A customer is retiring a service and has terminated the contract for the service with the service provider. The service provider will continue to deliver other services to the customer.Which activity should the service provider include in the plans to offboard the service?

Identifying and making requests for outstanding payments for the service

Providing information to users about how to contact the service desk

Creating training schedules for users on how to use the service

Identifying and making requests for outstanding payments for the service

A service provider has received information from market analysis which shows that there is strong demand for one of its products in countries in which it does not usually operate. Which activity should the service provider perform now?

Understand and influence the behaviour of different user profiles

Handle improvement opportunities in a professional manner

Produce a cost model that considers all the resources needed

Evaluate pricing mechanisms to ensure they drive the desired behaviour

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?

It reflects an overall perception

It involves optimizing touchpoints

It focuses on achieving outcomes

It represents a pre-determined path

An internal IT service provider does not have all the skills needed to create and deliver a new service, but could develop them with enough time. There are many external service providers who can provide this service. Which approach should the organization follow to decide if they should use the internal service provider or to source the service externally?

Start by reviewing organizational policies for sourcing services, then identify the most important criteria for selecting a service provider, and use a 'decision matrix' to compare service providers

Start by understanding the cost of procuring the service internally and externally, then ask internal and external service providers to complete a 'request for quotation1 documenting their preferred solution

Start by asking the internal service provider to develop the required skills, then use these newly developed skills to create and deliver the new service internally

Start by analysing and documenting the detailed service requirements, then ask external service providers to respond to a 'request for information1 documenting how they would deliver to these requirements

A service provider has a hard time receiving user's feedback.Which of the following is NOT an appropriate solution to improve the situation?

Share the user's feedback on social media.

Add social media channels to monitor and provide fast feedback.

Respond to all feedback individually.

Share the user's feedback on social media.

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?

Customer satisfaction with the helpline

Availability of the helpline during agreed hours

Number of customer queries processed correctly

Number of calls processed concurrently

Customer satisfaction with the helpline

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?

Gather customer experience and service level metrics

Use feedback from service reviews to assess value realization

Conduct satisfaction surveys after service interactions

Gather customer service performance metrics and map to SLAs

Gather customer experience and service level metrics

An organization has signed a contract to outsource its service desk function to a supplier. The organization wants to ensure that its customers and users will receive a seamless support service. Which activity would MOST help the organization at this stage?

Integrating supplier activities into organization's value streams

Creating criteria to use when shortlisting suppliers

Integrating supplier activities into organization's value streams

Defining strategy and principles for sourcing of resources

Improving the effectiveness of contract renewal

An organization is rebranding and renovating its branches. As part of the renovation, the physical network cabling is to be upgraded.You are responsible to manage the supplier. How will you engage with the cabling provider?

Invite the provider as part of the project board.

Forecast the required demand and planning to the provider.

Focus on the value the cables are delivering to the bank and praise them for it.

Create user accounts for the provider during the onboarding stage.

Invite the provider as part of the project board.

Which of the following is an advantage of a user community?

Demand for user support decreases from the service provider.

Super users are always available to help out users.

Peer support will reduce the risk of privacy violations.

Demand for user support decreases from the service provider.

A user community does not require any interference from the service provider.

In consideration to the complaints of long waiting times, an organization wants to improve its service desk. Which is the most appropriate action that the Service Desk Manager should consider?

Investigate when the users are calling the service desk.

Merge the service desk and the engineering team to handle calls faster.

Modify the Service Level Agreement to allow longer waiting times.

Increase the number of service desk employees.

An organization will navigate through a digital transformation. What would help the service provider to maintain a good relationship during this time of organizational change?

Carry out customer satisfaction surveys regularly and take action on the results.

Lower the billing margin during the transformation period.

Increase the service levels during the transformation period.

Guarantee all downtimes will be solved within the agreed targets.

An organization is looking for a service provider to support the less critical services. How would you describe the needs of the organization?

Measurable outcomes and goals giving the service provider the opportunity to take ownership of the service it is providing.

Measurable financial targets to optimize the value of the service and total cost of ownership.

Utility based requirements linked to the current service solution to reduce the impact during the digital transformation.

Measurable outcomes and goals giving the service provider the opportunity to take ownership of the service it is providing.

Value-based value streams to be followed by the service provider with clear and measurable targets.

An organization's business-critical service is experiencing frequent downtimes and slow performances. What do you suggest to improve the situation?

Coordinate with the business to understand how the services are aligned to the business goals.

Improve the recovery time object of the critical services to minimize the impact on the service value.

Coordinate with the business to understand how the services are aligned to the business goals.

Scale up the underlying infrastructure to increase the resilience of the service.

Match the usage of the services to the downtimes and propose actions to spread the demand.

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?

Understanding the customer purposes, issues, and needs.

Display the proof of the capabilities to deliver your products consistently.

Display solutions implemented at other customers within the same industry.

Understanding the customer purposes, issues, and needs.

Understanding the utility and warranty requirements to create the most value for the customers.

A moment of truth is best described as:

A key touchpoint in which the user changes its impression of the service.

The moment the agreement is signed as part of the offer phase.

The renewal of the contract when a deadline has been set.

A key touchpoint in which the user changes its impression of the service.

The moment when mutual readiness is assessed.

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.

Increase the overall price of the service.

A service provider has chosen a shift-left approach to deliver new services to its users. This approach has been challenging for some users. What could be the reason?

Users do not have sufficient skills to use the new tools.

No formal records under service provider's control.

Service can have privacy concerns for the users.

Service has limited scalability.

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.

A service provider wants to track if a customer is emotionally satisfied with the service it is providing. Which metric would help the MOST?

Average rating given by the users to the service

Number and frequency of users errors

Average rating given by the users to the service

Number of transactions where users used the interface help

An organization is identifying the needs for a new service. To ensure that the service is going to be fit for purpose, the organization has defined some requirements.Which of the following is the best way to specify the requirements?

The service should be available 24/7, 99,99% of the time.

Not more than 15 minutes of data can be lost.

The service should be available 24/7, 99,99% of the time.

The data should be kept recorded for 10 years.

The service should combine the data from different sources.

What of the following is NOT an example of a service value driver?

Automatically renewing the contract with the service provider

Resetting the PIN code for the user

Automatically renewing the contract with the service provider

Access to the mobile network of a service provider

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.

A service provider is off-boarding a user. Which of the following actions is recommended?

Communicate to all stakeholders.

Ensure that all invoices are being paid.

An organization is changing its training approach to shift the focus from product centric to the needs of the users. What of the following ITIL guiding principles is considered in this case?

Progress iteratively with feedback

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

A service provider is losing its customers at a rapid pace. The Service Manager wants to understand the reason and asks to draw out the customer journey for this. Why is this a good idea?

The service provider will be able to identify and understand specific customer's behavior and outcomes.

The service provider will be able to get optimal value out of the service it is delivering.

The customer's risks will be removed when using the service.

The service provider will be able to identify and understand specific customer's behavior and outcomes.

The customer will have cheaper services because of the customer journey.

ITIL ITIL-DSV Practice Test 1 - Free Online Exam Prep & Questions

Question 1 / 40

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

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