Quiz ITIL-DSV ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Realistic Exam Outline

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ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Sample Questions (Q54-Q59):

NEW QUESTION # 54
Which is a technique for identifying customers that have common demands?

A. PESTLE
B. Continual improvement model
C. SWOT analysis
D. Market segmentation

Answer: D

Explanation:
"Market segmentation" is the technique for identifying customers that have common demands. ITIL 4 explains that market segmentation involves dividing a market into distinct groups of buyers who have different needs, characteristics, or behaviors, and who might require separate products or services. This technique allows service providers to tailor their offerings to specific segments more effectively.

NEW QUESTION # 55
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?

A. No formal records under service provider's control.
B. Users do not have sufficient skills to use the new tools.
C. Service has limited scalability.
D. Service can have privacy concerns for the users.

Answer: B

Explanation:
A shift-left approach in IT service management involves moving tasks traditionally performed by higher-level support to lower levels or even to the end-users themselves. This approach is designed to increase efficiency and reduce resolution times, but it can pose challenges if users are not adequately prepared.
* Shift-Left Challenges:
* The shift-left strategy requires users to take on more responsibility for resolving issues using tools or resources provided by the service provider. If users lack the necessary skills or knowledge to effectively use these tools, they may struggle, leading to frustration and reduced service satisfaction.

NEW QUESTION # 56
A service provider encourages their users to form a user support commun What is a potential benefit to the service provider?

A. The reduction in demand for support from the service provider
B. The creation of groups that can be used to provision services
C. Reduced collaboration between user organizations
D. Improved collaboration within the service provider organization

Answer: A

Explanation:
A potential benefit to the service provider when encouraging users to form a user support community is "The reduction in demand for support from the service provider." According to ITIL 4's Drive Stakeholder Value, fostering a user community can empower users to solve their issues independently, thereby reducing the need for direct support from the service provider. This not only improves efficiency but also enhances user satisfaction as they gain more control over their support experience.

NEW QUESTION # 57
What is an attribute of a strategic partnership?

A. The relationship is driven by price
B. Trust needs to be developed
C. The customer needs to be able to exit easily
D. Minimal information is shared

Answer: B

Explanation:
An attribute of a strategic partnership is that "Trust needs to be developed." ITIL 4 highlights that strategic partnerships are built on mutual trust and long-term collaboration rather than short-term, transactional relationships. Trust is essential for the sharing of knowledge, resources, and risks, which are critical elements in a strategic partnership.

NEW QUESTION # 58
An organization has signed a contract to outsource its service desk function to a supplier. Theorganization wants to ensure that its customers and users will receive a seamless support service. Which activity would MOST help the organization at this stage?

A. Defining strategy and principles for sourcing of resources
B. Creating criteria to use when shortlisting suppliers
C. Improving the effectiveness of contract renewal
D. Integrating supplier activities into organization's value streams

Answer: D

Explanation:
The activity that would most help the organization at this stage is "Integrating supplier activities into the organization's value streams." ITIL 4 emphasizes the importance of ensuring that outsourced services are seamlessly integrated into the organization's overall service delivery model. By aligning supplier activities with the organization's value streams, the organization can ensure that its customers and users receive consistent and seamless support services.

NEW QUESTION # 59
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