ITIL ITIL-DSV TEST SAMPLE QUESTIONS & ITIL-DSV CUSTOMIZED LAB SIMULATION

ITIL ITIL-DSV Test Sample Questions & ITIL-DSV Customized Lab Simulation

ITIL ITIL-DSV Test Sample Questions & ITIL-DSV Customized Lab Simulation

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Tags: ITIL-DSV Test Sample Questions, ITIL-DSV Customized Lab Simulation, ITIL-DSV Valid Practice Questions, ITIL-DSV Valid Test Book, Vce ITIL-DSV Download

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ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Sample Questions (Q18-Q23):

NEW QUESTION # 18
A service provider is receiving complaints from the users about the migration to a new service. The users are finding difficult to identify and use features of the migrated service. What would have helped to prevent this?

  • A. All changes should be assessed and prioritized.
  • B. An e-learning course describing migration of service should be easily available to the users.
  • C. The outcomes should be part of the service level agreement.
  • D. The users should be marked as an important stakeholder in the stakeholder map.

Answer: B

Explanation:
Providing an e-learning course on the migrated service would have significantly reduced user complaints by ensuring that they were well-informed about the new service features and how to use them effectively.
TheAwareness and Communicationstep within theChange Enablement practiceunder ITIL 4 stresses the importance of communicating changes to all relevant stakeholders and ensuring they have the necessary information and training to adapt to these changes.
The complaint in this scenario arises due to a lack of understanding and difficulty in using the new service.
By offering an e-learning course, the service provider would be following theITIL 4 guiding principle of
"Collaborate and Promote Visibility,"ensuring that users are informed and comfortable with the changes.
Moreover, theService DesignandTransitionstages emphasize the need to prepare users for new services, ensuring a smooth transition and minimizing resistance or confusion.
This solution aligns with ITIL 4's focus on improving user experience by providing adequate resources for learning and adaptation, which in turn enhances overall service quality and customer satisfaction.


NEW QUESTION # 19
A service provider has received information from market analysis which shows that there is strong demand for one of its products in countries in which it does not usually operate. Which activity should the service provider perform now?

  • A. Understand and influence the behaviour of different user profiles
  • B. Handle improvement opportunities in a professional manner
  • C. Evaluate pricing mechanisms to ensure they drive the desired behaviour
  • D. Produce a cost model that considers all the resources needed

Answer: A

Explanation:
When a service provider identifies a strong demand for one of its products in new markets, the next step is to
"Understand and influence the behavior of different user profiles." ITIL 4 emphasizes the importance of understanding customer and user profiles to tailor services and marketing strategies effectively. By understanding the behavior and needs of different user profiles in these new markets, the service provider can better position its product and influence purchasing decisions.


NEW QUESTION # 20
A service provider has built a 'cooperative relationship' with a customer.
Which activity are they MOST LIKELY to use to validate the services that are provided?

  • A. Joint service reviews of achievements of service targets
  • B. Continual tracking and analysis of the outcomes, costs, and risks
  • C. Ad-hoc joint service reviews of costs and benefits
  • D. Review of costs of service provider technology upgrades

Answer: A

Explanation:
In a 'cooperative relationship,' the activity most likely to validate the services provided is "Joint service reviews of achievements of service targets." ITIL 4 suggests that cooperative relationships involve regular and collaborative reviews of service performance against agreed targets. This joint approach helps in aligning the service outcomes with the customer's expectations and fostering a cooperative spirit.


NEW QUESTION # 21
An organization is encouraging its staff to work from home instead of the office. This has caused changes to how and when users access services.
Which aspect of 'managing demand and opportunities' would provide a better understanding of this situation?

  • A. Introducing differential charging
  • B. Introducing component capacity management
  • C. Analysing patterns of business activity
  • D. Building a customer business case

Answer: C

Explanation:
The aspect of 'managing demand and opportunities' that would provide a better understanding of changes in how and when users access services due to working from home is "Analysing patterns of business activity." ITIL 4 explains that understanding patterns of business activity (PBA) helps in predicting demand for services and ensuring that resources are allocated appropriately to meet the varying needs of users.


NEW QUESTION # 22
A customer is retiring a service and has terminated the contract for the service with the service provider. The service provider will continue to deliver other services to the customer.
Which activity should the service provider include in the plans to offboard the service?

  • A. Creating training schedules for users on how to use the service
  • B. Identifying and making requests for outstanding payments for the service
  • C. Providing information to users about how to contact the service desk

Answer: B

Explanation:
When offboarding a service, the service provider should include "Identifying and making requests for outstanding payments for the service." ITIL 4 specifies that offboarding activities should ensure that all financial and contractual obligations are settled before the service is fully retired. This includes resolving any outstanding payments, finalizing documentation, and ensuring a smooth transition for ongoing services.


NEW QUESTION # 23
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