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ITIL ITIL-DSV Exam Syllabus Topics:

Topic	Details
Topic 1	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 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	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 5	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 6	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 7	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.

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ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Sample Questions (Q47-Q52):

NEW QUESTION # 47
An organization provides an online portal that its employees can use to learn about and request standard services. Which practice would ensure that users can easily find information on the portal and that the information is kept up-to-date?

A. Service request management
B. Service desk
C. Service level management
D. Service catalogue management

Answer: D

Explanation:
The practice that ensures users can easily find information on the portal and that the information is kept up-to- date is "Service catalogue management." ITIL 4 highlights that service catalogue management is responsible for ensuring that accurate and up-to-date information about services is available to users, making it easier for them to find and request services through an online portal.

NEW QUESTION # 48
Which of the following is an advantage of a user community?

A. Super users are always available to help out users.
B. Demand for user support decreases from the service provider.
C. Peer support will reduce the risk of privacy violations.
D. A user community does not require any interference from the service provider.

Answer: B

Explanation:
In the context of ITIL 4 and the "Drive Stakeholder Value" module, the concept of a user community is directly linked to the idea of peer support and self-service. User communities enable users to assist one another, which can effectively reduce the direct demand for support from the service provider. This aligns with the ITIL 4 guiding principle of "Collaborate and Promote Visibility," where engaging users through communities can lead to more efficient support processes and reduce the overall workload on the service provider.
* Option A (Incorrect):While super users might be available to help out, this isn't the core advantage of a user community in an ITIL 4 context. The key benefit lies in reducing the support demand on the provider, not merely the presence of super users.
* Option B (Incorrect):Peer support might help with issues resolution but does not inherently reduce the risk of privacy violations. Privacy concerns are managed through governance and security measures, not primarily through peer support.
* Option C (Correct):This is the correct answer. A well-functioning user community encourages users to help each other, which can significantly reduce the number of support requests that reach the service provider. This is in line with the ITIL 4 emphasis on leveraging community engagement to improve service efficiency.
* Option D (Incorrect):A user community still requires some level of management or facilitation from the service provider to ensure it is effective and aligns with organizational goals.
The reduction of demand on the service provider is a significant advantage, as it allows the provider to focus on more complex issues or service improvements rather than handling routine queries that the community can resolve.

NEW QUESTION # 49
A potential customer is having trouble agreeing on the level of service it requires. What is the best approach to consider to come to an agreement?

A. Involve the project team to explain the service into detail to the customer.
B. Involve the legal department as the agreement should be clear and unambiguous.
C. Involve senior management to influence the customer to sign the contract.
D. Involve service level management to align the service level to the customer's objectives.

Answer: D

Explanation:
When a potential customer struggles to agree on the required service level, the best approach is to involveService Level Management (SLM). The SLM practice is key in negotiating and aligning service levels with customer objectives and expectations, ensuring that the services delivered meet the customer's needs.
SLM works by understanding customer requirements and ensuring that the service levels are achievable and measurable. This practice also ensures that the agreed-upon service levels are documented and regularly reviewed to remain aligned with customer expectations.
Involving senior management (C) or the legal department (B) might pressure the customer but does not address the core issue of aligning the service level with the customer's actual needs. Similarly, involving the project team (D) to explain the service in detail might be useful for clarification but is secondary to aligning the service level agreements through SLM.

NEW QUESTION # 50
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. Minimum Viable Product
C. Weighted Job First
D. Establish Pull

Answer: B

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 # 51
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. Availability of the helpline during agreed hours
B. Customer satisfaction with the helpline
C. Number of customer queries processed correctly
D. Number of calls processed concurrently

Answer: B

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 # 52
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