Free PDF 2025 Authoritative ITIL-DSV: Valid ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Mock Test

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ITIL ITIL-DSV Exam Syllabus Topics:

Topic	Details
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	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	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.

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ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Sample Questions (Q33-Q38):

NEW QUESTION # 33
A service provider is failing its service level targets on a monthly basis. The resolution time of priority 1 incidents is breached frequently.
As the Incident Manager for the service provider, which action will you take?

A. Shift all service desk employees to the priority 1 incidents when they happen.
B. Add additional staff to the service desk team.
C. Remove the triage step as this slows down the incident resolution.
D. Improve the triage step to guide priority 1 incidents to specialised groups.

Answer: D

Explanation:
When service level targets, especially for high-priority incidents, are consistently being missed, it is essential to address the root cause of delays and inefficiencies in the incident management process.
* Triage Step:
* Improving the triage step is crucial in ensuring that priority 1 incidents are quickly identified and routed to the appropriate specialized teams. Effective triage ensures that the most critical incidents are handled promptly by those with the necessary expertise, reducing resolution times.

NEW QUESTION # 34
An organization finds value in moving to a 'platform as a service' solution. The organization understands that it is crucial to optimize its own way of working to make this a success. What is this an example of?

A. Co-creation Relationship
B. Basic Relationship
C. Partnership
D. Cooperative Relationship

Answer: A

Explanation:
In ITIL 4, a "Co-creation Relationship" is a collaborative approach where both the service provider and the service consumer work closely together to create value. In this scenario, the organization understands the importance of optimizing its own way of working to successfully leverage a 'Platform as a Service' (PaaS) solution. This demonstrates a recognition that both parties must contribute actively to the success of the service, which is the essence of co-creation.
* Option A (Incorrect):A partnership is broader and may involve various degrees of collaboration but doesn't necessarily emphasize the mutual creation of value as strongly as co-creation does.
* Option B (Incorrect):A Basic Relationship is more transactional and does not involve the deep collaboration needed to optimize working processes for a PaaS solution.
* Option C (Incorrect):A Cooperative Relationship involves some level of collaboration but not to the extent where both parties are jointly optimizing their processes to create value.
* Option D (Correct):This is the correct answer. Co-creation is key in scenarios where success depends on the joint efforts of the service provider and the consumer, such as in adopting a PaaS solution.

NEW QUESTION # 35
Through a virtual call with the Service Manager, a top consumer is complaining about the response time of the staff o delivering new laptops. However, all targets are met. The Service Manager listens to the issue, considers its importance, and proposes to review the Service Level Agreement. Which type of listening is the most appropriate for this situation?

A. Attentive Listening
B. Empathic listening
C. Selective Listening
D. Positive Listening

Answer: B

Explanation:
In ITIL 4, especially in the "Drive Stakeholder Value" module, empathic listening is crucial when dealing with customer complaints, especially when they concern service perceptions that are not fully addressed by meeting formal targets. Empathic listening involves fully understanding the customer's feelings and concerns and responding in a way that shows genuine care and willingness to improve the service experience.
* Option A (Incorrect):Positive Listening may involve an upbeat, affirmative approach but lacks the depth of understanding needed in this scenario.
* Option B (Incorrect):Attentive Listening involves focusing on the speaker and their message but may not fully engage with the emotional content of the message.
* Option C (Incorrect):Selective Listening refers to focusing on parts of the conversation, which is not appropriate in a situation requiring full understanding and empathy.
* Option D (Correct):Empathic Listening is the correct answer. The Service Manager's willingness to consider the importance of the issue and propose a review of the Service Level Agreement shows an understanding of the customer's concerns beyond just the factual data.

NEW QUESTION # 36
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 reducing the prices to reach a bigger customer base.
C. Consider setting up a peer-to-peer support programme on your website to grow the community organically.
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 # 37
An internal IT service provider does not have all the skills needed to create and deliver a new service, but could develop them with enough time. There are many external service providers who can provide this service. Which approach should the organization follow to decide if they should use the internal service provider or to source the service externally?

A. Start by asking the internal service provider to develop the required skills, then use these newly developed skills to create and deliver the new service internally
B. Start by reviewing organizational policies for sourcing services, then identify the most important criteria for selecting a service provider, and use a 'decision matrix' to compare service providers
C. Start by understanding the cost of procuring the service internally and externally, then ask internal and external service providers to complete a 'request for quotation1 documenting their preferred solution
D. Start by analysing and documenting the detailed service requirements, then ask external serviceproviders to respond to a 'request for information1 documenting how they would deliver to these requirements

Answer: B

Explanation:
The organization should "Start by reviewing organizational policies for sourcing services, then identify the most important criteria for selecting a service provider, and use a 'decision matrix' to compare service providers." ITIL 4 advises that when deciding whether to source a service internally or externally, it is crucial to consider organizational policies, identify key criteria for selection, and use a structured approach like a decision matrix to make an informed choice.

NEW QUESTION # 38
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Free PDF 2025 Authoritative ITIL-DSV: Valid ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Mock Test

ITIL ITIL-DSV Exam Syllabus Topics:

Actual ITIL ITIL-DSV Exam Questions – Key To Success

ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Sample Questions (Q33-Q38):

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