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

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Total 80 questions

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.

Maximum number of simultaneous downloads

D.

Unlimited monthly traffic

A service provider wants to track if a customer is emotionally satisfied with the service it is providing. Which metric would help the MOST?

A.

Number and frequency of users errors

B.

Customers churn rate

C.

Average rating given by the users to the service

D.

Number of transactions where users used the interface help

An organization is selecting a service to develop strategic services. As you are leading the selection process, what would NOT be one of the factors that you will explore?

A.

The concern for common goals

B.

The need to improve over time

C.

The ability to produce results

D.

The ability to perform as expected

An organization is looking for a service provider to support them in their digital transformation. As part of the service provider, what would be the first focus of your interactions?

A.

Display the proof of the capabilities to deliver your products consistently.

B.

Display solutions implemented at other customers within the same industry.

C.

Understanding the customer purposes, issues, and needs.

D.

Understanding the utility and warranty requirements to create the most value for the customers.

After onboarding, the customers can access the service provider's mobile network. What is this an example of?

A.

Provision of access to resources

B.

Interaction with operant service provider resources

C.

Joint Service actions

D.

Transfer of goods

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.

Carry out a capability assessment and share the results with customers

B.

Hire and develop good relationship managers

C.

Establish and enforce detailed service level agreements

D.

Develop interpersonal skills and service empathy in all teams

A service provider is selecting a supplier to support the service provider's activities in a niche segment of the services

its delivering.

What will be important to start a successful cooperation?

A.

Establish trust-based service level agreements to improve the speed of delivery.

B.

Organize daily stand-ups and demos to bring together the supplier and customer.

C.

Warranty-based service level agreements are respected by all parties.

D.

Organize open communication with all stakeholders on the aligned goals to achieve.

Which statement about the reporting of service outcomes and performance is CORRECT?

A.

Return on investment (ROI) should be mapped to customer outcomes

B.

Customer satisfaction feedback should be mapped to service provider outcomes

C.

IT component scorecards should be mapped to service provider outcomes

D.

Service performance metrics should be mapped to customer outcomes

An organization is looking for a service provider to support the less critical services. How would you describe the needs of the organization?

A.

Measurable financial targets to optimize the value of the service and total cost of ownership.

B.

Utility based requirements linked to the current service solution to reduce the impact during the digital transformation.

C.

Measurable outcomes and goals giving the service provider the opportunity to take ownership of the service it is providing.

D.

Value-based value streams to be followed by the service provider with clear and measurable targets.

Which marketing technique helps to understand the needs of consumers by tracking their behavior?

A.

Market segmentation

B.

Brochures

C.

Profiling

D.

Value propositions