100% PASS 2025 MARVELOUS ITIL ITIL-DSV RELIABLE EXAM PREPARATION

100% Pass 2025 Marvelous ITIL ITIL-DSV Reliable Exam Preparation

100% Pass 2025 Marvelous ITIL ITIL-DSV Reliable Exam Preparation

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Tags: ITIL-DSV Reliable Exam Preparation, New ITIL-DSV Exam Papers, ITIL-DSV Valid Guide Files, 100% ITIL-DSV Exam Coverage, Latest ITIL-DSV Test Question

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

Answer: D

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
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?

  • A. Involve the legal department as the agreement should be clear and unambiguous.
  • B. Involve the project team to explain the service into detail to the customer.
  • C. Involve senior management to influence the customer to sign the contract.
  • D. Involve service level management to align the service level to the customer's objectives.

Answer: D

Explanation:
When a potential customer struggles to agree on the required service level, the best approach is to involveService Level Management (SLM). The SLM practice is key in negotiating and aligning service levels with customer objectives and expectations, ensuring that the services delivered meet the customer's needs.
SLM works by understanding customer requirements and ensuring that the service levels are achievable and measurable. This practice also ensures that the agreed-upon service levels are documented and regularly reviewed to remain aligned with customer expectations.
Involving senior management (C) or the legal department (B) might pressure the customer but does not address the core issue of aligning the service level with the customer's actual needs. Similarly, involving the project team (D) to explain the service in detail might be useful for clarification but is secondary to aligning the service level agreements through SLM.


NEW QUESTION # 74
Which TWO are examples that can be handled as service requests?
1. A customer asks a service provider to design an app for staff to submit vacation requests
2. A staff member asks for a new barcode scanner from an internal IT department
3. A manager requires swift changes to user access rights for an employee
4. A service provider establishes a channel for users to submit emergency changes

  • A. 3 and 4
  • B. 1 and 2
  • C. 2 and 3
  • D. 1 and 4

Answer: C

Explanation:
The examples that can be handled as service requests are "A staff member asks for a new barcode scanner from an internal IT department" (2) and "A manager requires swift changes to user access rights for an employee" (3). According to ITIL 4, service requests are predefined and standard requests for services, which often include requests for hardware or changes in access rights. Both examples fit within the typical scope of service requests.


NEW QUESTION # 75
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?

  • A. Consider increasing the warranty and a service contract for maintenance in the future.
  • B. Consider sparking the customer's interest and focus on the benefits of the voice assistant.
  • C. Consider setting up a peer-to-peer support programme on your website to grow the community organically.
  • D. Consider reducing the prices to reach a bigger customer base.

Answer: B

Explanation:
When launching a new product feature, such as a voice assistant on vacuum cleaners, it is crucial to focus on how this feature enhances the customer experience and the specific benefits it brings. In this case, sparking the customer's interest and focusing on the benefits of the voice assistant aligns with the ITIL 4 principle of" Focus on Value,"which involves understanding what customers value and clearly communicating the benefits they will receive from the service.
Marketing efforts should be geared towards illustrating how the voice assistant improves convenience, efficiency, and overall user satisfaction. This approach is part of theEngageactivity within the Service Value Chain, which emphasizes understanding and meeting customer needs through effective communication and marketing strategies.
By focusing on the benefits, the marketing team can generate excitement and demand for the new feature, ensuring a successful product launch and enhancing customer loyalty.


NEW QUESTION # 76
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?

  • A. Ensure there is adequate capacity to meet the increased demand of the changes
  • B. Respond in a timely manner to the customer's enquiries
  • C. Be respectful of the consumer organization's decision to make these changes
  • D. Ensure there are adequate knowledge and skills to support the customer's changes

Answer: D

Explanation:
To best demonstrate the capability to meet the needs of a consumer organization making significant technological changes, the service provider should "Ensure there are adequate knowledge and skillsto support the customer's changes." ITIL 4 underscores the importance of aligning the service provider's capabilities with the customer's evolving needs. This involves not just having the right resources in place but also ensuring that the service provider's team possesses the necessary skills and knowledge to support the changes effectively.


NEW QUESTION # 77
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