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ITIL ITIL-DSV Exam Syllabus Topics:

Topic	Details
Topic 1	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 2	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 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	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 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.
Topic 6	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 7	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.

 

ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Sample Questions (Q24-Q29):

NEW QUESTION # 24
A service provider is launching a new service. What is an appropriate method to encourage the demand for this service?

• A. Increase the overall price of the service.
• B. Set an early-bird price.
• C. Introduce a freeze period before the deadline.
• D. Add a cancellation fee to the order.

Answer: B

Explanation:
to create incentives that encourage early adoption and generate demand. An early-bird pricing strategy is particularly effective in this context.
* Early-Bird Price:
* Setting an early-bird price provides a discount or special pricing for those who sign up or purchase the service early. This strategy creates a sense of urgency and encourages early adoption, which can help in gaining initial traction for the service.

 

NEW QUESTION # 25
A service provider is collecting requirements for a cloud-based document storage service. Which is an example of a utility requirement for this service?

• A. The service will be available for 24 hours every day
• B. The service will display a list of items uploaded by the user
• C. The service will allow each user 100GB of storage space
• D. Menu pages will update in less than 5 seconds

Answer: C

Explanation:
An example of a utility requirement for a cloud-based document storage service is "The service will allow each user 100GB of storage space." ITIL 4 defines utility as the functionality of a service that meets user needs. In this case, the amount of storage space provided is a key functional requirement that determines the utility of the service for its users.

 

NEW QUESTION # 26
Which statement about the end-to-end customer journey is CORRECT?Which approach would be BEST aligned to the 'design thinking' methodology at this initial 'empathy' stage?

• A. It involves optimizing touchpoints
• B. It reflects an overall perception
• C. It represents a pre-determined path
• D. It focuses on achieving outcomes

Answer: B

Explanation:
The correct statement about the end-to-end customer journey is that "It reflects an overall perception." ITIL 4 explains that the customer journey encompasses the entire experience a customer has with a service provider, from initial contact to final service delivery and beyond. It is about the overall perception and experience rather than just optimizing individual touchpoints.

 

NEW QUESTION # 27
A start-up wants to launch a new service. As funding is limited, which of the following is the best technique that they can use?

• A. User Story Mapping
• B. Establish Pull
• C. Weighted Job First
• D. Minimum Viable Product

Answer: D

Explanation:
For a start-up with limited funding, the focus should be on launching a new service quickly while minimizing costs and risks. The Minimum Viable Product (MVP) approach is ideally suited for this purpose.
* Minimum Viable Product (MVP):
* MVP is a product development strategy where a new product is developed with sufficient features to satisfy early adopters. The final, complete set of features is only designed and developed after considering feedback from the product's initial users. This approach minimizes the risk and investment required by enabling the organization to test the market with a basic version of the product.

 

NEW QUESTION # 28
Users often do not provide feedback because they do not believe it will be addressed. Which is the BEST method for encouraging users to submit feedback in this situation?

• A. Having regular face-to-face feedback sessions with users
• B. Automating responses to all users' feedback
• C. Providing information about users' feedback to customers
• D. Making feedback processing visible for everyone

Answer: D

Explanation:
The best method for encouraging users to submit feedback when they do not believe it will be addressed is
"Making feedback processing visible for everyone." ITIL 4 stresses the importance of transparency in service management. By making the process of handling feedback visible, users can see that their input is taken seriously and acted upon, which can significantly increase their willingness to provide feedback.

 

NEW QUESTION # 29
......

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