Valid ITIL-DSV Exam Questions | New ITIL-DSV Dumps

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ITIL ITIL-DSV Exam Syllabus Topics:

Topic	Details
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	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	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 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	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.

>> Valid ITIL-DSV Exam Questions <<

New ITIL-DSV Dumps, ITIL-DSV Reliable Practice Questions

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ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Sample Questions (Q14-Q19):

NEW QUESTION # 14
A user is using the self-service portal to download an application. What is this an example of?

A. Tailored Service Action
B. Push Service Action
C. Automated Service Action
D. Pull Service Action

Answer: D

Explanation:
A pull service action occurs when the user actively initiates a request to use a service or access a resource. In this scenario, the user is using a self-service portal to download an application, which is a typical example of apull service action. The user is in control of when and how they access the service, pulling the service from the provider at their convenience.
This concept is aligned with the ITIL 4 principle of"Optimize and Automate,"where self-service capabilities are provided to enable users to access services efficiently without direct interaction with the service desk or support staff. The automation of routine service actions, like downloading an application, allows for faster and more efficient service delivery, improving user satisfaction and reducing the workload on IT staff.
Service request management practices in ITIL 4 support this by defining and managing the processes that allow users to initiate these actions autonomously. This approach enhances the overall user experience by making services more accessible and convenient.

NEW QUESTION # 15
An organization finds value in moving to a 'platform as a service' solution. The organization understands that it is crucial to optimize its own way of working to make this a success. What is this an example of?

A. Cooperative Relationship
B. Co-creation Relationship
C. Partnership
D. Basic Relationship

Answer: B

Explanation:
In ITIL 4, a "Co-creation Relationship" is a collaborative approach where both the service provider and the service consumer work closely together to create value. In this scenario, the organization understands the importance of optimizing its own way of working to successfully leverage a 'Platform as a Service' (PaaS) solution. This demonstrates a recognition that both parties must contribute actively to the success of the service, which is the essence of co-creation.
* Option A (Incorrect):A partnership is broader and may involve various degrees of collaboration but doesn't necessarily emphasize the mutual creation of value as strongly as co-creation does.
* Option B (Incorrect):A Basic Relationship is more transactional and does not involve the deep collaboration needed to optimize working processes for a PaaS solution.
* Option C (Incorrect):A Cooperative Relationship involves some level of collaboration but not to the extent where both parties are jointly optimizing their processes to create value.
* Option D (Correct):This is the correct answer. Co-creation is key in scenarios where success depends on the joint efforts of the service provider and the consumer, such as in adopting a PaaS solution.

NEW QUESTION # 16
An organization is negotiating and agreeing the service levels for a social media site.
Which is an example of a measure of utility that should be included in the service level agreement?

A. The number of network failures per day
B. The number of photo formats supported for upload
C. The time taken to detect and report security breaches
D. The time taken for social media pages to refresh

Answer: B

Explanation:
An example of a measure of utility that should be included in the service level agreement for a social media site is "The number of photo formats supported for upload." Utility measures relate to the functionality of the service, i.e., what the service does to meet the needs of the users. In this context, the ability to upload various photo formats directly impacts the usefulness of the social media service to its users.

NEW QUESTION # 17
A service provider wants to track if a customer is emotionally satisfied with the service it is providing. Which metric would help the MOST?

A. Customers churn rate
B. Average rating given by the users to the service
C. Number of transactions where users used the interface help
D. Number and frequency of users errors

Answer: B

Explanation:
To track if customers are emotionally satisfied with the service, subjective feedback metrics that directly capture the user's feelings about the service experience are most effective.
* Average Rating:
* The average rating given by users to the service is a direct indicator of their emotional satisfaction. This metric reflects the users' overall sentiment and experience with the service, making it the most appropriate for gauging emotional satisfaction.

NEW QUESTION # 18
A moment of truth is best described as:

A. A key touchpoint in which the user changes its impression of the service.
B. The moment when mutual readiness is assessed.
C. The moment the agreement is signed as part of the offer phase.
D. The renewal of the contract when a deadline has been set.

Answer: A

Explanation:
In ITIL 4, a "moment of truth" is understood as a significant interaction or touchpoint where a user's perception of a service can be positively or negatively influenced. These are critical moments in the user journey where the service provider has the opportunity to reinforce or alter the user's impression of the service.
* Moment of Truth:
* This concept refers to any interaction or touchpoint where the customer's perception of the service can change. These moments are critical because they can determine whether the customer' s experience is positive or negative, ultimately affecting customer satisfaction and loyalty.

NEW QUESTION # 19
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VALID ITIL-DSV EXAM QUESTIONS | NEW ITIL-DSV DUMPS

Valid ITIL-DSV Exam Questions | New ITIL-DSV Dumps