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ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Sample Questions (Q36-Q41):

NEW QUESTION # 36
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 catalogue management
C. Service level management
D. Service desk

Answer: B

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 # 37
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. Users do not have sufficient skills to use the new tools.
B. No formal records under service provider's control.
C. Service has limited scalability.
D. Service can have privacy concerns for the users.

Answer: A

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 # 38
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. Map out the SWOT analysis and perform a risk analysis to understand which services are ready to be migrated to the public cloud.
B. Organize an onboarding workshop with all stakeholders early in the process, this will increase the customer's engagement.
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

Explanation:
When drafting a business case to move to the public cloud, using ITIL's guiding principles, with a focus on continual improvement, is the most comprehensive approach. ITIL's guiding principles provide a holistic approach to managing services, ensuring that decisions are made with a view to ongoing value delivery, risk management, and alignment with business objectives.
* Option A (Correct):This is the correct answer. Continual improvement ensures that the cloud migration will be assessed and refined over time, leading to better outcomes. Using all the ITIL guiding principles will help address various aspects of the migration, such as risk, value creation, and stakeholder engagement.
* Option B (Incorrect):A customer journey map is useful for understanding the customer experience but is more limited in scope compared to a continual improvement approach using all guiding principles.
* Option C (Incorrect):An onboarding workshop is a good practice for engagement, but it should be part of a broader strategy rather than the sole focus.
* Option D (Incorrect):SWOT and risk analysis are important, but they are only part of the broader continual improvement and guiding principles approach.

NEW QUESTION # 39
While engaging with a new customer, a service provider should consider which of the following considerations FIRST?

A. How can we provide feedback to the service provider.
B. What dependencies and risks should be considered when consuming the service.
C. What outcomes is the customer trying to realize.
D. Which decisions and actions should involve the service provider.

Answer: C

Explanation:
When engaging with a new customer, a service provider should first consider "What outcomes is the customer trying to realize." This aligns with the ITIL 4 principle of focusing on value. Understanding the desired outcomes helps in tailoring the service offerings to meet the specific needs andexpectations of the customer, ensuring that the service provided is relevant and valuable. This approach is emphasized throughout the Drive Stakeholder Value module, where understanding and managing customer journeys, and co-creating value are key objectives.

NEW QUESTION # 40
Which is a technique for identifying customers that have common demands?

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

Answer: A

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 # 41
......

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ITIL-DSV New Exam Camp & Trustworthy ITIL-DSV Exam Torrent

Trustworthy ITIL-DSV Exam Torrent & ITIL-DSV Test Lab Questions

ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Sample Questions (Q36-Q41):

Pass-Sure ITIL-DSV New Exam Camp Provide Prefect Assistance in ITIL-DSV Preparation

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