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ITIL ITIL-DSV Exam Syllabus Topics:

Topic	Details
Topic 1	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 2	Customer Experience Management: In this module, IT service managers and customer experience professionals will gain a deeper insight into the principles of creating and sustaining a positive customer experience. It focuses on strategies to ensure that services are designed and delivered with the customer as the central focus, thereby enhancing overall satisfaction.
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 Relationships: This module teaches service relationship managers and IT professionals how to effectively manage relationships with various stakeholders, including customers, users, suppliers, and partners. It emphasizes the development of strong, collaborative relationships that are crucial for supporting service delivery and fostering value creation.
Topic 5	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.
Topic 6	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.

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ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Sample Questions (Q54-Q59):

NEW QUESTION # 54
A potential customer is having trouble agreeing on the level of service it requires. What is the best approach to consider to come to an agreement?

A. Involve senior management to influence the customer to sign the contract.
B. Involve service level management to align the service level to the customer's objectives.
C. Involve the legal department as the agreement should be clear and unambiguous.
D. Involve the project team to explain the service into detail to the customer.

Answer: B

Explanation:
When a potential customer struggles to agree on the required service level, the best approach is to involveService Level Management (SLM). The SLM practice is key in negotiating and aligning service levels with customer objectives and expectations, ensuring that the services delivered meet the customer's needs.
SLM works by understanding customer requirements and ensuring that the service levels are achievable and measurable. This practice also ensures that the agreed-upon service levels are documented and regularly reviewed to remain aligned with customer expectations.
Involving senior management (C) or the legal department (B) might pressure the customer but does not address the core issue of aligning the service level with the customer's actual needs. Similarly, involving the project team (D) to explain the service in detail might be useful for clarification but is secondary to aligning the service level agreements through SLM.

NEW QUESTION # 55
What of the following is NOT an example of a service value driver?

A. Access to the mobile network of a service provider
B. A new cell phone for the user
C. Resetting the PIN code for the user
D. Automatically renewing the contract with the service provider

Answer: D

Explanation:
A service value driver is a factor that directly contributes to the value a service provides to the consumer. It is typically something that enhances the user experience, improves efficiency, or reduces cost.
* Option A (Incorrect):Resetting a PIN code is a basic service action that directly impacts user experience and can be considered a service value driver.
* Option B (Incorrect):Providing a new cell phone is a tangible benefit that directly contributes to the service's value from the user's perspective.
* Option C (Correct):Automatically renewing a contract is not a direct service value driver. While it may be a convenience, it does not directly enhance the service's utility, performance, or user experience.
Instead, it is more of an administrative action.
* Option D (Incorrect):Access to the mobile network is a core aspect of the service and is directly tied to the value that users derive from the service.

NEW QUESTION # 56
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.

Answer: C

Explanation:
In ITIL 4, a "moment of truth" is understood as a significant interaction or touchpoint where a user's perception of a service can be positively or negatively influenced. These are critical moments in the user journey where the service provider has the opportunity to reinforce or alter the user's impression of the service.
* Moment of Truth:
* This concept refers to any interaction or touchpoint where the customer's perception of the service can change. These moments are critical because they can determine whether the customer' s experience is positive or negative, ultimately affecting customer satisfaction and loyalty.

NEW QUESTION # 57
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 be available for 24 hours every day
B. The service will display a list of items uploaded by the user
C. Menu pages will update in less than 5 seconds
D. The service will allow each user 100GB of storage space

Answer: D

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 # 58
Which charging mechanism could cause the price of a service to change depending on the time of day?

A. Cost
B. Cost plus
C. Differential charging
D. Market price

Answer: C

Explanation:
"Differential charging" is the charging mechanism that could cause the price of a service to change depending on the time of day. ITIL 4 describes differential charging as a method where pricing is adjusted based on factors such as demand, usage patterns, or time of day, which is often used to manage demand or optimize resource usage.

NEW QUESTION # 59
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Accurate ITIL-DSV Testking Learning Materials - Valuable & Professional ITIL-DSV Materials Free Download for ITIL ITIL-DSV Exam

ITIL ITIL-DSV Exam Syllabus Topics:

ITIL ITIL-DSV Dumps - Pass Exam With Ease [2025]

ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Sample Questions (Q54-Q59):

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