Free PDF 2025 ITIL ITIL-DSV: ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) First-grade Test Question

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ITIL ITIL-DSV Exam Syllabus Topics:

Topic	Details
Topic 1	Service Relationships: This module teaches service relationship managers and IT professionals how to effectively manage relationships with various stakeholders, including customers, users, suppliers, and partners. It emphasizes the development of strong, collaborative relationships that are crucial for supporting service delivery and fostering value creation.
Topic 2	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 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	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 5	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 6	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.

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ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Sample Questions (Q74-Q79):

NEW QUESTION # 74
While engaging with a new customer, a service provider should consider which of the following considerations FIRST?

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

Answer: B

Explanation:
When engaging with a new customer, a service provider should first consider "What outcomes is the customer trying to realize." This aligns with the ITIL 4 principle of focusing on value. Understanding the desired outcomes helps in tailoring the service offerings to meet the specific needs andexpectations of the customer, ensuring that the service provided is relevant and valuable. This approach is emphasized throughout the Drive Stakeholder Value module, where understanding and managing customer journeys, and co-creating value are key objectives.

NEW QUESTION # 75
In consideration to the complaints of long waiting times, an organization wants to improve its service desk.
Which is the most appropriate action that the Service Desk Manager should consider?

A. Increase the number of service desk employees.
B. Investigate when the users are calling the service desk.
C. Merge the service desk and the engineering team to handle calls faster.
D. Modify the Service Level Agreement to allow longer waiting times.

Answer: B

Explanation:
When faced with complaints about long waiting times at the service desk, the most appropriate action according to ITIL 4's "Drive Stakeholder Value" practices would be to investigate the patterns of when users are contacting the service desk. This approach aligns with the ITIL 4 guiding principle of "Start Where You Are," which emphasizes the importance of understanding the current situation before making changes.
* Option A (Correct):By investigating when users are calling, the Service Desk Manager can identify peak times, understand user behavior, and better allocate resources to meet demand. This approach ensures that any adjustments are data-driven and targeted, leading to more effective and efficient service improvements.
* Option B (Incorrect):Merging the service desk with the engineering team may not necessarily result in faster call handling. It could create confusion and inefficiencies, as the roles and responsibilities of the service desk and engineering teams are typically distinct.
* Option C (Incorrect):Modifying the Service Level Agreement (SLA) to allow longer waiting times is counterproductive. It would likely lead to decreased user satisfaction and does not address the root cause of the issue.
* Option D (Incorrect):Increasing the number of service desk employees might help reduce waiting times, but it should only be considered after understanding the specific causes of the delays. Without proper analysis, this could lead to unnecessary costs and may not be the most efficient solution.

NEW QUESTION # 76
An organization is identifying the needs for a new service. To ensure that the service is going to be fit for purpose, the organization has defined some requirements.
Which of the following is the best way to specify the requirements?

A. The service should combine the data from different sources.
B. The data should be kept recorded for 10 years.
C. Not more than 15 minutes of data can be lost.
D. The service should be available 24/7, 99,99% of the time.

Answer: D

Explanation:
In ITIL 4, defining service requirements to ensure the service is fit for purpose involves specifying clear, measurable, and relevant criteria that align with the organization's needs and the service's intended use.
Availability is a critical aspect of a service's fitness for purpose, as it directly impacts the service's utility.
* Option A (Incorrect):Specifying data loss tolerance is important but doesn't provide a complete picture of service availability, which is a more comprehensive requirement.
* Option B (Correct):This option is correct because it specifies a clear, measurable requirement that directly relates to the service's availability. Ensuring that the service is available 24/7 with 99.99% uptime is a crucial aspect of making sure the service is fit for purpose, as it ensures that the service will meet the expected operational requirements.
* Option C (Incorrect):While retaining data for 10 years is important, it relates more to compliance and data management rather than the service being fit for purpose in terms of availability.
* Option D (Incorrect):Combining data from different sources is a functional requirement, but it does not address the critical aspect of service availability or reliability, which are key to ensuring the service is fit for purpose.

NEW QUESTION # 77
An internal IT service provider does not have all the skills needed to create and deliver a new service, but could develop them with enough time. There are many external service providers who can provide this service. Which approach should the organization follow to decide if they should use the internal service provider or to source the service externally?

A. Start by reviewing organizational policies for sourcing services, then identify the most important criteria for selecting a service provider, and use a 'decision matrix' to compare service providers
B. Start by understanding the cost of procuring the service internally and externally, then ask internal and external service providers to complete a 'request for quotation1 documenting their preferred solution
C. Start by asking the internal service provider to develop the required skills, then use these newly developed skills to create and deliver the new service internally
D. Start by analysing and documenting the detailed service requirements, then ask external serviceproviders to respond to a 'request for information1 documenting how they would deliver to these requirements

Answer: A

Explanation:
The organization should "Start by reviewing organizational policies for sourcing services, then identify the most important criteria for selecting a service provider, and use a 'decision matrix' to compare service providers." ITIL 4 advises that when deciding whether to source a service internally or externally, it is crucial to consider organizational policies, identify key criteria for selection, and use a structured approach like a decision matrix to make an informed choice.

NEW QUESTION # 78
A start-up wants to launch a new service. As funding is limited, which of the following is the best technique that they can use?

A. Minimum Viable Product
B. Weighted Job First
C. Establish Pull
D. User Story Mapping

Answer: A

Explanation:
For a start-up with limited funding, the focus should be on launching a new service quickly while minimizing costs and risks. The Minimum Viable Product (MVP) approach is ideally suited for this purpose.
* Minimum Viable Product (MVP):
* MVP is a product development strategy where a new product is developed with sufficient features to satisfy early adopters. The final, complete set of features is only designed and developed after considering feedback from the product's initial users. This approach minimizes the risk and investment required by enabling the organization to test the market with a basic version of the product.

NEW QUESTION # 79
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Free PDF 2025 ITIL ITIL-DSV: ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) First-grade Test Question

ITIL ITIL-DSV Exam Syllabus Topics:

High Pass-Rate ITIL-DSV – 100% Free Test Question | ITIL-DSV Customizable Exam Mode

ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Sample Questions (Q74-Q79):

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