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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	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 3	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 4	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.
Topic 5	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 6	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.

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ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Sample Questions (Q34-Q39):

NEW QUESTION # 34
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 experience and service level metrics
B. Conduct satisfaction surveys after service interactions
C. Gather customer service performance metrics and map to SLAs
D. Use feedback from service reviews to assess value realization

Answer: A

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 # 35
A service provider encourages their users to form a user support commun What is a potential benefit to the service provider?

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

Answer: C

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 # 36
Which statement about the reporting of service outcomes and performance is CORRECT?

A. Customer satisfaction feedback should be mapped to service provider outcomes
B. Service performance metrics should be mapped to customer outcomes
C. IT component scorecards should be mapped to service provider outcomes
D. Return on investment (ROI) should be mapped to customer 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 # 37
A service provider is collecting requirements for a cloud-based document storage service. Which is an example of a utility requirement for this service?

A. The service will allow each user 100GB of storage space
B. Menu pages will update in less than 5 seconds
C. The service will be available for 24 hours every day
D. The service will display a list of items uploaded by the user

Answer: A

Explanation:
An example of a utility requirement for a cloud-based document storage service is "The service will allow each user 100GB of storage space." ITIL 4 defines utility as the functionality of a service that meets user needs. In this case, the amount of storage space provided is a key functional requirement that determines the utility of the service for its users.

NEW QUESTION # 38
A customer is retiring a service and has terminated the contract for the service with the service provider. The service provider will continue to deliver other services to the customer.
Which activity should the service provider include in the plans to offboard the service?

A. Creating training schedules for users on how to use the service
B. Identifying and making requests for outstanding payments for the service
C. Providing information to users about how to contact the service desk

Answer: B

Explanation:
When offboarding a service, the service provider should include "Identifying and making requests for outstanding payments for the service." ITIL 4 specifies that offboarding activities should ensure that all financial and contractual obligations are settled before the service is fully retired. This includes resolving any outstanding payments, finalizing documentation, and ensuring a smooth transition for ongoing services.

NEW QUESTION # 39
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