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ITIL-DSV: ITIL 4 Specialist: Drive Stakeholder Value
Exam Number: ITIL-DSV
Exam Name: ITIL 4 Specialist: Drive Stakeholder Value
Length of test: 90 mins
Exam Format: Multiple-choice questions.
Exam Language: English
Number of questions in the actual exam: 40 questions
Passing Score: 70% (28 out of 40 correct answers)
Topics Covered:
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Customer Journey: Understanding the stages of the customer journey and how to engage customers at each stage.
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Stakeholder Engagement: Identifying, categorizing, and prioritizing stakeholders.
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Service Design: Designing services that meet customer needs and expectations.
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Value Co-Creation: Collaborating with stakeholders to co-create value.
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Service Value Chain: Understanding the activities and how they interconnect within the service value chain.
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Continuous Improvement: Applying continuous improvement principles to enhance service delivery.
This study guide should help you understand what to expect on the ITIL-DSV exam and includes a summary of the topics the exam might cover and links to additional resources. The information and materials in this document should help you focus your studies as you prepare for the exam.
Related questions
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?
In a 'cooperative relationship,' the activity most likely to validate the services provided is 'Joint service reviews of achievements of service targets.' ITIL 4 suggests that cooperative relationships involve regular and collaborative reviews of service performance against agreed targets. This joint approach helps in aligning the service outcomes with the customer's expectations and fostering a cooperative spirit.
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?
The best example of an experience metric that can be included in the SLA is 'Customer satisfaction with the helpline.' ITIL 4 emphasizes that experience metrics focus on the end-user's perception of the service. Customer satisfaction is a direct measure of how the service is perceived by the users, making it a valuable experience metric to include in the SLA for a customer care helpline.
Which is a technique for identifying customers that have common demands?
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Different types of service relationships require different approaches to assessing mutual readiness. Which of the following statements is CORRECT?
A service provider is onboarding new users. To ensure that the user is allowed to access the service, it requires a copy of the user's ID.
What is this an example of?
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?
An organization is aiming to develop a partnership relationship with their service consumers. One of the objectives is to increase the level of trust and customers' satisfaction by establishing a service mindset across the organization. Which initiative is the BEST way to achieve it?
A moment of truth is best described as:
After drawing the service value streams, some bottlenecks are apparent. To improve this, an organization will make use of:
Which activity describes user-centered service design?
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