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Exams ITIL-DSV Torrent, Valid Test ITIL-DSV Test

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ITIL ITIL-DSV Exam Syllabus Topics:

Topic
Details

Topic 1

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.

Topic 2

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 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 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.

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

NEW QUESTION # 56
An organization's business-critical service is experiencing frequent downtimes and slow performances. What do you suggest to improve the situation?

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

Answer: B

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 # 57
New users are onboarding the service of the service provider.
You are asked to prepare the communication management strategy. Which stakeholders will be part of your plan?

A. Service Desk
B. Account Manager
C. Service Level Manager
D. Relationship Manager

Answer: A

Explanation:
When preparing a communication management strategy, especially during the onboarding of new users, it is crucial to include stakeholders who are directly responsible for maintaining and managing the relationship with the service users. The Relationship Manager is the most appropriate stakeholder in this context.
* Relationship Manager:
* The Relationship Manager is responsible for managing the relationship between the service provider and the service consumers. This role ensures that communication is effective and that the expectations and requirements of the users are understood and met. The Relationship Manager plays a key role in the communication strategy by facilitating dialogue between the service provider and users.

NEW QUESTION # 58
An organization wants to grow its customer base as it is currently experiencing a decline in users. The target group includes people of 65+ of age, with at least one grandchild. During which stage is this usually done?

A. Ideate
B. Define
C. Empathize
D. Prototype

Answer: C

Explanation:
In ITIL 4's approach to customer-centric service management, "Empathize" is a critical stage, particularly when an organization is looking to grow its customer base or address a decline in users. This stage involves understanding the users, their experiences, and the challenges they face.
* Understanding the Customer Needs:
* In the Empathize stage, the focus is on gaining deep insight into the target audience, which in this case includes individuals aged 65 and above with grandchildren. The goal is to develop a genuine understanding of their needs, preferences, and pain points.
* Applying Empathy:
* Empathy maps, customer journey maps, and personas are often used to capture and articulate the experiences of the target group. These tools help to visualize what the customers see, feel, and think, which is essential when the target audience is specific, like elderly individuals with a family focus.
* Service Design and Customer Experience (CX):
* The insights gathered during the Empathize stage inform the service design process. ITIL emphasizes that services should be designed to meet the users' needs effectively, creating value through positive customer experiences. This aligns with the ITIL principle of "focus on value."
* Reference to ITIL 4 Framework:
* The Empathize stage corresponds to the "Engage" activity within the ITIL Service Value Chain.
It ensures that the organization understands customer needs and how these can be met through the services provided. This stage directly impacts the organization's ability to design services that resonate with the targeted demographic, leading to higher user satisfaction and potential growth in the customer base.

NEW QUESTION # 59
Different types of service relationships require different approaches to assessing mutual readiness. Which of the following statements is CORRECT?

A. Readiness to collaborate is crucial for a partnership relationship
B. Readiness to change is crucial for a basic relationship
C. Readiness to collaborate is crucial for a basic relationship
D. Assessment of capability, maturity and past performance is crucial for a partnership relationship

Answer: D

Explanation:
The correct statement is "Assessment of capability, maturity, and past performance is crucial for a partnership relationship." ITIL 4 highlights that in partnership relationships, it is important to assess not just readiness but also the capabilities, maturity, and past performance of both parties. This ensures that the partnership can achieve its objectives and that both parties are aligned in terms of skills and expectations.

NEW QUESTION # 60
A potential customer is having trouble agreeing on the level of service it requires. What is the best approach to consider to come to an agreement?

A. Involve the project team to explain the service into detail to the customer.
B. Involve the legal department as the agreement should be clear and unambiguous.
C. Involve service level management to align the service level to the customer's objectives.
D. Involve senior management to influence the customer to sign the contract.

Answer: C

Explanation:
When a potential customer struggles to agree on the required service level, the best approach is to involveService Level Management (SLM). The SLM practice is key in negotiating and aligning service levels with customer objectives and expectations, ensuring that the services delivered meet the customer's needs.
SLM works by understanding customer requirements and ensuring that the service levels are achievable and measurable. This practice also ensures that the agreed-upon service levels are documented and regularly reviewed to remain aligned with customer expectations.
Involving senior management (C) or the legal department (B) might pressure the customer but does not address the core issue of aligning the service level with the customer's actual needs. Similarly, involving the project team (D) to explain the service in detail might be useful for clarification but is secondary to aligning the service level agreements through SLM.

NEW QUESTION # 61
......

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