ITIL ITIL-DSV Questions and Answers Guarantee you Oass the Test Easily [Q49-Q73]

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ITIL ITIL-DSV Questions and Answers Guarantee you Oass the Test Easily

Share Latest ITIL-DSV DUMP with 82 Questions and Answers

ITIL ITIL-DSV Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Realizing Value Throughout the Journey	13%	– Value tracking – Onboarding and offboarding – Service readiness and availability
Topic 2: Knowing How to Generate Value	13%	– Risk and cost considerations – Service consumption and usage – Non-use value
Topic 3: Building Stakeholder Relationships	9%	– Relationship lifecycle – Supplier and partner relationships – Stakeholder communication
Topic 4: Customer Value	13%	– Value co-creation concepts – Value propositions – Customer value dimensions
Topic 5: Ensuring Appropriate Access	13%	– Equity of service provision – Barriers to access – Service accessibility
Topic 6: Customer Journey Mapping	13%	– Mapping the customer journey – Touchpoints and channels – Purpose and value of customer journey mapping
Topic 7: Customer Experience (CX)	13%	– Customer experience design principles – CX metrics and key performance indicators (KPIs) – Customer experience culture
Topic 8: Measuring and Monitoring Value	13%	– Service pricing and charging models – Customer satisfaction measurement – Value measurement methods

NEW QUESTION 49
A service provider is onboarding a large customer with a complex user base. It is advised that the service provider manages this as a:

Programme

Project

Emergency Change

Normal Change

NEW QUESTION 50
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?

Work with the users to establish a set of requirements and involve the customer in clarifying and agreeing the requirements

Work with the customer to identify the requirements for utility and warranty and inform the users of what has been agreed

Hold a workshop with the customer to develop a solution for the document storage service and obtain their agreement before starting development

Arrange a number of workshops with the users to identify a set of requirements and obtain theiragreement before commencing development

NEW QUESTION 51
A service provider is selecting a supplier to support the service provider’s activities in a niche segment of the services its delivering.
What will be important to start a successful cooperation?

Establish trust-based service level agreements to improve the speed of delivery.

Organize daily stand-ups and demos to bring together the supplier and customer.

Warranty-based service level agreements are respected by all parties.

Organize open communication with all stakeholders on the aligned goals to achieve.

NEW QUESTION 52
Which charging mechanism could cause the price of a service to change depending on the time of day?

Differential charging

Cost

Cost plus

Market price

NEW QUESTION 53
Which statement about the reporting of service outcomes and performance is CORRECT?

Return on investment (ROI) should be mapped to customer outcomes

Customer satisfaction feedback should be mapped to service provider outcomes

IT component scorecards should be mapped to service provider outcomes

Service performance metrics should be mapped to customer outcomes

NEW QUESTION 54
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?

Service request management

Service desk

Service level management

Service catalogue management

NEW QUESTION 55
Which activity describes user-centered service design?

Using value stream mapping to identify a set of user requirements

Building a prototype of the minimum functionality that can be produced quickly

Balancing user experience with the technical and business requirements

Applying the MoSCoW technique to a set of user requirements

NEW QUESTION 56
A service provider encourages their users to form a user support commun What is a potential benefit to the service provider?

The reduction in demand for support from the service provider

The creation of groups that can be used to provision services

Reduced collaboration between user organizations

Improved collaboration within the service provider organization

NEW QUESTION 57
Which is a technique for identifying customers that have common demands?

Market segmentation

PESTLE

Continual improvement model

SWOT analysis

NEW QUESTION 58
A service provider is receiving complaints from the users about the migration to a new service. The users are finding difficult to identify and use features of the migrated service. What would have helped to prevent this?

An e-learning course describing migration of service should be easily available to the users.

All changes should be assessed and prioritized.

The users should be marked as an important stakeholder in the stakeholder map.

The outcomes should be part of the service level agreement.

NEW QUESTION 59
A service provider is failing its service level targets on a monthly basis. The resolution time of priority 1 incidents is breached frequently.
As the Incident Manager for the service provider, which action will you take?

