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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	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 3	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 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	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 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	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.

ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Sample Questions (Q22-Q27):

NEW QUESTION # 22
Which is a technique for identifying customers that have common demands?

A. SWOT analysis
B. Market segmentation
C. Continual improvement model
D. PESTLE

Answer: B

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 # 23
Different types of service relationships require different approaches to assessing mutual readiness. Which of the following statements is CORRECT?

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

Answer: B

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 # 24
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. Gather customer service performance metrics and map to SLAs
B. Use feedback from service reviews to assess value realization
C. Gather customer experience and service level metrics
D. Conduct satisfaction surveys after service interactions

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 # 25
An organization's business-critical service is experiencing frequent downtimes and slow performances. What do you suggest to improve the situation?

A. Coordinate with the business to understand how the services are aligned to the business goals.
B. Scale up the underlying infrastructure to increase the resilience of the service.
C. Match the usage of the services to the downtimes and propose actions to spread the demand.
D. Improve the recovery time object of the critical services to minimize the impact on the service value.

Answer: A

Explanation:
When an organization's business-critical service is experiencing frequent downtimes and slow performances, the best approach according to ITIL 4's "Drive Stakeholder Value" is to coordinate with the business to ensure that the services are properly aligned with business goals. This ensures that any technical improvements or strategic adjustments directly support the business's objectives.
* Option A (Incorrect):Improving the recovery time objective (RTO) is important but may not address the root cause of the frequent downtimes and slow performance.
* Option B (Correct):Coordinating with the business to understand alignment is crucial. By ensuring that the services align with business goals, you can prioritize the most impactful improvements and ensure that technical adjustments meet strategic needs.
* Option C (Incorrect):Scaling up infrastructure may help with resilience, but without understanding the business alignment, this might not be the most efficient or necessary solution.
* Option D (Incorrect):Matching usage to downtimes might mitigate some issues but does not address the underlying causes of the performance problems.

NEW QUESTION # 26
Which activity describes user-centered service design?

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

Answer: B

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 # 27
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