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ITIL ITIL-DSV Exam Syllabus Topics:

Topic	Details
Topic 1	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 2	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 3	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 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	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.

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Pass Guaranteed Quiz 2025 ITIL ITIL-DSV: ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Perfect New Test Papers

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ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Sample Questions (Q60-Q65):

NEW QUESTION # 60
Which of the following is an advantage of a user community?

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

Answer: A

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 # 61
An organization is looking for a service provider to support them in their digital transformation. As part of the service provider, what would be the first focus of your interactions?

A. Understanding the utility and warranty requirements to create the most value for the customers.
B. Display solutions implemented at other customers within the same industry.
C. Understanding the customer purposes, issues, and needs.
D. Display the proof of the capabilities to deliver your products consistently.

Answer: C

Explanation:
In ITIL 4, particularly within the "Drive Stakeholder Value" framework, the first focus of interaction when supporting a customer in digital transformation should be to understand their purposes, issues, and needs. This aligns with the guiding principle of "Focus on Value," ensuring that the service provider's solutions are truly aligned with the customer's objectives and challenges.
* Option A (Incorrect):Displaying proof of capabilities is important but should follow a deep understanding of the customer's specific situation.
* Option B (Incorrect):While demonstrating solutions implemented for other customers can build trust, it should not be the first step. Customization to the specific customer's needs is more critical.
* Option C (Correct):This is the correct answer. Understanding the customer's specific purposes, issues, and needs is foundational to providing valuable and relevant services.
* Option D (Incorrect):Understanding utility and warranty is crucial, but it should come after understanding the broader business context and specific needs.

NEW QUESTION # 62
In the context of the 'five principles of service design thinking', which principle includes combining touchpoints and interactions into service moments?

A. Evidencing
B. User-centered
C. Sequencing
D. Co-creative

Answer: C

Explanation:
In the context of the 'five principles of service design thinking,' the principle that includes combining touchpoints and interactions into service moments is "Sequencing." ITIL 4 explains that sequencing involves arranging service interactions in a logical order to create meaningful and effective service moments, ensuring a cohesive and satisfying user experience.

NEW QUESTION # 63
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. Establishing omnichannel communications
B. Automating the logging of user emails
C. Providing a self-service portal
D. Providing multichannel support

Answer: A

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 # 64
What is an attribute of a strategic partnership?

A. The customer needs to be able to exit easily
B. Trust needs to be developed
C. Minimal information is shared
D. The relationship is driven by price

Answer: B

Explanation:
An attribute of a strategic partnership is that "Trust needs to be developed." ITIL 4 highlights that strategic partnerships are built on mutual trust and long-term collaboration rather than short-term, transactional relationships. Trust is essential for the sharing of knowledge, resources, and risks, which are critical elements in a strategic partnership.

NEW QUESTION # 65
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