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ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) - ITIL-DSV Exam Practice Test

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Total 82 questions

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Question 1

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 service level management to align the service level to the customer's objectives. C. Involve the legal department as the agreement should be clear and unambiguous. D. Involve senior management to influence the customer to sign the contract.

Correct Answer: B

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Question 2

An organization will navigate through a digital transformation. What would help the service provider to maintain a good relationship during this time of organizational change?

A. Lower the billing margin during the transformation period. B. Guarantee all downtimes will be solved within the agreed targets. C. Increase the service levels during the transformation period. D. Carry out customer satisfaction surveys regularly and take action on the results.

Correct Answer: D

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Question 3

Resource constraints have slowed an organization's efforts to expand into new markets.
Which practice would recommend eliminating products and services that are not enabling value, so that the required resources can be made available?

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

Correct Answer: A

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Question 4

Which is an example of planning for value co-creation?

A. Conducting an assessment of the service provider's 'change enablement' practice B. Agreeing with a customer the service desk team's response times for each method of user contact C. Supporting naturally formed online user communities and groups D. Delivering training sessions to internal staff to make them aware of future product changes

Correct Answer: B

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Question 5

A service provider encourages their users to form a user support commun What is a potential benefit to the service provider?

A. Improved collaboration within the service provider organization B. Reduced collaboration between user organizations C. The reduction in demand for support from the service provider D. The creation of groups that can be used to provision services

Correct Answer: C

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Question 6

Which statement about the reporting of service outcomes and performance is CORRECT?

A. Service performance metrics should be mapped to customer outcomes B. Return on investment (ROI) should be mapped to customer outcomes C. IT component scorecards should be mapped to service provider outcomes D. Customer satisfaction feedback should be mapped to service provider outcomes

Correct Answer: A

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Question 7

While engaging with a new customer, a service provider should consider which of the following considerations FIRST?

A. Which decisions and actions should involve the service provider. B. What dependencies and risks should be considered when consuming the service. C. What outcomes is the customer trying to realize. D. How can we provide feedback to the service provider.

Correct Answer: C

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Question 8

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

Correct Answer: C

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Question 9

An organization is negotiating and agreeing the service levels for a social media site.
Which is an example of a measure of utility that should be included in the service level agreement?

A. The number of network failures per day B. The time taken to detect and report security breaches C. The time taken for social media pages to refresh D. The number of photo formats supported for upload

Correct Answer: D

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Total 82 questions

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