CERTIFICATE ITIL-DSV EXAM & NEW ITIL-DSV EXAM LABS

Certificate ITIL-DSV Exam & New ITIL-DSV Exam Labs

Certificate ITIL-DSV Exam & New ITIL-DSV Exam Labs

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ITIL ITIL-DSV Exam Syllabus Topics:

TopicDetails
Topic 1
  • 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 2
  • 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 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 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 5
  • 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.

>> Certificate ITIL-DSV Exam <<

Hot Certificate ITIL-DSV Exam 100% Pass | Reliable ITIL-DSV: ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) 100% Pass

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ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Sample Questions (Q61-Q66):

NEW QUESTION # 61
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. Service can have privacy concerns for the users.
  • C. Service has limited scalability.
  • D. Users do not have sufficient skills to use the new tools.

Answer: D

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 # 62
A service provider is receiving complaints from the users about the migration to a new service. The users are finding difficult to identify and use features of the migrated service. What would have helped to prevent this?

  • A. The users should be marked as an important stakeholder in the stakeholder map.
  • B. The outcomes should be part of the service level agreement.
  • C. All changes should be assessed and prioritized.
  • D. An e-learning course describing migration of service should be easily available to the users.

Answer: D

Explanation:
Providing an e-learning course on the migrated service would have significantly reduced user complaints by ensuring that they were well-informed about the new service features and how to use them effectively.
TheAwareness and Communicationstep within theChange Enablement practiceunder ITIL 4 stresses the importance of communicating changes to all relevant stakeholders and ensuring they have the necessary information and training to adapt to these changes.
The complaint in this scenario arises due to a lack of understanding and difficulty in using the new service.
By offering an e-learning course, the service provider would be following theITIL 4 guiding principle of
"Collaborate and Promote Visibility,"ensuring that users are informed and comfortable with the changes.
Moreover, theService DesignandTransitionstages emphasize the need to prepare users for new services, ensuring a smooth transition and minimizing resistance or confusion.
This solution aligns with ITIL 4's focus on improving user experience by providing adequate resources for learning and adaptation, which in turn enhances overall service quality and customer satisfaction.


NEW QUESTION # 63
A service provider is collecting requirements for a cloud-based document storage service. Which is an example of a utility requirement for this service?

  • A. The service will be available for 24 hours every day
  • B. The service will allow each user 100GB of storage space
  • C. Menu pages will update in less than 5 seconds
  • D. The service will display a list of items uploaded by the user

Answer: B

Explanation:
An example of a utility requirement for a cloud-based document storage service is "The service will allow each user 100GB of storage space." ITIL 4 defines utility as the functionality of a service that meets user needs. In this case, the amount of storage space provided is a key functional requirement that determines the utility of the service for its users.


NEW QUESTION # 64
A service provider encourages their users to form a user support commun What is a potential benefit to the service provider?

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

Answer: C

Explanation:
A potential benefit to the service provider when encouraging users to form a user support community is "The reduction in demand for support from the service provider." According to ITIL 4's Drive Stakeholder Value, fostering a user community can empower users to solve their issues independently, thereby reducing the need for direct support from the service provider. This not only improves efficiency but also enhances user satisfaction as they gain more control over their support experience.


NEW QUESTION # 65
An organization has a culture that encourages people to hide their mistakes. This reduces opportunities to improve in many different areas.
Which practice would MOST help to improve this situation and how?

  • A. Supplier management, by encouraging more open communication with suppliers
  • B. Service desk, by sharing more internal IT information with users
  • C. Service level management, by including discussions of transparency in customer meetings
  • D. Relationship management, by developing and communicating values and principles

Answer: D

Explanation:
The practice that would most help improve a situation where an organization's culture encourages hiding mistakes is "Relationship management, by developing and communicating values and principles." ITIL 4 highlights the role of relationship management in fostering a culture of transparency and trust. By promoting open communication and ethical behavior, relationship management can address cultural issues that hinder improvement and innovation.


NEW QUESTION # 66
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