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ITIL ITIL-DSV Exam Syllabus Topics:

Topic	Details
Topic 1	Value Co-creation: In this module, IT service managers and business leaders will delve into the concept of value co-creation, learning how value is not merely delivered to customers but is also created collaboratively with them. The module highlights the significance of engaging customers as active partners in the service process.
Topic 2	Communication and Collaboration: In the final module, IT service managers and communication specialists will develop the skills needed to foster positive relationships with stakeholders through effective communication and collaboration.
Topic 3	Service Metrics and KPIs: In this module, IT service managers and performance analysts will learn how to define and utilize key performance indicators (KPIs) and metrics to measure, report, and enhance service performance.
Topic 4	Understanding Stakeholder Needs and Expectations: This module guides IT service managers and professionals in identifying, assessing, and prioritizing the needs and expectations of diverse stakeholders, including customers, employees, partners, and regulators.
Topic 5	Customer Journey Mapping: This module provides customer experience professionals and service designers with the tools to map the customer journey. It involves identifying critical touchpoints, pinpointing pain points, and discovering opportunities for enhancing the customer experience, leading to improved service outcomes.
Topic 6	Service Level Management: This module equips IT service managers and service level managers with the skills to establish, monitor, and report on service levels to ensure they meet stakeholder requirements and agreements.

ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Sample Questions (Q72-Q77):

NEW QUESTION # 72
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?

A. An e-learning course describing migration of service should be easily available to the users.
B. The outcomes should be part of the service level agreement.
C. All changes should be assessed and prioritized.
D. The users should be marked as an important stakeholder in the stakeholder map.

Answer: A

Explanation:
Providing an e-learning course on the migrated service would have significantly reduced user complaints by ensuring that they were well-informed about the new service features and how to use them effectively.
TheAwareness and Communicationstep within theChange Enablement practiceunder ITIL 4 stresses the importance of communicating changes to all relevant stakeholders and ensuring they have the necessary information and training to adapt to these changes.
The complaint in this scenario arises due to a lack of understanding and difficulty in using the new service.
By offering an e-learning course, the service provider would be following theITIL 4 guiding principle of
"Collaborate and Promote Visibility,"ensuring that users are informed and comfortable with the changes.
Moreover, theService DesignandTransitionstages emphasize the need to prepare users for new services, ensuring a smooth transition and minimizing resistance or confusion.
This solution aligns with ITIL 4's focus on improving user experience by providing adequate resources for learning and adaptation, which in turn enhances overall service quality and customer satisfaction.

NEW QUESTION # 73
Which is an example of planning for value co-creation?

A. Agreeing with a customer the service desk team's response times for each method of user contact
B. Delivering training sessions to internal staff to make them aware of future product changes
C. Supporting naturally formed online user communities and groups
D. Conducting an assessment of the service provider's 'change enablement' practice

Answer: A

Explanation:
An example of planning for value co-creation is "Agreeing with a customer the service desk team's response times for each method of user contact." ITIL 4 emphasizes the importance of co-creating value through collaboration and agreement on service expectations. By agreeing on specific response times, both the service provider and the customer are aligned on expectations, which is crucial for effective service delivery and value creation.

NEW QUESTION # 74
What of the following is NOT an example of a service value driver?

A. Resetting the PIN code for the user
B. Automatically renewing the contract with the service provider
C. Access to the mobile network of a service provider
D. A new cell phone for the user

Answer: B

Explanation:
A service value driver is a factor that directly contributes to the value a service provides to the consumer. It is typically something that enhances the user experience, improves efficiency, or reduces cost.
* Option A (Incorrect):Resetting a PIN code is a basic service action that directly impacts user experience and can be considered a service value driver.
* Option B (Incorrect):Providing a new cell phone is a tangible benefit that directly contributes to the service's value from the user's perspective.
* Option C (Correct):Automatically renewing a contract is not a direct service value driver. While it may be a convenience, it does not directly enhance the service's utility, performance, or user experience.
Instead, it is more of an administrative action.
* Option D (Incorrect):Access to the mobile network is a core aspect of the service and is directly tied to the value that users derive from the service.

NEW QUESTION # 75
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?

A. Organize an onboarding workshop with all stakeholders early in the process, this will increase the customer's engagement.
B. Map out the SWOT analysis and perform a risk analysis to understand which services are ready to be migrated to the public cloud.
C. Put continual improvement at the center of this initiative and use all the ITIL guiding principles.
D. Draw up a customer journey map of all different types of customers to understand the value the service brings.

Answer: C

NEW QUESTION # 76
Which statement about the reporting of service outcomes and performance is CORRECT?

A. IT component scorecards should be mapped to service provider outcomes
B. Customer satisfaction feedback should be mapped to service provider outcomes
C. Return on investment (ROI) should be mapped to customer outcomes
D. Service performance metrics should be mapped to customer outcomes

Answer: D

Explanation:
The correct statement about the reporting of service outcomes and performance is that "Service performance metrics should be mapped to customer outcomes." ITIL 4 emphasizes the importance of aligning service performance metrics with the outcomes that are valuable to the customer. This ensures that the service provider's reporting is focused on what matters most to the customer, thereby enhancing satisfaction and trust.

NEW QUESTION # 77
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