An organization just added a voice assistant on its vacuum cleaners.The marketing team is preparing the launch of the appliance. What is the correct approach they should consider?

Consider sparking the customer's interest and focus on the benefits of the voice assistant.

Consider reducing the prices to reach a bigger customer base.

Consider increasing the warranty and a service contract for maintenance in the future.

Consider sparking the customer's interest and focus on the benefits of the voice assistant.

Consider setting up a peer-to-peer support programme on your website to grow the community organically.

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 ability to perform as expected

A service provider is setting up an agreement with an organization. As the user experience is important, it is added to the agreement. Which metric would you advise to be added to the agreement?

Maximum duration of an interruption

Number and frequency of returns to the previous stage

Maximum number of simultaneous downloads

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

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

A consumer organization is making significant changes to the technologies used by its employees, and is discussing those changes with its service provider.How can the service provider BEST demonstrate the capability to meet the needs of the consumer organization?

Ensure there are adequate knowledge and skills to support the customer's changes

Ensure there is adequate capacity to meet the increased demand of the changes

Be respectful of the consumer organization's decision to make these changes

Respond in a timely manner to the customer's enquiries

A service provider is launching a new service. The target market is users who have limited experience of using the internet and are unlikely to use social media.Which is the BEST method of providing user support?

Provide simple online support and contact numbers for the service desk

Use machine learning chatbots to anticipate the needs of the users and provide solutions

Implement a 'shift-left' approach to provide support and downloadable help articles

Use popular networking sites to promote and provide online user support

An organization has a culture that encourages people to hide their mistakes. This reduces opportunities to improve in many different areas.Which practice would MOST help to improve this situation and how?

Relationship management, by developing and communicating values and principles

Service level management, by including discussions of transparency in customer meetings

Relationship management, by developing and communicating values and principles

Service desk, by sharing more internal IT information with users

Supplier management, by encouraging more open communication with suppliers

A service provider wants to use a technology-generated approach for updating a software application installed on the mobile devices of the service users. Which is the MOST APPROPRIATE method?

Using a push method to check the user's device each time it is connected

Instructing users to take their device to the service desk team when convenient

Using a self-service portal for the user to request the service desk to provide the update

Instructing the service desk to contact users when updates are available, and guiding them through the update procedure

Using a push method to check the user's device each time it is connected

What is an attribute of a strategic partnership?

The relationship is driven by price

The customer needs to be able to exit easily

Which activity describes user-centered service design?

Balancing user experience with the technical and business requirements

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

Users contacting an organization's service desk team often complain that they are required to repeat information when communicating with different individuals and systems within the organization. Specialists that work with the service desk team also complain that they frequently do not get the information needed to handle user queries. What would resolve these issues for all stakeholders?

Establishing omnichannel communications

Automating the logging of user emails

Providing a self-service portal

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?

The service provider's marketing and business analysis teams consider generic market needs, instead of the needs of this specific organization

The service provider's business analysis team negotiates detailed requirements with the organization during the 'offer' stage of the relationship

The organization provides a request for proposal (RfP) to the service provider, so they can understand the needs, and design the service to meet these needs

The service provider's 'service level management' team negotiates detailed requirements with the organization during the 'co-create' stage of the relationship

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

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

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

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

Service performance metrics should be mapped to customer outcomes

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

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

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 their agreement before commencing development

Which is the BEST approach for a service consumer to use when they want to obtain services from a service provide?

Develop a list of needs focusing on what should be achieved

Ask the service provider to customize a solution to suit their requirements

Ensure that their detailed requirements are based on a previous legacy solution

Provide the service provider with a detailed list of requirements

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?

Analysing patterns of business activity

Introducing component capacity management

Introducing differential charging

Building a customer business case

Analysing patterns of business activity

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 allow each user 100GB of storage space

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

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?

Develop interpersonal skills and service empathy in all teams

Carry out a capability assessment and share the results with customers

Hire and develop good relationship managers

Establish and enforce detailed service level agreements

Develop interpersonal skills and service empathy in all teams

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?

Assess the impact and decide to help the user even outside of the agreed business hours.

Log a ticket and work on it during the agreed business hours.

Escalate to the second line team, the ticket remains within the service level agreement.

Assess the impact and decide to help the user even outside of the agreed business hours.

Listen and empathize with the user. Ask the user to call back during the agreed business hours.

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.

Which is an example of planning for value co-creation?

Agreeing with a customer the service desk team's response times for each method of user contact

Delivering training sessions to internal staff to make them aware of future product changes

Supporting naturally formed online user communities and groups

Agreeing with a customer the service desk team's response times for each method of user contact

Conducting an assessment of the service provider's 'change enablement' practice

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?

Making feedback processing visible for everyone

Providing information about users' feedback to customers

Having regular face-to-face feedback sessions with users

Making feedback processing visible for everyone

Automating responses to all users' feedback

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?

The number of photo formats supported for upload

The number of network failures per day

The number of photo formats supported for upload

The time taken to detect and report security breaches

The time taken for social media pages to refresh

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?

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

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.

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

What outcomes is the customer trying to realize.

How can we provide feedback to the service provider.

Which decisions and actions should involve the service provider.

What dependencies and risks should be considered when consuming the service.

What outcomes is the customer trying to realize.

ITIL ITIL-DSV Practice Test 2 - Free Online Exam Prep & Questions

Question 1 / 40

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.

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