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

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?

• Security restrictions
• User enabling requirements
• Role based access management
• Multi-factor Authentication

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 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 evaluating the advantages and disadvantages of replacing its legacy information systems withcloud-based services as a part of its strategic plan. The market is extremely competitive, so the organization wants toensure that all factors are considered.Which technique would allow this organization to BEST understand the external factors that could influence thisdecision?

• Business analysis
• PESTLE analysis
• Stakeholder analysis
• Four dimensions assessment

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?

• 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

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

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 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?

• 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

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

• 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

Customers who love to eat organic food are an example of which category?

• Behavioural market category
• Geographic market category
• Psychographic market category
• Demographic market category

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