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ITIL-DSV Dumps - ITIL-DSV Exam Preparation

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ITIL ITIL-DSV Exam Syllabus Topics:

Topic
Details

Topic 1

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 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

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 4

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 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

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.

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

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ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Sample Questions (Q70-Q75):

NEW QUESTION # 70
Which TWO are examples that can be handled as service requests?
1. A customer asks a service provider to design an app for staff to submit vacation requests
2. A staff member asks for a new barcode scanner from an internal IT department
3. A manager requires swift changes to user access rights for an employee
4. A service provider establishes a channel for users to submit emergency changes

A. 2 and 3
B. 1 and 2
C. 1 and 4
D. 3 and 4

Answer: A

Explanation:
The examples that can be handled as service requests are "A staff member asks for a new barcode scanner from an internal IT department" (2) and "A manager requires swift changes to user access rights for an employee" (3). According to ITIL 4, service requests are predefined and standard requests for services, which often include requests for hardware or changes in access rights. Both examples fit within the typical scope of service requests.

NEW QUESTION # 71
An investment bank has outsourced its customer care helpline. It is keen to introduce experience metrics into its Service Level Agreements (SLAs) with the service provider for the helpline. It has asked for a re- negotiation of the existing SLA.
Which is BEST example of an experience metric that can be included in the SLA?Which approach is being demonstrated by these examples?

A. Customer satisfaction with the helpline
B. Availability of the helpline during agreed hours
C. Number of calls processed concurrently
D. Number of customer queries processed correctly

Answer: A

Explanation:
The best example of an experience metric that can be included in the SLA is "Customer satisfaction with the helpline." ITIL 4 emphasizes that experience metrics focus on the end-user's perception of the service.
Customer satisfaction is a direct measure of how the service is perceived by the users, making it a valuable experience metric to include in the SLA for a customer care helpline.

NEW QUESTION # 72
Which marketing technique helps to understand the needs of consumers by tracking their behavior?

A. Market segmentation
B. Profiling
C. Value propositions
D. Brochures

Answer: B

Explanation:
The marketing technique that helps understand the needs of consumers by tracking their behavior is
"Profiling." ITIL 4 discusses profiling as a method to gain insights into consumer behaviors, preferences, and needs. This technique involves gathering data on consumer interactions and using it to tailor services and marketing efforts to better meet consumer demands.

NEW QUESTION # 73
Which is a technique for identifying customers that have common demands?

A. Market segmentation
B. Continual improvement model
C. PESTLE
D. SWOT analysis

Answer: A

Explanation:
"Market segmentation" is the technique for identifying customers that have common demands. ITIL 4 explains that market segmentation involves dividing a market into distinct groups of buyers who have different needs, characteristics, or behaviors, and who might require separate products or services. This technique allows service providers to tailor their offerings to specific segments more effectively.

NEW QUESTION # 74
An organization is considering outsourcing its data center. The Supplier Manager is analyzing the potential external service providers.
Which factor should NOT be considered by the Supplier Manager in the decision making process?

A. Geographic presence
B. Size of the organization
C. Patents filed year to date
D. Financial situation

Answer: C

Explanation:
In the context of ITIL 4 and supplier management, certain factors are critical when evaluating and selecting external service providers. These factors generally include the provider's geographic presence, financial situation, and size of the organization, all of which directly impact the ability of the provider to meet the organization's needs and maintain reliable service delivery.
* Geographic Presence:
* This factor is important because the location of a supplier can affect service delivery, especially in terms of logistics, compliance with local laws, and the ability to provide on-site support if necessary. Analyzing geographic presence helps ensure that the supplier can effectively meet regional service requirements.

NEW QUESTION # 75
......

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