Free ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) ITIL-DSV Exam Practice Test

What is an attribute of a strategic partnership?

• Trust needs to be developed
• Minimal information is shared
• The relationship is driven by price
• The customer needs to be able to exit easily

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

An organization is considering outsourcing its data center. The Supplier Manager is analyzing the potential externalservice providers.Which factor should NOT be considered by the Supplier Manager in the decision making process?

• Geographic presence
• Patents filed year to date
• Financial situation
• Size of the organization

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 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?

• 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

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 multichannel support
• Providing a self-service portal

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

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.

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

A moment of truth is best described as:

• 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.