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

Answer : B

When a service provider requires a copy of a user's ID to ensure that the user is allowed to access the service, it is implementing a user enabling requirement. This refers to the necessary prerequisites that users must fulfill to gain access to a service.

User Enabling Requirements:

These are specific conditions or requirements that a user must meet to gain access to a service. Requiring a copy of the user's ID is an example of such a requirement, ensuring that only authorized users are granted access.

Incorrect Options:

A: Security restrictions generally refer to policies and measures designed to protect the service, not the process of verifying user identity.

C: Role-based access management focuses on granting access based on the user's role, not on the collection of identity documentation.

D: Multi-factor authentication is a security process that requires multiple forms of verification, but it is not specifically about user enabling requirements like providing an ID.

Conclusion: Requiring a copy of a user's ID to access a service is an example of user enabling requirements, making option B the correct answer.

Answer : A

When service level targets, especially for high-priority incidents, are consistently being missed, it is essential to address the root cause of delays and inefficiencies in the incident management process.

Triage Step:

Improving the triage step is crucial in ensuring that priority 1 incidents are quickly identified and routed to the appropriate specialized teams. Effective triage ensures that the most critical incidents are handled promptly by those with the necessary expertise, reducing resolution times.

Incorrect Options:

B: Shifting all service desk employees to priority 1 incidents can disrupt other services and is not a sustainable solution.

C: Adding more staff may help but is not necessarily a targeted solution for improving incident resolution efficiency.

D: Removing the triage step could lead to mismanagement of incidents and potentially worsen the situation.

Conclusion: The most effective action is to improve the triage step to ensure that priority 1 incidents are quickly routed to specialized groups, making option A the correct answer.

Answer : C

When an organization seeks a service provider for less critical services, it is essential to define clear, measurable outcomes and goals. This approach allows the service provider to take ownership of the service delivery, ensuring accountability and alignment with the organization's objectives.

Option A (Incorrect): While financial targets are important, they are not the primary focus when dealing with less critical services where outcomes and ownership are more significant.

Option B (Incorrect): Utility-based requirements focus more on the functionality of the service, which is less relevant for less critical services where outcomes are key.

Option C (Correct): This is the correct answer. Defining measurable outcomes and goals allows the service provider to take ownership, which is crucial for maintaining service quality and ensuring that the service meets the organization's needs, especially for less critical services.

Option D (Incorrect): Value-based value streams are important, but the key here is the ownership and measurable outcomes, which directly tie into the service provider's ability to manage the service effectively.

Answer : D

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.

Answer : C

to create incentives that encourage early adoption and generate demand. An early-bird pricing strategy is particularly effective in this context.

Early-Bird Price:

Setting an early-bird price provides a discount or special pricing for those who sign up or purchase the service early. This strategy creates a sense of urgency and encourages early adoption, which can help in gaining initial traction for the service.

Incorrect Options:

A: Introducing a freeze period before the deadline can create urgency but might also cause frustration if customers feel pressured.

B: Adding a cancellation fee could discourage customers rather than encourage demand, as it adds a potential cost burden.

D: Increasing the overall price generally decreases demand rather than encouraging it, especially for new services.

Conclusion: The most appropriate method to encourage demand for a new service is to set an early-bird price, making option C the correct answer.

Answer : A

When faced with complaints about long waiting times at the service desk, the most appropriate action according to ITIL 4's 'Drive Stakeholder Value' practices would be to investigate the patterns of when users are contacting the service desk. This approach aligns with the ITIL 4 guiding principle of 'Start Where You Are,' which emphasizes the importance of understanding the current situation before making changes.

Option A (Correct): By investigating when users are calling, the Service Desk Manager can identify peak times, understand user behavior, and better allocate resources to meet demand. This approach ensures that any adjustments are data-driven and targeted, leading to more effective and efficient service improvements.

Option B (Incorrect): Merging the service desk with the engineering team may not necessarily result in faster call handling. It could create confusion and inefficiencies, as the roles and responsibilities of the service desk and engineering teams are typically distinct.

Option C (Incorrect): Modifying the Service Level Agreement (SLA) to allow longer waiting times is counterproductive. It would likely lead to decreased user satisfaction and does not address the root cause of the issue.

Option D (Incorrect): Increasing the number of service desk employees might help reduce waiting times, but it should only be considered after understanding the specific causes of the delays. Without proper analysis, this could lead to unnecessary costs and may not be the most efficient solution.

Answer : C

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.

Incorrect Options:

A: The signing of an agreement is a formal part of the service offer phase but is not a moment where the customer's perception of the service is likely to change.

B: Contract renewal is a significant event but not typically classified as a 'moment of truth' in the ITIL framework.

D: Assessing mutual readiness is important but does not directly represent a customer touchpoint where their impression of the service is likely to change.

Conclusion: A moment of truth is best described as a key touchpoint in which the user changes its impression of the service, making option C the correct answer.