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ITIL-DSV Dumps Cost - Valid ITIL-DSV Exam Cost

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ITIL ITIL-DSV Exam Syllabus Topics:

Topic
Details

Topic 1

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 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

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 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.

ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Sample Questions (Q61-Q66):

NEW QUESTION # 61
What is a challenge when onboarding individual consumers?

A. Ensuring the sponsor agrees the level of service that the consumer receives
B. Returning consumer equipment and cancelling user rights
C. Handling a large number of service consumers with different skills
D. Identifying and documenting service requirements

Answer: C

Explanation:
A challenge when onboarding individual consumers is "Handling a large number of service consumers with different skills." Onboarding individual consumers can be complex because it involves catering to diverse skill levels, expectations, and needs. ITIL 4 emphasizes the importance of customizing onboarding processes to suit the varied requirements of different users to ensure a smooth and successful integration of the service.

NEW QUESTION # 62
An organization is looking for a service provider to support the less critical services. How would you describe the needs of the organization?

A. Utility based requirements linked to the current service solution to reduce the impact during the digital transformation.
B. Measurable financial targets to optimize the value of the service and total cost of ownership.
C. Measurable outcomes and goals giving the service provider the opportunity to take ownership of the service it is providing.
D. Value-based value streams to be followed by the service provider with clear and measurable targets.

Answer: C

Explanation:
When an organization seeks a service provider for less critical services, it is essential to define clear, measurable outcomes and goals. This approach allows the service provider to take ownership of the service delivery, ensuring accountability and alignment with the organization's objectives.
* Option A (Incorrect):While financial targets are important, they are not the primary focus when dealing with less critical services where outcomes and ownership are more significant.
* Option B (Incorrect):Utility-based requirements focus more on the functionality of the service, which is less relevant for less critical services where outcomes are key.
* Option C (Correct):This is the correct answer. Defining measurable outcomes and goals allows the service provider to take ownership, which is crucial for maintaining service quality and ensuring that the service meets the organization's needs, especially for less critical services.
* Option D (Incorrect):Value-based value streams are important, but the key here is the ownership and measurable outcomes, which directly tie into the service provider's ability to manage the service effectively.

NEW QUESTION # 63
An organization is considering outsourcing its data center. The Supplier Manager is analyzing the potential external service providers.
Which factor should NOT be considered by the Supplier Manager in the decision making process?

A. Patents filed year to date
B. Geographic presence
C. Financial situation
D. Size of the organization

Answer: A

Explanation:
In the context of ITIL 4 and supplier management, certain factors are critical when evaluating and selecting external service providers. These factors generally include the provider's geographic presence, financial situation, and size of the organization, all of which directly impact the ability of the provider to meet the organization's needs and maintain reliable service delivery.
* Geographic Presence:
* This factor is important because the location of a supplier can affect service delivery, especially in terms of logistics, compliance with local laws, and the ability to provide on-site support if necessary. Analyzing geographic presence helps ensure that the supplier can effectively meet regional service requirements.

NEW QUESTION # 64
An organization is evaluating the advantages and disadvantages of replacing its legacy information systems with cloud-based services as a part of its strategic plan. The market is extremely competitive, so the organization wants to ensure that all factors are considered.
Which technique would allow this organization to BEST understand the external factors that could influence this decision?

A. Business analysis
B. Stakeholder analysis
C. Four dimensions assessment
D. PESTLE analysis

Answer: D

Explanation:
The technique that would best help the organization understand the external factors influencing the decision to replace legacy systems with cloud-based services is "PESTLE analysis." ITIL 4 suggests PESTLE (Political, Economic, Social, Technological, Legal, and Environmental) analysis as a comprehensive framework for understanding external factors that can impact strategic decisions. Thisanalysis provides a thorough evaluation of the external environment, helping the organization make informed decisions.

NEW QUESTION # 65
Users contacting an organization's service desk team often complain that they are required to repeat information when communicating with different individuals and systems within the organization. Specialists that work with the service desk team also complain that they frequently do not get the information needed to handle user queries. What would resolve these issues for all stakeholders?

A. Providing multichannel support
B. Establishing omnichannel communications
C. Automating the logging of user emails
D. Providing a self-service portal

Answer: B

Explanation:
The issue of users having to repeat information and specialists not receiving the necessary information can be resolved by "Establishing omnichannel communications." ITIL 4 explains that omnichannel communication allows all interaction channels (such as phone, email, chat, etc.) to be integrated so that information is consistently shared and accessible across all platforms. This ensures that users do not have to repeat themselves and that specialists have access to the full context of the user's interactions.

NEW QUESTION # 66
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