Exam ITIL ITIL-DSV Flashcards, Pdf ITIL-DSV Braindumps

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ITIL ITIL-DSV Exam Syllabus Topics:

Topic	Details
Topic 1	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 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	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 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 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.

ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Sample Questions (Q77-Q82):

NEW QUESTION # 77
Which activity, carried out by both the service provider and the service consumer, enables service provision and consumption to start?

A. Assessing mutual readiness
B. Designing the customer journey
C. Onboarding
D. Building trust

Answer: C

Explanation:
The activity that enables service provision and consumption to start, carried out by both the service provider and the service consumer, is "Onboarding." ITIL 4 describes onboarding as the process ofintegrating the service consumer into the service environment, ensuring that they have the necessary knowledge, tools, and access to begin using the service effectively. Onboarding is crucial for establishing a strong foundation for the service relationship.

NEW QUESTION # 78
A service provider is onboarding new users. To ensure that the user is allowed to access the service, it requires a copy of the user's ID.
What is this an example of?

A. Role based access management
B. Multi-factor Authentication
C. Security restrictions
D. User enabling requirements

Answer: D

Explanation:
When a service provider requires a copy of a user's ID to ensure that the user is allowed to access the service, it is implementing a user enabling requirement. This refers to the necessary prerequisites that users must fulfill to gain access to a service.
* User Enabling Requirements:
* These are specific conditions or requirements that a user must meet to gain access to a service.
Requiring a copy of the user's ID is an example of such a requirement, ensuring that only authorized users are granted access.

NEW QUESTION # 79
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. Introducing component capacity management
B. Introducing differential charging
C. Analysing patterns of business activity
D. Building a customer business case

Answer: C

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 # 80
An organization's business-critical service is experiencing frequent downtimes and slow performances. What do you suggest to improve the situation?

A. Improve the recovery time object of the critical services to minimize the impact on the service value.
B. Match the usage of the services to the downtimes and propose actions to spread the demand.
C. Coordinate with the business to understand how the services are aligned to the business goals.
D. Scale up the underlying infrastructure to increase the resilience of the service.

Answer: C

Explanation:
When an organization's business-critical service is experiencing frequent downtimes and slow performances, the best approach according to ITIL 4's "Drive Stakeholder Value" is to coordinate with the business to ensure that the services are properly aligned with business goals. This ensures that any technical improvements or strategic adjustments directly support the business's objectives.
* Option A (Incorrect):Improving the recovery time objective (RTO) is important but may not address the root cause of the frequent downtimes and slow performance.
* Option B (Correct):Coordinating with the business to understand alignment is crucial. By ensuring that the services align with business goals, you can prioritize the most impactful improvements and ensure that technical adjustments meet strategic needs.
* Option C (Incorrect):Scaling up infrastructure may help with resilience, but without understanding the business alignment, this might not be the most efficient or necessary solution.
* Option D (Incorrect):Matching usage to downtimes might mitigate some issues but does not address the underlying causes of the performance problems.

NEW QUESTION # 81
An organization just added a voice assistant on its vacuum cleaners.
The marketing team is preparing the launch of the appliance. What is the correct approach they should consider?

A. Consider increasing the warranty and a service contract for maintenance in the future.
B. Consider setting up a peer-to-peer support programme on your website to grow the community organically.
C. Consider reducing the prices to reach a bigger customer base.
D. Consider sparking the customer's interest and focus on the benefits of the voice assistant.

Answer: D

Explanation:
When launching a new product feature, such as a voice assistant on vacuum cleaners, it is crucial to focus on how this feature enhances the customer experience and the specific benefits it brings. In this case, sparking the customer's interest and focusing on the benefits of the voice assistant aligns with the ITIL 4 principle of" Focus on Value,"which involves understanding what customers value and clearly communicating the benefits they will receive from the service.
Marketing efforts should be geared towards illustrating how the voice assistant improves convenience, efficiency, and overall user satisfaction. This approach is part of theEngageactivity within the Service Value Chain, which emphasizes understanding and meeting customer needs through effective communication and marketing strategies.
By focusing on the benefits, the marketing team can generate excitement and demand for the new feature, ensuring a successful product launch and enhancing customer loyalty.

NEW QUESTION # 82
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Exam ITIL ITIL-DSV Flashcards, Pdf ITIL-DSV Braindumps

Pass Guaranteed ITIL - ITIL-DSV - Valid Exam ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Flashcards

ITIL ITIL-DSV Exam Syllabus Topics:

ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Sample Questions (Q77-Q82):

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