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ITIL ITIL-DSV Exam Syllabus Topics:

Topic	Details
Topic 1	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 2	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 3	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 4	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.

ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Sample Questions (Q18-Q23):

NEW QUESTION # 18
Just minutes before the service desk operations close for the day, a user calls with an urgent request. What would be the BEST way to respond to the request?

A. Log a ticket and work on it during the agreed business hours.
B. Escalate to the second line team, the ticket remains within the service level agreement.
C. Assess the impact and decide to help the user even outside of the agreed business hours.
D. Listen and empathize with the user. Ask the user to call back during the agreed business hours.

Answer: C

Explanation:
In situations where a request is urgent, particularly just before the close of service desk operations, it is crucial to assess the impact of the request on the user's business or operations. If the impact is significant, providing assistance outside of the agreed business hours is justified. This approach reflects theITIL 4 guiding principlesof"Focus on Value"and"Collaborate and Promote Visibility." By assessing the impact first, the service provider ensures that resources are allocated effectively to situations that truly need immediate attention, thereby protecting the overall service value and maintaining high levels of customer satisfaction.
Logging the ticket and addressing it during business hours (A) may be appropriate for non-urgent issues, but in this scenario, it could negatively impact the user. Escalating to the second line team (B) is also viable but may not be necessary if the first line can handle the issue. Simply asking the user to call back during business hours (D) could harm the relationship with the user and does not align with the principle of ensuring user satisfaction.

NEW QUESTION # 19
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 experience and service level metrics
B. Conduct satisfaction surveys after service interactions
C. Use feedback from service reviews to assess value realization
D. Gather customer service performance metrics and map to SLAs

Answer: A

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 # 20
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 partnership relationship
B. Readiness to collaborate is crucial for a basic relationship
C. Assessment of capability, maturity and past performance is crucial for a partnership relationship
D. Readiness to change is crucial for a basic relationship

Answer: C

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 # 21
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?

A. Map out the SWOT analysis and perform a risk analysis to understand which services are ready to be migrated to the public cloud.
B. Draw up a customer journey map of all different types of customers to understand the value the service brings.
C. Put continual improvement at the center of this initiative and use all the ITIL guiding principles.
D. Organize an onboarding workshop with all stakeholders early in the process, this will increase the customer's engagement.

Answer: C

NEW QUESTION # 22
A user has logged an incident because their laptop is performing badly. This is potentially going to impact a big sale. The service level agreement says that the response should be within 8 hours, but the service desk agent recognizes that this is an exceptional situation and escalates the situationimmediately. The issue is resolved quickly and the user is delighted with the service. What is this an example of?

A. Moment of truth
B. Elevating capabilities
C. Design thinking
D. Smoothing demand

Answer: A

Explanation:
The situation described is an example of a "Moment of truth." In ITIL 4, a moment of truth occurs when a customer has a critical experience with the service provider, which can significantly influence their perception of the service. The prompt escalation and resolution of the incident beyond standard SLA requirements is a perfect example of exceeding customer expectations during such a critical moment.

NEW QUESTION # 23
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