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ITIL ITIL-DSV Exam Syllabus Topics:

Topic
Details

Topic 1

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 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

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 4

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 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

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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ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Sample Questions (Q44-Q49):

NEW QUESTION # 44
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 focuses on achieving outcomes
B. It represents a pre-determined path
C. It involves optimizing touchpoints
D. It reflects an overall perception

Answer: D

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 # 45
Resource constraints have slowed an organization's efforts to expand into new markets.
Which practice would recommend eliminating products and services that are not enabling value, so that the required resources can be made available?

A. Service catalogue management
B. Business analysis
C. Service level management
D. Portfolio management

Answer: D

Explanation:
The practice that would recommend eliminating products and services that are not enabling value to free up resources is "Portfolio management." ITIL 4 identifies portfolio management as the practice responsible for managing the service portfolio to ensure that the organization can effectively allocate resources to the most valuable services. This practice helps in making strategic decisions about which services to continue, improve, or retire, thus optimizing resource allocation.

NEW QUESTION # 46
Different types of service relationships require different approaches to assessing mutual readiness. Which of the following statements is CORRECT?

A. Assessment of capability, maturity and past performance is crucial for a partnership relationship
B. Readiness to change is crucial for a basic relationship
C. Readiness to collaborate is crucial for a partnership relationship
D. Readiness to collaborate is crucial for a basic relationship

Answer: A

Explanation:
The correct statement is "Assessment of capability, maturity, and past performance is crucial for a partnership relationship." ITIL 4 highlights that in partnership relationships, it is important to assess not just readiness but also the capabilities, maturity, and past performance of both parties. This ensures that the partnership can achieve its objectives and that both parties are aligned in terms of skills and expectations.

NEW QUESTION # 47
An organization just added a voice assistant on its vacuum cleaners.
The marketing team is preparing the launch of the appliance. What is the correct approach they should consider?

A. Consider sparking the customer's interest and focus on the benefits of the voice assistant.
B. Consider setting up a peer-to-peer support programme on your website to grow the community organically.
C. Consider reducing the prices to reach a bigger customer base.
D. Consider increasing the warranty and a service contract for maintenance in the future.

Answer: A

Explanation:
When launching a new product feature, such as a voice assistant on vacuum cleaners, it is crucial to focus on how this feature enhances the customer experience and the specific benefits it brings. In this case, sparking the customer's interest and focusing on the benefits of the voice assistant aligns with the ITIL 4 principle of" Focus on Value,"which involves understanding what customers value and clearly communicating the benefits they will receive from the service.
Marketing efforts should be geared towards illustrating how the voice assistant improves convenience, efficiency, and overall user satisfaction. This approach is part of theEngageactivity within the Service Value Chain, which emphasizes understanding and meeting customer needs through effective communication and marketing strategies.
By focusing on the benefits, the marketing team can generate excitement and demand for the new feature, ensuring a successful product launch and enhancing customer loyalty.

NEW QUESTION # 48
A service provider wants to use a technology-generated approach for updating a software application installed on the mobile devices of the service users. Which is the MOST APPROPRIATE method?

A. Instructing users to take their device to the service desk team when convenient
B. Using a self-service portal for the user to request the service desk to provide the update
C. Instructing the service desk to contact users when updates are available, and guiding them through the update procedure
D. Using a push method to check the user's device each time it is connected

Answer: D

Explanation:
The most appropriate method for updating a software application installed on mobile devices is "Using a push method to check the user's device each time it is connected." ITIL 4 recommends automated and seamless methods for delivering updates to users, particularly in situations where the user may not have the expertise or time to manage updates themselves. A push method ensures that updates are delivered efficiently without requiring user intervention, improving the overall user experience and maintaining service continuity.

NEW QUESTION # 49
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