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Latest ITIL-DSV Exam Pattern | ITIL-DSV Test Dumps Free

New developments in the tech sector always bring new job opportunities. These new jobs have to be filled with the ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) (ITIL-DSV) certification holders. So to fill the space, you need to pass the ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) (ITIL-DSV) exam. Earning the ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) (ITIL-DSV) certification helps you clear the obstacles you face while working in the ITIL field. To get prepared for the ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) (ITIL-DSV) certification exam, applicants face a lot of trouble if the study material is not updated. They are using outdated materials resulting in failure and loss of money and time.

ITIL ITIL-DSV Exam Syllabus Topics:

Topic
Details

Topic 1

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 2

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 3

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 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

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 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

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.

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

NEW QUESTION # 11
An organization's customers have historically been satisfied with the functionality and performance of its services. Recently, however, the organization is getting complaints about both the performance of the services and areas, such as sales and customer support. How can the organization BEST collect the information needed to address these complaints?

A. Conduct satisfaction surveys after service interactions
B. Use feedback from service reviews to assess value realization
C. Gather customer service performance metrics and map to SLAs
D. Gather customer experience and service level metrics

Answer: D

Explanation:
The organization can best collect the information needed to address complaints by "Gathering customer experience and service level metrics." ITIL 4 highlights the importance of understanding both the technical performance (service level metrics) and the user's perception of the service (customer experience metrics).
This holistic approach provides comprehensive insights into the areas of concern, helping the organization address both performance and customer support issues.

NEW QUESTION # 12
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 catalogue management
B. Portfolio management
C. Business analysis
D. Service desk

Answer: C

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 # 13
New users are onboarding the service of the service provider.
You are asked to prepare the communication management strategy. Which stakeholders will be part of your plan?

A. Service Level Manager
B. Relationship Manager
C. Account Manager
D. Service Desk

Answer: D

Explanation:
When preparing a communication management strategy, especially during the onboarding of new users, it is crucial to include stakeholders who are directly responsible for maintaining and managing the relationship with the service users. The Relationship Manager is the most appropriate stakeholder in this context.
* Relationship Manager:
* The Relationship Manager is responsible for managing the relationship between the service provider and the service consumers. This role ensures that communication is effective and that the expectations and requirements of the users are understood and met. The Relationship Manager plays a key role in the communication strategy by facilitating dialogue between the service provider and users.

NEW QUESTION # 14
Which is a technique for identifying customers that have common demands?

A. Market segmentation
B. PESTLE
C. Continual improvement model
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 # 15
A service provider is selecting a supplier to support the service provider's activities in a niche segment of the services its delivering.
What will be important to start a successful cooperation?

A. Warranty-based service level agreements are respected by all parties.
B. Establish trust-based service level agreements to improve the speed of delivery.
C. Organize open communication with all stakeholders on the aligned goals to achieve.
D. Organize daily stand-ups and demos to bring together the supplier and customer.

Answer: C

Explanation:
In selecting a supplier to support a niche segment of services, establishing open communication with all stakeholders is critical for successful cooperation. This ensures that all parties are aligned on the goals and objectives, fostering a collaborative environment that is essential for the success of specialized services.
The ITIL 4Supplier Managementpractice emphasizes the importance of"Engage"and"Collaborate and Promote Visibility"principles, where clear and open communication is vital to building and maintaining strong relationships with suppliers. By aligning on goals, both the service provider and the supplier can ensure that their efforts are coordinated, leading to improved service delivery and mutual success.
Trust-based service level agreements (A) and warranty-based SLAs (C) are important, but they need to be built on a foundation of clear and open communication. Daily stand-ups and demos (B) are good practices for ongoing projects but may not address the broader need for alignment and open dialogue among all stakeholders.

NEW QUESTION # 16
......

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Keith Woods Keith Woods

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