Exam ITIL-DSV: ITIL 4 Specialist: Drive Stakeholder Value

Some questions:
Q
A user has logged an incident because their laptop is performing badly. This is potentially going to impact a big sale. The service level agreement says that the response should be within 8 hours, but the service desk agent recognizes that this is an exceptional situation and escalates the situation immediately. The issue is resolved quickly and the user is delighted with the service. What is this an example of?
A. Moment of truth
B. Smoothing demand
C. Elevating capabilities
D. Design thinking

Q
Different types of service relationships require different approaches to assessing mutual readiness. Which of the following statements is CORRECT?
A. Readiness to change is crucial for a basic relationship
B. Readiness to collaborate is crucial for a partnership relationship
C. Assessment of capability, maturity and past performance is crucial for a partnership relationship
D. Readiness to collaborate is crucial for a basic relationship

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

Q
An organization has signed a contract to outsource its service desk function to a supplier. The organization wants to ensure that its customers and users will receive a seamless support service. Which activity would MOST help the organization at this stage?
A. Creating criteria to use when shortlisting suppliers
B. Integrating supplier activities into organization’s value streams
C. Defining strategy and principles for sourcing of resources
D. Improving the effectiveness of contract renewal

Q
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

Q
An organization is evaluating the advantages and disadvantages of replacing its legacy information systems with cloud-based services as a part of its strategic plan. The market is extremely competitive, so the organization wants to ensure that all factors are considered.
Which technique would allow this organization to BEST understand the external factors that could influence this decision?
A. Business analysis
B. PESTLE analysis
C. Stakeholder analysis
D. Four dimensions assessment

Q
Users contacting an organization’s service desk team often complain that they are required to repeat information when communicating with different individuals and systems within the organization. Specialists that work with the service desk team also complain that they frequently do not get the information needed to handle user queries. What would resolve these issues for all stakeholders?
A. Establishing omnichannel communications
B. Automating the logging of user emails
C. Providing multichannel support
D. Providing a self-service portal

Q
An organization is using an out-of-the-box service from a large service provider. How does the service provider know about the organization’s needs?
A. The service provider’s marketing and business analysis teams consider generic market needs, instead of the needs of this specific organization
B. The service provider’s business analysis team negotiates detailed requirements with the organization during the ‘offer’ stage of the relationship
C. The organization provides a request for proposal (RfP) to the service provider, so they can understand the needs, and design the service to meet these needs
D. The service provider’s ‘service level management’ team negotiates detailed requirements with the organization during the ‘co-create’ stage of the relationship

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