Free ITIL-DSV Questions for ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) ITIL-DSV Exam as PDF & Practice Test Engine

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?

Users often do not provide feedback because they do not believe it will be addressed. Which is the BEST method for encouraging users to submit feedback in this situation?

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

An organization provides an online portal that its employees can use to learn about and request standard services. Which practice would ensure that users can easily find information on the portal and that the information is kept up-to-date?

An investment bank has outsourced its customer care helpline. It is keen to introduce experience metrics into its Service Level Agreements (SLAs) with the service provider for the helpline. It has asked for a re- negotiation of the existing SLA.
Which is BEST example of an experience metric that can be included in the SLA?Which approach is being demonstrated by these examples?

An organization is encouraging its staff to work from home instead of the office. This has caused changes to how and when users access services.
Which aspect of 'managing demand and opportunities' would provide a better understanding of this situation?

An organization is using an out-of-the-box service from a large service provider. How does the service provider know about the organization's needs?

A service consumer has asked a commercial service provider to develop a new document storage service. The service consumer has a limited budget and the employees that will use the service have a long list of requirements. Which is the BEST approach for collecting the requirements?

An organization is negotiating and agreeing the service levels for a social media site.
Which is an example of a measure of utility that should be included in the service level agreement?