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Exam ITIL-DSV Study Guide - ITIL-DSV Test Practice

According to our investigation, the test syllabus of the ITIL-DSV exam is changing every year. Some new knowledge will be added into the annual real exam. Some old knowledge will be deleted. So you must have a clear understanding of the test syllabus of the ITIL-DSV study materials. Now, you can directly refer to our study materials. Our experts have carefully researched each part of the test syllabus of the ITIL-DSV Study Materials. Then they compile new questions and answers of the study materials according to the new knowledge parts.

ITIL ITIL-DSV Exam Syllabus Topics:

Topic
Details

Topic 1

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 2

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 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

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 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.

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ITIL ITIL-DSV Test Practice & ITIL-DSV Reliable Exam Labs

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ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Sample Questions (Q41-Q46):

NEW QUESTION # 41
Which marketing technique helps to understand the needs of consumers by tracking their behavior?

A. Value propositions
B. Profiling
C. Market segmentation
D. Brochures

Answer: B

Explanation:
The marketing technique that helps understand the needs of consumers by tracking their behavior is
"Profiling." ITIL 4 discusses profiling as a method to gain insights into consumer behaviors, preferences, and needs. This technique involves gathering data on consumer interactions and using it to tailor services and marketing efforts to better meet consumer demands.

NEW QUESTION # 42
An organization is using an out-of-the-box service from a large service provider. How does the service provider know about the organization's needs?

A. The service provider's marketing and business analysis teams consider generic market needs, instead of the needs of this specific organization
B. The organization provides a request for proposal (RfP) to the service provider, so they can understand the needs, and design the service to meet these needs
C. The service provider's business analysis team negotiates detailed requirements with the organization during the 'offer' stage of the relationship
D. The service provider's 'service level management' team negotiates detailed requirements with the organization during the 'co-create' stage of the relationship

Answer: A

Explanation:
In the case of using an out-of-the-box service from a large service provider, the service provider typically knows about the organization's needs because "The service provider's marketing and business analysis teams consider generic market needs, instead of the needs of this specific organization." ITIL 4 indicates that standardized services are often designed based on common market needs rather than being tailored to the specific needs of individual customers, which is common with large, scalable service offerings.

NEW QUESTION # 43
An organization is selecting a service to develop strategic services. As you are leading the selection process, what would NOT be one of the factors that you will explore?

A. The concern for common goals
B. The ability to perform as expected
C. The ability to produce results
D. The need to improve over time

Answer: A

Explanation:
In selecting a service to develop strategic services, the concern for common goals is not typically a factor that would be explored. Strategic service development focuses more on the service's ability to produce results, improve over time, and perform as expected, rather than aligning with common goals.
The ITIL 4Service DesignandStrategy Managementpractices emphasize the importance of assessing a service' s capability to meet strategic objectives, improve continuously, and deliver the expected outcomes. The key considerations include the ability to achieve the desired results, adaptability, and alignment with the organization's strategic direction, rather than a generalized concern for common goals, which is more of a collaborative or teamwork-related concern rather than a selection criterion.
Therefore, while common goals are important in broader organizational contexts, they are not a primary factor in selecting a service for strategic development.

NEW QUESTION # 44
An organization is rebranding and renovating its branches. As part of the renovation, the physical network cabling is to be upgraded.
You are responsible to manage the supplier. How will you engage with the cabling provider?

A. Invite the provider as part of the project board.
B. Focus on the value the cables are delivering to the bank and praise them for it.
C. Create user accounts for the provider during the onboarding stage.
D. Forecast the required demand and planning to the provider.

Answer: A

Explanation:
When managing suppliers, particularly in a scenario involving significant changes like upgrading physical network cabling during branch renovations, ITIL 4 emphasizes the importance of effective engagement with suppliers to ensure alignment with the organization's goals and successful delivery of value. Here's a detailed explanation of why inviting the provider as part of the project board is the correct approach:
* Collaboration and Visibility (ITIL Guiding Principle: Collaborate and Promote Visibility):ITIL 4 stresses that collaboration is key when engaging with suppliers. By inviting the cabling provider to be part of the project board, you are fostering a collaborative environment where the supplier is fully aware of the project's scope, objectives, and timelines. This ensures that the provider can align their efforts with the organization's expectations and contribute to decision-making processes, enhancing project visibility and reducing the risk of misalignment.
* Ensuring Stakeholder Value (Drive Stakeholder Value - Engagement):According to the ITIL 4 Drive Stakeholder Value module, successful engagement involves understanding and influencing stakeholder needs and ensuring their value is realized. Including the cabling provider in the project board allows for direct communication, enabling the provider to understand the value the organization expects from the project. It also allows the organization to influence the provider's work to ensure it meets the necessary standards and timelines.
* Governance and Accountability (ITIL 4 - Governance):Governance in ITIL 4 ensures that all participants are accountable for their roles within the service value system. By having the provider on the project board, the organization can ensure that the provider is held accountable for their responsibilities in the project, including adherence to timelines, quality standards, and budget constraints. This structured approach to governance helps in mitigating risks associated with the supplier's performance.
* Service Value System Integration (ITIL 4 - Service Value Chain Activities):Inviting the supplier to the project board integrates them into the organization's service value chain. It enables better coordination across the value chain activities such as "Plan," "Engage," and "Deliver and Support." This integration is crucial for ensuring that the supplier's contributions effectively support the overall project outcomes.
* Experience and Outcome Focus (Drive Stakeholder Value - Experience):ITIL 4 emphasizes the importance of managing stakeholders' expectations and focusing on outcomes. Direct involvement of the supplier in the project board helps in setting clear expectations regarding the project outcomes, such as the quality and performance of the network cabling. This engagement ensures that the supplier is fully committed to delivering the desired results, thereby enhancing the overall experience for the organization.
Why Not the Other Options?
* Option A (Forecasting demand and planning):While forecasting and planning are important, they are typically part of the initial engagement and do not constitute ongoing collaboration during the project execution, which is crucial for complex projects like network upgrades.
* Option B (Focusing on the value delivered):Praising the provider for the value delivered is positive, but it does not involve them in the strategic decision-making process or hold them accountable in the way that participation in the project board does.
* Option C (Creating user accounts during onboarding):While onboarding is important, creating user accounts is a technical step rather than a strategic engagement. It does not contribute to the strategic alignment and oversight that being on the project board provides.

NEW QUESTION # 45
A service provider has chosen a shift-left approach to deliver new services to its users. This approach has been challenging for some users. What could be the reason?

A. No formal records under service provider's control.
B. Users do not have sufficient skills to use the new tools.
C. Service has limited scalability.
D. Service can have privacy concerns for the users.

Answer: B

Explanation:
A shift-left approach in IT service management involves moving tasks traditionally performed by higher-level support to lower levels or even to the end-users themselves. This approach is designed to increase efficiency and reduce resolution times, but it can pose challenges if users are not adequately prepared.
* Shift-Left Challenges:
* The shift-left strategy requires users to take on more responsibility for resolving issues using tools or resources provided by the service provider. If users lack the necessary skills or knowledge to effectively use these tools, they may struggle, leading to frustration and reduced service satisfaction.

NEW QUESTION # 46
......

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