Improve the triage step to guide priority 1 incidents to specialised groups.

Shift all service desk employees to the priority 1 incidents when they happen.

Add additional staff to the service desk team.

Remove the triage step as this slows down the incident resolution.

NEW QUESTION 60
The IT Manager of an organization is drafting the business case to move to the public cloud. The IT Manager seeks your advice to understand the approach that can be considered. What is the best approach that you will suggest?

Put continual improvement at the center of this initiative and use all the ITIL guiding principles.

Draw up a customer journey map of all different types of customers to understand the value the service brings.

Organize an onboarding workshop with all stakeholders early in the process, this will increase the customer’s engagement.

Map out the SWOT analysis and perform a risk analysis to understand which services are ready to be migrated to the public cloud.

NEW QUESTION 61
An organization is selecting a service to develop strategic services. As you are leading the selection process, what would NOT be one of the factors that you will explore?

The concern for common goals

The need to improve over time

The ability to produce results

The ability to perform as expected

NEW QUESTION 62
A service provider is launching a new service. What is an appropriate method to encourage the demand for this service?

Introduce a freeze period before the deadline.

Add a cancellation fee to the order.

Set an early-bird price.

Increase the overall price of the service.

NEW QUESTION 63
In the context of the ‘five principles of service design thinking’, which principle includes combining touchpoints and interactions into service moments?

Sequencing

Evidencing

Co-creative

User-centered

NEW QUESTION 64
Resource constraints have slowed an organization’s efforts to expand into new markets.
Which practice would recommend eliminating products and services that are not enabling value, so that the required resources can be made available?

Service level management

Business analysis

Service catalogue management

Portfolio management

NEW QUESTION 65
Different types of service relationships require different approaches to assessing mutual readiness. Which of the following statements is CORRECT?

Readiness to change is crucial for a basic relationship

Readiness to collaborate is crucial for a partnership relationship

Assessment of capability, maturity and past performance is crucial for a partnership relationship

Readiness to collaborate is crucial for a basic relationship

NEW QUESTION 66
What is a challenge when onboarding individual consumers?

Handling a large number of service consumers with different skills

Ensuring the sponsor agrees the level of service that the consumer receives

Returning consumer equipment and cancelling user rights

Identifying and documenting service requirements

NEW QUESTION 67
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?

Business analysis

PESTLE analysis

Stakeholder analysis

Four dimensions assessment

NEW QUESTION 68
A potential customer is having trouble agreeing on the level of service it requires. What is the best approach to consider to come to an agreement?

Involve service level management to align the service level to the customer’s objectives.

Involve the legal department as the agreement should be clear and unambiguous.

Involve senior management to influence the customer to sign the contract.

Involve the project team to explain the service into detail to the customer.

NEW QUESTION 69
A hotel organization launched an app to enable their customers to customize their menu during their stay.
What is this an example of?

Wants

Emotions

Needs

Stereotype

NEW QUESTION 70
A service provider is collecting requirements for a cloud-based document storage service. Which is an example of a utility requirement for this service?

The service will display a list of items uploaded by the user

Menu pages will update in less than 5 seconds

The service will be available for 24 hours every day

The service will allow each user 100GB of storage space

NEW QUESTION 71
A service provider has built a ‘cooperative relationship’ with a customer.
Which activity are they MOST LIKELY to use to validate the services that are provided?

Review of costs of service provider technology upgrades

Joint service reviews of achievements of service targets

Continual tracking and analysis of the outcomes, costs, and risks

Ad-hoc joint service reviews of costs and benefits

NEW QUESTION 72
After onboarding, the customers can access the service provider’s mobile network. What is this an example of?

Provision of access to resources

Interaction with operant service provider resources

Joint Service actions

Transfer of goods

NEW QUESTION 73
While engaging with a new customer, a service provider should consider which of the following considerations FIRST?

How can we provide feedback to the service provider.

Which decisions and actions should involve the service provider.