ITIL-DSV Relevant Answers, Reliable ITIL-DSV Exam Review
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Quiz 2025 ITIL ITIL-DSV: First-grade ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Relevant Answers
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ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Sample Questions (Q25-Q30):
NEW QUESTION # 25
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 desk
- B. Service level management
- C. Service request management
- D. Service catalogue management
Answer: D
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 # 26
An organization's business-critical service is experiencing frequent downtimes and slow performances. What do you suggest to improve the situation?
- A. Match the usage of the services to the downtimes and propose actions to spread the demand.
- B. Scale up the underlying infrastructure to increase the resilience of the service.
- C. Improve the recovery time object of the critical services to minimize the impact on the service value.
- D. Coordinate with the business to understand how the services are aligned to the business goals.
Answer: D
Explanation:
When an organization's business-critical service is experiencing frequent downtimes and slow performances, the best approach according to ITIL 4's "Drive Stakeholder Value" is to coordinate with the business to ensure that the services are properly aligned with business goals. This ensures that any technical improvements or strategic adjustments directly support the business's objectives.
* Option A (Incorrect):Improving the recovery time objective (RTO) is important but may not address the root cause of the frequent downtimes and slow performance.
* Option B (Correct):Coordinating with the business to understand alignment is crucial. By ensuring that the services align with business goals, you can prioritize the most impactful improvements and ensure that technical adjustments meet strategic needs.
* Option C (Incorrect):Scaling up infrastructure may help with resilience, but without understanding the business alignment, this might not be the most efficient or necessary solution.
* Option D (Incorrect):Matching usage to downtimes might mitigate some issues but does not address the underlying causes of the performance problems.
NEW QUESTION # 27
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. Instructing the service desk to contact users when updates are available, and guiding them through the update procedure
- B. Instructing users to take their device to the service desk team when convenient
- C. Using a self-service portal for the user to request the service desk to provide the update
- D. Using a push method to check the user's device each time it is connected
Answer: D
Explanation:
The most appropriate method for updating a software application installed on mobile devices is "Using a push method to check the user's device each time it is connected." ITIL 4 recommends automated and seamless methods for delivering updates to users, particularly in situations where the user may not have the expertise or time to manage updates themselves. A push method ensures that updates are delivered efficiently without requiring user intervention, improving the overall user experience and maintaining service continuity.
NEW QUESTION # 28
Through a virtual call with the Service Manager, a top consumer is complaining about the response time of the staff o delivering new laptops. However, all targets are met. The Service Manager listens to the issue, considers its importance, and proposes to review the Service Level Agreement. Which type of listening is the most appropriate for this situation?
- A. Empathic listening
- B. Attentive Listening
- C. Selective Listening
- D. Positive Listening
Answer: A
Explanation:
In ITIL 4, especially in the "Drive Stakeholder Value" module, empathic listening is crucial when dealing with customer complaints, especially when they concern service perceptions that are not fully addressed by meeting formal targets. Empathic listening involves fully understanding the customer's feelings and concerns and responding in a way that shows genuine care and willingness to improve the service experience.
* Option A (Incorrect):Positive Listening may involve an upbeat, affirmative approach but lacks the depth of understanding needed in this scenario.
* Option B (Incorrect):Attentive Listening involves focusing on the speaker and their message but may not fully engage with the emotional content of the message.
* Option C (Incorrect):Selective Listening refers to focusing on parts of the conversation, which is not appropriate in a situation requiring full understanding and empathy.
* Option D (Correct):Empathic Listening is the correct answer. The Service Manager's willingness to consider the importance of the issue and propose a review of the Service Level Agreement shows an understanding of the customer's concerns beyond just the factual data.
NEW QUESTION # 29
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 duration of an interruption
- B. Number and frequency of returns to the previous stage
- C. Unlimited monthly traffic
- D. Maximum number of simultaneous downloads
Answer: A
Explanation:
When user experience is a critical aspect of a service agreement, metrics that directly impact the user's interaction with the service should be prioritized. Themaximum duration of an interruptionis a key metric that affects service availability and reliability, both of which are crucial to user experience. This metric is directly linked toService Level Agreements (SLAs), which often include targets for uptime and acceptable downtime limits.
In ITIL 4, theService Level Management (SLM)practice is responsible for negotiating, monitoring, and managing SLAs, ensuring that they reflect the customer's needs and expectations. A well-defined SLA with a metric for the maximum duration of an interruption helps ensure that the service provider can maintain the desired level of service continuity, thereby protecting the user experience from being negatively impacted by prolonged outages.
This approach aligns with the ITIL 4 guiding principles of"Focus on Value"and"Optimize and Automate," ensuring that the service provided is reliable and meets the agreed-upon expectations for availability, which is a major component of a positive user experience.
NEW QUESTION # 30
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