The Best ITIL-DSV Valid Exam Tutorial | Professional ITIL-DSV Latest Exam Materials: ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV)

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ITIL ITIL-DSV Exam Syllabus Topics:

Topic	Details
Topic 1	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 2	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 3	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 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	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 (Q20-Q25):

NEW QUESTION # 20
While engaging with a new customer, a service provider should consider which of the following considerations FIRST?

A. Which decisions and actions should involve the service provider.
B. How can we provide feedback to the service provider.
C. What dependencies and risks should be considered when consuming the service.
D. What outcomes is the customer trying to realize.

Answer: D

Explanation:
When engaging with a new customer, a service provider should first consider "What outcomes is the customer trying to realize." This aligns with the ITIL 4 principle of focusing on value. Understanding the desired outcomes helps in tailoring the service offerings to meet the specific needs andexpectations of the customer, ensuring that the service provided is relevant and valuable. This approach is emphasized throughout the Drive Stakeholder Value module, where understanding and managing customer journeys, and co-creating value are key objectives.

NEW QUESTION # 21
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. Gather customer service performance metrics and map to SLAs
C. Gather customer experience and service level metrics
D. Use feedback from service reviews to assess value realization

Answer: C

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 # 22
Which activity describes user-centered service design?

A. Using value stream mapping to identify a set of user requirements
B. Applying the MoSCoW technique to a set of user requirements
C. Building a prototype of the minimum functionality that can be produced quickly
D. Balancing user experience with the technical and business requirements

Answer: D

Explanation:
User-centered service design is described by "Balancing user experience with the technical and business requirements." ITIL 4 emphasizes that user-centered design involves understanding the user's needs and expectations and ensuring that these are balanced with the technical feasibility and business goals. This approach ensures that the service is both user-friendly and aligned with the organization's objectives.

NEW QUESTION # 23
A service provider wants to track if a customer is emotionally satisfied with the service it is providing. Which metric would help the MOST?

A. Number of transactions where users used the interface help
B. Number and frequency of users errors
C. Customers churn rate
D. Average rating given by the users to the service

Answer: D

Explanation:
To track if customers are emotionally satisfied with the service, subjective feedback metrics that directly capture the user's feelings about the service experience are most effective.
* Average Rating:
* The average rating given by users to the service is a direct indicator of their emotional satisfaction. This metric reflects the users' overall sentiment and experience with the service, making it the most appropriate for gauging emotional satisfaction.

NEW QUESTION # 24
Which activity, carried out by both the service provider and the service consumer, enables service provision and consumption to start?

A. Assessing mutual readiness
B. Designing the customer journey
C. Onboarding
D. Building trust

Answer: C

Explanation:
The activity that enables service provision and consumption to start, carried out by both the service provider and the service consumer, is "Onboarding." ITIL 4 describes onboarding as the process ofintegrating the service consumer into the service environment, ensuring that they have the necessary knowledge, tools, and access to begin using the service effectively. Onboarding is crucial for establishing a strong foundation for the service relationship.

NEW QUESTION # 25
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The Best ITIL-DSV Valid Exam Tutorial | Professional ITIL-DSV Latest Exam Materials: ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV)

ITIL ITIL-DSV Exam Syllabus Topics:

Ace Exam Preparation with ITIL ITIL-DSV Real Questions

ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Sample Questions (Q20-Q25):

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