ITIL-DSV RELIABLE TEST OBJECTIVES, LATEST TEST ITIL-DSV EXPERIENCE

ITIL-DSV Reliable Test Objectives, Latest Test ITIL-DSV Experience

ITIL-DSV Reliable Test Objectives, Latest Test ITIL-DSV Experience

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Tags: ITIL-DSV Reliable Test Objectives, Latest Test ITIL-DSV Experience, Latest ITIL-DSV Test Cost, ITIL-DSV Fresh Dumps, ITIL-DSV New Dumps Sheet

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ITIL ITIL-DSV Exam Syllabus Topics:

TopicDetails
Topic 1
  • 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 2
  • 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 3
  • 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 4
  • 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 5
  • 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 Reliable Test Objectives <<

2025 Professional ITIL ITIL-DSV: ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Reliable Test Objectives

PracticeVCE's ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) (ITIL-DSV) exam questions contain ITIL ITIL-DSV real questions and answers that have been compiled and verified by ITIL specialists in the field. This demonstrates that the real questions and answers in the ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) (ITIL-DSV) material are legitimate for the ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) (ITIL-DSV) practice exam. The ITIL ITIL-DSV practice questions are intended to help you easily and confidently clear the ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) (ITIL-DSV).

ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Sample Questions (Q11-Q16):

NEW QUESTION # 11
A service provider has recently released an upgrade to its payroll service. The service provider had told the customer that the upgrade would include functionality to copy information from various other HR systems, to reduce the amount of manual data entry. However, this statement was not documented at the time and the proposed functionality was not included in design then.
Which practice includes activities which could have helped to avoid this situation?

  • A. Service desk
  • B. Portfolio management
  • C. Service catalogue management
  • D. Business analysis

Answer: D

Explanation:
The practice that includes activities which could have helped to avoid the situation where promised functionality was not delivered is "Business analysis." ITIL 4 highlights that business analysis is critical in ensuring that all requirements are accurately captured, documented, and communicated during the design and development phases. Proper business analysis would have identified the need to include the functionality in the design and ensured it was delivered.


NEW QUESTION # 12
Different types of service relationships require different approaches to assessing mutual readiness. Which of the following statements is CORRECT?

  • A. Assessment of capability, maturity and past performance is crucial for a partnership relationship
  • B. Readiness to collaborate is crucial for a partnership relationship
  • C. Readiness to collaborate is crucial for a basic relationship
  • D. Readiness to change is crucial for a basic relationship

Answer: A

Explanation:
The correct statement is "Assessment of capability, maturity, and past performance is crucial for a partnership relationship." ITIL 4 highlights that in partnership relationships, it is important to assess not just readiness but also the capabilities, maturity, and past performance of both parties. This ensures that the partnership can achieve its objectives and that both parties are aligned in terms of skills and expectations.


NEW QUESTION # 13
A service provider is losing its customers at a rapid pace. The Service Manager wants to understand the reason and asks to draw out the customer journey for this. Why is this a good idea?

  • A. The customer will have cheaper services because of the customer journey.
  • B. The service provider will be able to get optimal value out of the service it is delivering.
  • C. The service provider will be able to identify and understand specific customer's behavior and outcomes.
  • D. The customer's risks will be removed when using the service.

Answer: C

Explanation:
Drawing out the customer journey is essential in this scenario because it allows the service provider to analyze and understand the specific behaviors and outcomes that are leading to customer attrition.
Thecustomer journey mapprovides a visual representation of the entire customer experience, from initial engagement to the end of their interaction with the service. This process helps in identifying pain points, unmet needs, and areas where the service may be falling short.
In ITIL 4, understanding and managing the customer journey is integral to theEngageandDesign & Transitionactivities within theService Value Chain (SVC). The Engage activity focuses on understanding stakeholder needs and ensuring continued engagement, while Design & Transition ensures that the service meets the requirements of the stakeholders and delivers the expected outcomes. By mapping out the customer journey, the service provider can align their service offerings more closely with customer expectations, thereby improving satisfaction and reducing churn.
This approach is also supported by the ITIL 4 guiding principle of"Focus on Value", which emphasizes the importance of understanding what is valuable to customers and aligning services accordingly. Mapping the customer journey enables the service provider to identify what customers value most and adapt the service to meet those needs effectively.


NEW QUESTION # 14
After onboarding, the customers can access the service provider's mobile network. What is this an example of?

  • A. Joint Service actions
  • B. Transfer of goods
  • C. Provision of access to resources
  • D. Interaction with operant service provider resources

Answer: C

Explanation:
Provision of Access to Resources:
* This involves enabling users to use specific services, applications, or resources provided by the service provider. In this case, allowing customers to access the mobile network is a clear example of granting access to a resource.


NEW QUESTION # 15
A service provider is failing its service level targets on a monthly basis. The resolution time of priority 1 incidents is breached frequently.
As the Incident Manager for the service provider, which action will you take?

  • A. Add additional staff to the service desk team.
  • B. Shift all service desk employees to the priority 1 incidents when they happen.
  • C. Improve the triage step to guide priority 1 incidents to specialised groups.
  • D. Remove the triage step as this slows down the incident resolution.

Answer: C

Explanation:
When service level targets, especially for high-priority incidents, are consistently being missed, it is essential to address the root cause of delays and inefficiencies in the incident management process.
* Triage Step:
* Improving the triage step is crucial in ensuring that priority 1 incidents are quickly identified and routed to the appropriate specialized teams. Effective triage ensures that the most critical incidents are handled promptly by those with the necessary expertise, reducing resolution times.


NEW QUESTION # 16
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