ITIL-DSV Detail Explanation | 100% Free Valid Real ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Exam Questions

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ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Sample Questions (Q66-Q71):

NEW QUESTION # 66
Which statement about the reporting of service outcomes and performance is CORRECT?

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

Answer: B

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 # 67
An organization's customers have historically been satisfied with the functionality and performance of its services. Recently, however, the organization is getting complaints about both the performance of the services and areas, such as sales and customer support. How can the organization BEST collect the information needed to address these complaints?

A. Gather customer service performance metrics and map to SLAs
B. Gather customer experience and service level metrics
C. Use feedback from service reviews to assess value realization
D. Conduct satisfaction surveys after service interactions

Answer: B

Explanation:
The organization can best collect the information needed to address complaints by "Gathering customer experience and service level metrics." ITIL 4 highlights the importance of understanding both the technical performance (service level metrics) and the user's perception of the service (customer experience metrics).
This holistic approach provides comprehensive insights into the areas of concern, helping the organization address both performance and customer support issues.

NEW QUESTION # 68
In the context of the 'five principles of service design thinking', which principle includes combining touchpoints and interactions into service moments?

A. Evidencing
B. Sequencing
C. Co-creative
D. User-centered

Answer: B

Explanation:
In the context of the 'five principles of service design thinking,' the principle that includes combining touchpoints and interactions into service moments is "Sequencing." ITIL 4 explains that sequencing involves arranging service interactions in a logical order to create meaningful and effective service moments, ensuring a cohesive and satisfying user experience.

NEW QUESTION # 69
Which TWO are possible checks for ensuring user entitlement before access to a service is provided?
1. Performing annual identity checks for all users
2. Confirming user identity when users contact the service desk team for support
3. Ensuring users receive training for services that require certification
4. Performing security checks when necessary to prove user identity

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

Answer: B

Explanation:
The two possible checks for ensuring user entitlement before access to a service are "Confirming user identity when users contact the service desk team for support" (2) and "Ensuring users receive training for services that require certification" (3). ITIL 4 suggests that verifying user identity is afundamental step in ensuring that access is only provided to authorized users, and that proper training and certification may be required before granting access to certain services to ensure security and compliance.

NEW QUESTION # 70
An organization provides an online portal that its employees can use to learn about and request standard services. Which practice would ensure that users can easily find information on the portal and that the information is kept up-to-date?

A. Service request management
B. Service desk
C. Service catalogue management
D. Service level management

Answer: C

Explanation:
The practice that ensures users can easily find information on the portal and that the information is kept up-to- date is "Service catalogue management." ITIL 4 highlights that service catalogue management is responsible for ensuring that accurate and up-to-date information about services is available to users, making it easier for them to find and request services through an online portal.

NEW QUESTION # 71
......

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ITIL-DSV Detail Explanation | 100% Free Valid Real ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Exam Questions

Free PDF Quiz 2025 Professional ITIL ITIL-DSV: ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Detail Explanation

ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Sample Questions (Q66-Q71):

Web-Based ITIL ITIL-DSV Practice Test - Compatible with All Major

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