RELIABLE ITIL-DSV REAL TEST - 100% PROFESSIONAL QUESTIONS POOL

Reliable ITIL-DSV Real Test - 100% Professional Questions Pool

Reliable ITIL-DSV Real Test - 100% Professional Questions Pool

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ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Sample Questions (Q49-Q54):

NEW QUESTION # 49
An organization's customers have historically been satisfied with the functionality and performance of its services. Recently, however, the organization is getting complaints about both the performance of the services and areas, such as sales and customer support. How can the organization BEST collect the information needed to address these complaints?

  • A. Use feedback from service reviews to assess value realization
  • B. Conduct satisfaction surveys after service interactions
  • C. Gather customer experience and service level metrics
  • D. Gather customer service performance metrics and map to SLAs

Answer: C

Explanation:
The organization can best collect the information needed to address complaints by "Gathering customer experience and service level metrics." ITIL 4 highlights the importance of understanding both the technical performance (service level metrics) and the user's perception of the service (customer experience metrics).
This holistic approach provides comprehensive insights into the areas of concern, helping the organization address both performance and customer support issues.


NEW QUESTION # 50
A service provider is setting up an agreement with an organization. As the user experience is important, it is added to the agreement. Which metric would you advise to be added to the agreement?

  • A. Unlimited monthly traffic
  • B. Maximum number of simultaneous downloads
  • C. Maximum duration of an interruption
  • D. Number and frequency of returns to the previous stage

Answer: C

Explanation:
When user experience is a critical aspect of a service agreement, metrics that directly impact the user's interaction with the service should be prioritized. Themaximum duration of an interruptionis a key metric that affects service availability and reliability, both of which are crucial to user experience. This metric is directly linked toService Level Agreements (SLAs), which often include targets for uptime and acceptable downtime limits.
In ITIL 4, theService Level Management (SLM)practice is responsible for negotiating, monitoring, and managing SLAs, ensuring that they reflect the customer's needs and expectations. A well-defined SLA with a metric for the maximum duration of an interruption helps ensure that the service provider can maintain the desired level of service continuity, thereby protecting the user experience from being negatively impacted by prolonged outages.
This approach aligns with the ITIL 4 guiding principles of"Focus on Value"and"Optimize and Automate," ensuring that the service provided is reliable and meets the agreed-upon expectations for availability, which is a major component of a positive user experience.


NEW QUESTION # 51
Which is a technique for identifying customers that have common demands?

  • A. Market segmentation
  • B. SWOT analysis
  • C. Continual improvement model
  • D. PESTLE

Answer: A

Explanation:
"Market segmentation" is the technique for identifying customers that have common demands. ITIL 4 explains that market segmentation involves dividing a market into distinct groups of buyers who have different needs, characteristics, or behaviors, and who might require separate products or services. This technique allows service providers to tailor their offerings to specific segments more effectively.


NEW QUESTION # 52
An organization has signed a contract to outsource its service desk function to a supplier. Theorganization wants to ensure that its customers and users will receive a seamless support service. Which activity would MOST help the organization at this stage?

  • A. Integrating supplier activities into organization's value streams
  • B. Creating criteria to use when shortlisting suppliers
  • C. Defining strategy and principles for sourcing of resources
  • D. Improving the effectiveness of contract renewal

Answer: A

Explanation:
The activity that would most help the organization at this stage is "Integrating supplier activities into the organization's value streams." ITIL 4 emphasizes the importance of ensuring that outsourced services are seamlessly integrated into the organization's overall service delivery model. By aligning supplier activities with the organization's value streams, the organization can ensure that its customers and users receive consistent and seamless support services.


NEW QUESTION # 53
Which is an example of planning for value co-creation?

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

Answer: C

Explanation:
An example of planning for value co-creation is "Agreeing with a customer the service desk team's response times for each method of user contact." ITIL 4 emphasizes the importance of co-creating value through collaboration and agreement on service expectations. By agreeing on specific response times, both the service provider and the customer are aligned on expectations, which is crucial for effective service delivery and value creation.


NEW QUESTION # 54
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