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Free PDF Quiz ITIL-DSV - Useful ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Dumps Discount

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ITIL ITIL-DSV Exam Syllabus Topics:

Topic
Details

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

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 3

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 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

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.

ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Sample Questions (Q63-Q68):

NEW QUESTION # 63
A user has logged an incident because their laptop is performing badly. This is potentially going to impact a big sale. The service level agreement says that the response should be within 8 hours, but the service desk agent recognizes that this is an exceptional situation and escalates the situationimmediately. The issue is resolved quickly and the user is delighted with the service. What is this an example of?

A. Moment of truth
B. Elevating capabilities
C. Smoothing demand
D. Design thinking

Answer: A

Explanation:
The situation described is an example of a "Moment of truth." In ITIL 4, a moment of truth occurs when a customer has a critical experience with the service provider, which can significantly influence their perception of the service. The prompt escalation and resolution of the incident beyond standard SLA requirements is a perfect example of exceeding customer expectations during such a critical moment.

NEW QUESTION # 64
An organization is evaluating the advantages and disadvantages of replacing its legacy information systems with cloud-based services as a part of its strategic plan. The market is extremely competitive, so the organization wants to ensure that all factors are considered.
Which technique would allow this organization to BEST understand the external factors that could influence this decision?

A. Business analysis
B. PESTLE analysis
C. Stakeholder analysis
D. Four dimensions assessment

Answer: B

Explanation:
The technique that would best help the organization understand the external factors influencing the decision to replace legacy systems with cloud-based services is "PESTLE analysis." ITIL 4 suggests PESTLE (Political, Economic, Social, Technological, Legal, and Environmental) analysis as a comprehensive framework for understanding external factors that can impact strategic decisions. Thisanalysis provides a thorough evaluation of the external environment, helping the organization make informed decisions.

NEW QUESTION # 65
A service provider is onboarding a large customer with a complex user base. It is advised that the service provider manages this as a:

A. Programme
B. Project
C. Emergency Change
D. Normal Change

Answer: A

Explanation:
When onboarding a large customer with a complex user base, the service provider needs to manage various interrelated projects and activities that contribute to the overall outcome. This scenario requires a coordinated approach that can handle complexity, scale, and the need for multiple outcomes.
* Programme:
* A programme is a group of related projects managed in a coordinated way to obtain benefits and control not available from managing them individually. In the context of onboarding a large and complex customer, a programme ensures that all projects and activities are aligned with the overall objectives, facilitating effective management of dependencies, risks, and resources.

NEW QUESTION # 66
Through a virtual call with the Service Manager, a top consumer is complaining about the response time of the staff o delivering new laptops. However, all targets are met. The Service Manager listens to the issue, considers its importance, and proposes to review the Service Level Agreement. Which type of listening is the most appropriate for this situation?

A. Attentive Listening
B. Empathic listening
C. Selective Listening
D. Positive Listening

Answer: B

Explanation:
In ITIL 4, especially in the "Drive Stakeholder Value" module, empathic listening is crucial when dealing with customer complaints, especially when they concern service perceptions that are not fully addressed by meeting formal targets. Empathic listening involves fully understanding the customer's feelings and concerns and responding in a way that shows genuine care and willingness to improve the service experience.
* Option A (Incorrect):Positive Listening may involve an upbeat, affirmative approach but lacks the depth of understanding needed in this scenario.
* Option B (Incorrect):Attentive Listening involves focusing on the speaker and their message but may not fully engage with the emotional content of the message.
* Option C (Incorrect):Selective Listening refers to focusing on parts of the conversation, which is not appropriate in a situation requiring full understanding and empathy.
* Option D (Correct):Empathic Listening is the correct answer. The Service Manager's willingness to consider the importance of the issue and propose a review of the Service Level Agreement shows an understanding of the customer's concerns beyond just the factual data.

NEW QUESTION # 67
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. Modify the Service Level Agreement to allow longer waiting times.
C. Merge the service desk and the engineering team to handle calls faster.
D. Investigate when the users are calling the service desk.

Answer: D

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 # 68
......

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