76
......

In this way, the ITIL ITIL-DSV certified professionals can not only validate their skills and knowledge level but also put their careers on the right track. By doing this you can achieve your career objectives. To avail of all these benefits you need to pass the ITIL-DSV Exam which is a difficult exam that demands firm commitment and complete ITIL-DSV exam questions preparation.

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