ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) (ITIL-DSV) Free Practice Test

Question 1

An organization is encouraging its staff to work from home instead of the office. This has caused changes to how and when users access services.
Which aspect of 'managing demand and opportunities' would provide a better understanding of this situation?

A. Introducing differential charging

B. Analysing patterns of business activity

C. Building a customer business case

D. Introducing component capacity management

Correct Answer: B

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Question 2

A start-up wants to launch a new service. As funding is limited, which of the following is the best technique that they can use?

A. Establish Pull

B. User Story Mapping

C. Minimum Viable Product

D. Weighted Job First

Correct Answer: C

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Question 3

A service provider wants to use a technology-generated approach for updating a software application installed on the mobile devices of the service users. Which is the MOST APPROPRIATE method?

A. Using a self-service portal for the user to request the service desk to provide the update

B. Using a push method to check the user's device each time it is connected

C. Instructing users to take their device to the service desk team when convenient

D. Instructing the service desk to contact users when updates are available, and guiding them through the update procedure

Correct Answer: B

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Question 4

A service provider is setting up an agreement with an organization. As the user experience is important, it is added to the agreement. Which metric would you advise to be added to the agreement?

A. Maximum number of simultaneous downloads

B. Maximum duration of an interruption

C. Number and frequency of returns to the previous stage

D. Unlimited monthly traffic

Correct Answer: B

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Question 5

Which charging mechanism could cause the price of a service to change depending on the time of day?

A. Differential charging

B. Cost

C. Cost plus

D. Market price

Correct Answer: A

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Question 6

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

A. The reduction in demand for support from the service provider

B. Reduced collaboration between user organizations

C. The creation of groups that can be used to provision services

D. Improved collaboration within the service provider organization

Correct Answer: A

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Question 7

What of the following is NOT an example of a service value driver?

A. A new cell phone for the user

B. Resetting the PIN code for the user

C. Automatically renewing the contract with the service provider

D. Access to the mobile network of a service provider

Correct Answer: C

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Question 8

An organization wants to grow its customer base as it is currently experiencing a decline in users. The target group includes people of 65+ of age, with at least one grandchild. During which stage is this usually done?

A. Define

B. Ideate

C. Empathize

D. Prototype

Correct Answer: C

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Question 9

A service provider has built a 'cooperative relationship' with a customer.
Which activity are they MOST LIKELY to use to validate the services that are provided?

A. Joint service reviews of achievements of service targets

B. Review of costs of service provider technology upgrades

C. Continual tracking and analysis of the outcomes, costs, and risks

D. Ad-hoc joint service reviews of costs and benefits

Correct Answer: A

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ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) (ITIL-DSV) Free Practice Test