ITIL ITIL-DSV Online Bootcamps, ITIL-DSV Exam Dumps Demo

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Exams like the ITIL ITIL-DSV exam provided by ITIL are crucial for the advancement of your career. Candidates want to succeed on their ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) exam. For candidates to study for and successfully pass their chosen certification exam the first time, DumpsTorrent provides ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) ITIL-DSV Exam Questions. You may use the top ITIL-DSV study resources from DumpsTorrent to prepare for the ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) exam. ITIL ITIL-DSV exam questions are a dependable and trustworthy source of training.

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ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) pdf dumps & ITIL-DSV pdf questions torrent

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ITIL ITIL-DSV Exam Syllabus Topics:

Topic	Details
Topic 1	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 2	Service Metrics and KPIs: In this module, IT service managers and performance analysts will learn how to define and utilize key performance indicators (KPIs) and metrics to measure, report, and enhance service performance.
Topic 3	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 4	Understanding Stakeholder Needs and Expectations: This module guides IT service managers and professionals in identifying, assessing, and prioritizing the needs and expectations of diverse stakeholders, including customers, employees, partners, and regulators.
Topic 5	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 6	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.

ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Sample Questions (Q64-Q69):

NEW QUESTION # 64
An investment bank has outsourced its customer care helpline. It is keen to introduce experience metrics into its Service Level Agreements (SLAs) with the service provider for the helpline. It has asked for a re- negotiation of the existing SLA.
Which is BEST example of an experience metric that can be included in the SLA?Which approach is being demonstrated by these examples?

A. Customer satisfaction with the helpline
B. Number of customer queries processed correctly
C. Availability of the helpline during agreed hours
D. Number of calls processed concurrently

Answer: A

Explanation:
The best example of an experience metric that can be included in the SLA is "Customer satisfaction with the helpline." ITIL 4 emphasizes that experience metrics focus on the end-user's perception of the service.
Customer satisfaction is a direct measure of how the service is perceived by the users, making it a valuable experience metric to include in the SLA for a customer care helpline.

NEW QUESTION # 65
A service provider is losing its customers at a rapid pace. The Service Manager wants to understand the reason and asks to draw out the customer journey for this. Why is this a good idea?

A. The customer's risks will be removed when using the service.
B. The customer will have cheaper services because of the customer journey.
C. The service provider will be able to get optimal value out of the service it is delivering.
D. The service provider will be able to identify and understand specific customer's behavior and outcomes.

Answer: D

Explanation:
Drawing out the customer journey is essential in this scenario because it allows the service provider to analyze and understand the specific behaviors and outcomes that are leading to customer attrition.
Thecustomer journey mapprovides a visual representation of the entire customer experience, from initial engagement to the end of their interaction with the service. This process helps in identifying pain points, unmet needs, and areas where the service may be falling short.
In ITIL 4, understanding and managing the customer journey is integral to theEngageandDesign & Transitionactivities within theService Value Chain (SVC). The Engage activity focuses on understanding stakeholder needs and ensuring continued engagement, while Design & Transition ensures that the service meets the requirements of the stakeholders and delivers the expected outcomes. By mapping out the customer journey, the service provider can align their service offerings more closely with customer expectations, thereby improving satisfaction and reducing churn.
This approach is also supported by the ITIL 4 guiding principle of"Focus on Value", which emphasizes the importance of understanding what is valuable to customers and aligning services accordingly. Mapping the customer journey enables the service provider to identify what customers value most and adapt the service to meet those needs effectively.

NEW QUESTION # 66
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. Automating responses to all users' feedback
C. Providing information about users' feedback to customers
D. Making feedback processing visible for everyone

Answer: D

Explanation:
The best method for encouraging users to submit feedback when they do not believe it will be addressed is
"Making feedback processing visible for everyone." ITIL 4 stresses the importance of transparency in service management. By making the process of handling feedback visible, users can see that their input is taken seriously and acted upon, which can significantly increase their willingness to provide feedback.

NEW QUESTION # 67
A customer is retiring a service and has terminated the contract for the service with the service provider. The service provider will continue to deliver other services to the customer.
Which activity should the service provider include in the plans to offboard the service?

A. Providing information to users about how to contact the service desk
B. Identifying and making requests for outstanding payments for the service
C. Creating training schedules for users on how to use the service

Answer: B

Explanation:
When offboarding a service, the service provider should include "Identifying and making requests for outstanding payments for the service." ITIL 4 specifies that offboarding activities should ensure that all financial and contractual obligations are settled before the service is fully retired. This includes resolving any outstanding payments, finalizing documentation, and ensuring a smooth transition for ongoing services.

NEW QUESTION # 68
Just minutes before the service desk operations close for the day, a user calls with an urgent request. What would be the BEST way to respond to the request?

A. Assess the impact and decide to help the user even outside of the agreed business hours.
B. Listen and empathize with the user. Ask the user to call back during the agreed business hours.
C. Escalate to the second line team, the ticket remains within the service level agreement.
D. Log a ticket and work on it during the agreed business hours.

Answer: A

Explanation:
In situations where a request is urgent, particularly just before the close of service desk operations, it is crucial to assess the impact of the request on the user's business or operations. If the impact is significant, providing assistance outside of the agreed business hours is justified. This approach reflects theITIL 4 guiding principlesof"Focus on Value"and"Collaborate and Promote Visibility." By assessing the impact first, the service provider ensures that resources are allocated effectively to situations that truly need immediate attention, thereby protecting the overall service value and maintaining high levels of customer satisfaction.
Logging the ticket and addressing it during business hours (A) may be appropriate for non-urgent issues, but in this scenario, it could negatively impact the user. Escalating to the second line team (B) is also viable but may not be necessary if the first line can handle the issue. Simply asking the user to call back during business hours (D) could harm the relationship with the user and does not align with the principle of ensuring user satisfaction.

NEW QUESTION # 69
......

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ITIL ITIL-DSV Online Bootcamps, ITIL-DSV Exam Dumps Demo

ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) pdf dumps & ITIL-DSV pdf questions torrent

ITIL ITIL-DSV Exam Syllabus Topics:

ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Sample Questions (Q64-Q69):

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