ITIL-DSV EXAM ACTUAL QUESTIONS, VALID ITIL-DSV CRAM MATERIALS

ITIL-DSV Exam Actual Questions, Valid ITIL-DSV Cram Materials

ITIL-DSV Exam Actual Questions, Valid ITIL-DSV Cram Materials

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Tags: ITIL-DSV Exam Actual Questions, Valid ITIL-DSV Cram Materials, ITIL-DSV Valid Real Exam, Top ITIL-DSV Exam Dumps, Test ITIL-DSV Online

These questions will familiarize you with the ITIL-DSV exam format and the content that will be covered in the actual test. You will not get a passing score if you rely on outdated practice questions. TestkingPass has assembled a brief yet concise study material that will aid you in acing the ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) (ITIL-DSV) exam on the first attempt. This prep material has been compiled under the expert guidance of 90,000 experienced ITIL professionals from around the globe.

ITIL ITIL-DSV Exam Syllabus Topics:

TopicDetails
Topic 1
  • 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 2
  • 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 3
  • 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 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.
Topic 5
  • 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 6
  • 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.

>> ITIL-DSV Exam Actual Questions <<

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ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Sample Questions (Q36-Q41):

NEW QUESTION # 36
A hotel organization launched an app to enable their customers to customize their menu during their stay.
What is this an example of?

  • A. Wants
  • B. Stereotype
  • C. Emotions
  • D. Needs

Answer: A

Explanation:
In the context of ITIL 4 and "Drive Stakeholder Value," the introduction of an app by a hotel organization to allow customers to customize their menu during their stay is a response to customer "wants." Wants refer to desires or preferences that enhance the customer experience but are not strictly necessary. This app likely addresses the customer's desire for convenience and personalization, which goes beyond basic needs and touches on what customers want to improve their experience.
* Option A (Correct):This is the correct answer. The app enables customers to express their personal preferences, which aligns with their wants rather than basic needs.
* Option B (Incorrect):While emotions are important in customer experience, the app primarily addresses wants rather than emotions directly.
* Option C (Incorrect):Needs are more fundamental requirements, like having access to food in general, rather than the customization of a menu.
* Option D (Incorrect):Stereotype is not relevant in this context and does not relate to the customer's interaction with the app.


NEW QUESTION # 37
A consumer organization is making significant changes to the technologies used by its employees, and is discussing those changes with its service provider.
How can the service provider BEST demonstrate the capability to meet the needs of the consumer organization?

  • A. Respond in a timely manner to the customer's enquiries
  • B. Ensure there are adequate knowledge and skills to support the customer's changes
  • C. Ensure there is adequate capacity to meet the increased demand of the changes
  • D. Be respectful of the consumer organization's decision to make these changes

Answer: B

Explanation:
To best demonstrate the capability to meet the needs of a consumer organization making significant technological changes, the service provider should "Ensure there are adequate knowledge and skillsto support the customer's changes." ITIL 4 underscores the importance of aligning the service provider's capabilities with the customer's evolving needs. This involves not just having the right resources in place but also ensuring that the service provider's team possesses the necessary skills and knowledge to support the changes effectively.


NEW QUESTION # 38
An organization is changing its training approach to shift the focus from product centric to the needs of the users. What of the following ITIL guiding principles is considered in this case?

  • A. Start where you are
  • B. Optimize and automate
  • C. Progress iteratively with feedback
  • D. Focus on value

Answer: D

Explanation:
When an organization shifts its training approach from being product-centric to focusing on the needs of the users, it is aligning with the ITIL guiding principle of "Focus on Value." This principle emphasizes the importance of understanding what is valuable to the user and ensuring that all activities and processes are aligned with delivering that value.
* Focus on Value:
* This guiding principle instructs organizations to understand what their users find valuable and to prioritize delivering that value in all their services and products. By shifting the training approach to focus on the needs of the users, the organization is ensuring that the training is relevant and beneficial to the users, thereby maximizing the value provided.


NEW QUESTION # 39
A service provider has built a 'cooperative relationship' with a customer.
Which activity are they MOST LIKELY to use to validate the services that are provided?

  • A. Continual tracking and analysis of the outcomes, costs, and risks
  • B. Review of costs of service provider technology upgrades
  • C. Ad-hoc joint service reviews of costs and benefits
  • D. Joint service reviews of achievements of service targets

Answer: D

Explanation:
In a 'cooperative relationship,' the activity most likely to validate the services provided is "Joint service reviews of achievements of service targets." ITIL 4 suggests that cooperative relationships involve regular and collaborative reviews of service performance against agreed targets. This joint approach helps in aligning the service outcomes with the customer's expectations and fostering a cooperative spirit.


NEW QUESTION # 40
A service consumer has asked a commercial service provider to develop a new document storage service. The service consumer has a limited budget and the employees that will use the service have a long list of requirements. Which is the BEST approach for collecting the requirements?

  • A. Work with the users to establish a set of requirements and involve the customer in clarifying and agreeing the requirements
  • B. Arrange a number of workshops with the users to identify a set of requirements and obtain theiragreement before commencing development
  • C. Work with the customer to identify the requirements for utility and warranty and inform the users of what has been agreed
  • D. Hold a workshop with the customer to develop a solution for the document storage service and obtain their agreement before starting development

Answer: C

Explanation:
The best approach for collecting requirements in this scenario is to "Work with the customer to identify the requirements for utility and warranty and inform the users of what has been agreed." ITIL 4 highlights that utility (what the service does) and warranty (how the service performs) are critical to defining the value a service provides. By focusing on these aspects with the customer, the service provider can ensure that the service meets the essential needs within the budget constraints, while users are informed about the agreed functionalities.


NEW QUESTION # 41
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