ITIL-DSV by ITIL Actual Free Exam Questions And Answers

Question 1

Users often do not provide feedback because they do not believe it will be addressed. Which is the BEST method for encouraging users to submit feedback in this situation?

A. Having regular face-to-face feedback sessions with users

B. Making feedback processing visible for everyone

C. Automating responses to all users' feedback

D. Providing information about users' feedback to customers

Discussion 0

Correct Answer: B Vote an answer

Explanation: Only visible for Fast2test members. You can sign-up / login (it's free).

Question 2

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. Menu pages will update in less than 5 seconds

B. The service will allow each user 100GB of storage space

C. The service will display a list of items uploaded by the user

D. The service will be available for 24 hours every day

Discussion 0

Correct Answer: B Vote an answer

Explanation: Only visible for Fast2test members. You can sign-up / login (it's free).

Question 3

An organization is aiming to develop a partnership relationship with their service consumers. One of the objectives is to increase the level of trust and customers' satisfaction by establishing a service mindset across the organization. Which initiative is the BEST way to achieve it?

A. Hire and develop good relationship managers

B. Develop interpersonal skills and service empathy in all teams

C. Establish and enforce detailed service level agreements

D. Carry out a capability assessment and share the results with customers

Discussion 0

Correct Answer: B Vote an answer

Explanation: Only visible for Fast2test members. You can sign-up / login (it's free).

Question 4

A service provider is onboarding new users. To ensure that the user is allowed to access the service, it requires a copy of the user's ID.
What is this an example of?

A. Multi-factor Authentication

B. User enabling requirements

C. Security restrictions

D. Role based access management

Discussion 0

Correct Answer: B Vote an answer

Explanation: Only visible for Fast2test members. You can sign-up / login (it's free).

Question 5

A service provider is launching a new service. What is an appropriate method to encourage the demand for this service?

A. Increase the overall price of the service.

B. Set an early-bird price.

C. Add a cancellation fee to the order.

D. Introduce a freeze period before the deadline.

Discussion 0

Correct Answer: B Vote an answer

Explanation: Only visible for Fast2test members. You can sign-up / login (it's free).

Question 6

A moment of truth is best described as:

A. The renewal of the contract when a deadline has been set.

B. The moment the agreement is signed as part of the offer phase.

C. A key touchpoint in which the user changes its impression of the service.

D. The moment when mutual readiness is assessed.

Discussion 0

Correct Answer: C Vote an answer

Explanation: Only visible for Fast2test members. You can sign-up / login (it's free).

Question 7

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. Conduct satisfaction surveys after service interactions

B. Gather customer experience and service level metrics

C. Use feedback from service reviews to assess value realization

D. Gather customer service performance metrics and map to SLAs

Discussion 0

Correct Answer: B Vote an answer

Explanation: Only visible for Fast2test members. You can sign-up / login (it's free).

Question 8

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. Four dimensions assessment

D. Stakeholder analysis

Discussion 0

Correct Answer: B Vote an answer

Explanation: Only visible for Fast2test members. You can sign-up / login (it's free).

Question 9

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

A. What dependencies and risks should be considered when consuming the service.

B. How can we provide feedback to the service provider.

C. What outcomes is the customer trying to realize.

D. Which decisions and actions should involve the service provider.

Discussion 0

Correct Answer: C Vote an answer

Explanation: Only visible for Fast2test members. You can sign-up / login (it's free).

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

Contact Us

Useful Links

Latest Updated