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<p>ITIL 4 Specialist: Drive</p><p>Stakeholder Value</p><p>(ITL4SDSV)</p><p>Version: Demo</p><p>[ Total Questions: 10]Web: www.dumpscollection.com</p><p>Email: support@dumpscollection.com</p><p>ITIL</p><p>ITIL-DSV</p><p>https://www.dumpscollection.com</p><p>https://www.dumpscollection.com/ITIL-DSV-exam.html</p><p>IMPORTANT NOTICE</p><p>Feedback</p><p>We have developed quality product and state-of-art service to ensure our customers interest. If you have any</p><p>suggestions, please feel free to contact us at feedback@dumpscollection.com</p><p>Support</p><p>If you have any questions about our product, please provide the following items:</p><p>exam code</p><p>screenshot of the question</p><p>login id/email</p><p>please contact us at and our technical experts will provide support within 24 hours.support@dumpscollection.com</p><p>Copyright</p><p>The product of each order has its own encryption code, so you should use it independently. Any unauthorized</p><p>changes will inflict legal punishment. We reserve the right of final explanation for this statement.</p><p>ITIL - ITIL-DSVDumps Q&A</p><p>1 of 7Success Guaranteed, 100% Valid</p><p>A.</p><p>B.</p><p>C.</p><p>D.</p><p>A.</p><p>B.</p><p>C.</p><p>D.</p><p>Question #:1</p><p>Which TWO are possible checks for ensuring user entitlement before access to a service is provided?</p><p>1. Performing annual identity checks for all users</p><p>2. Confirming user identity when users contact the service desk team for support</p><p>3. Ensuring users receive training for services that require certification</p><p>4. Performing security checks when necessary to prove user identity</p><p>2 and 3</p><p>3 and 4</p><p>1 and 4</p><p>1 and 2</p><p>Answer: A</p><p>Explanation</p><p>The two possible checks for ensuring user entitlement before access to a service are "Confirming user identity</p><p>when users contact the service desk team for support" (2) and "Ensuring users receive training for services</p><p>that require certification" (3). ITIL 4 suggests that verifying user identity is afundamental step in ensuring that</p><p>access is only provided to authorized users, and that proper training and certification may be required before</p><p>granting access to certain services to ensure security and compliance.</p><p>Question #:2</p><p>An organization is looking for a service provider to support them in their digital transformation. As part of the</p><p>service provider, what would be the first focus of your interactions?</p><p>Display the proof of the capabilities to deliver your products consistently.</p><p>Display solutions implemented at other customers within the same industry.</p><p>Understanding the customer purposes, issues, and needs.</p><p>Understanding the utility and warranty requirements to create the most value for the customers.</p><p>Answer: C</p><p>Explanation</p><p>In ITIL 4, particularly within the "Drive Stakeholder Value" framework, the first focus of interaction when</p><p>supporting a customer in digital transformation should be to understand their purposes, issues, and needs. This</p><p>ITIL - ITIL-DSVDumps Q&A</p><p>2 of 7Success Guaranteed, 100% Valid</p><p>A.</p><p>B.</p><p>C.</p><p>D.</p><p>aligns with the guiding principle of "Focus on Value," ensuring that the service provider's solutions are truly</p><p>aligned with the customer's objectives and challenges.</p><p>Option A (Incorrect):Displaying proof of capabilities is important but should follow a deep</p><p>understanding of the customer's specific situation.</p><p>Option B (Incorrect):While demonstrating solutions implemented for other customers can build trust, it</p><p>should not be the first step. Customization to the specific customer's needs is more critical.</p><p>Option C (Correct):This is the correct answer. Understanding the customer’s specific purposes, issues,</p><p>and needs is foundational to providing valuable and relevant services.</p><p>Option D (Incorrect):Understanding utility and warranty is crucial, but it should come after</p><p>understanding the broader business context and specific needs.</p><p>Question #:3</p><p>What of the following is NOT an example of a service value driver?</p><p>Resetting the PIN code for the user</p><p>A new cell phone for the user</p><p>Automatically renewing the contract with the service provider</p><p>Access to the mobile network of a service provider</p><p>Answer: C</p><p>Explanation</p><p>A service value driver is a factor that directly contributes to the value a service provides to the consumer. It is</p><p>typically something that enhances the user experience, improves efficiency, or reduces cost.</p><p>Option A (Incorrect):Resetting a PIN code is a basic service action that directly impacts user experience</p><p>and can be considered a service value driver.</p><p>Option B (Incorrect):Providing a new cell phone is a tangible benefit that directly contributes to the</p><p>service's value from the user's perspective.</p><p>Option C (Correct):Automatically renewing a contract is not a direct service value driver. While it may</p><p>be a convenience, it does not directly enhance the service's utility, performance, or user experience.</p><p>Instead, it is more of an administrative action.</p><p>Option D (Incorrect):Access to the mobile network is a core aspect of the service and is directly tied to</p><p>the value that users derive from the service.</p><p>Question #:4</p><p>ITIL - ITIL-DSVDumps Q&A</p><p>3 of 7Success Guaranteed, 100% Valid</p><p>A.</p><p>B.</p><p>C.</p><p>D.</p><p>A.</p><p>B.</p><p>C.</p><p>D.</p><p>Which TWO are examples that can be handled as service requests?</p><p>1. A customer asks a service provider to design an app for staff to submit vacation requests</p><p>2. A staff member asks for a new barcode scanner from an internal IT department</p><p>3. A manager requires swift changes to user access rights for an employee</p><p>4. A service provider establishes a channel for users to submit emergency changes</p><p>3 and 4</p><p>1 and 4</p><p>1 and 2</p><p>2 and 3</p><p>Answer: D</p><p>Explanation</p><p>The examples that can be handled as service requests are "A staff member asks for a new barcode scanner</p><p>from an internal IT department" (2) and "A manager requires swift changes to user access rights for an</p><p>employee" (3). According to ITIL 4, service requests are predefined and standard requests for services, which</p><p>often include requests for hardware or changes in access rights. Both examples fit within the typical scope of</p><p>service requests.</p><p>Question #:5</p><p>What is an attribute of a strategic partnership?</p><p>Trust needs to be developed</p><p>Minimal information is shared</p><p>The relationship is driven by price</p><p>The customer needs to be able to exit easily</p><p>Answer: A</p><p>Explanation</p><p>An attribute of a strategic partnership is that "Trust needs to be developed." ITIL 4 highlights that strategic</p><p>partnerships are built on mutual trust and long-term collaboration rather than short-term, transactional</p><p>relationships. Trust is essential for the sharing of knowledge, resources, and risks, which are critical elements</p><p>in a strategic partnership.</p><p>ITIL - ITIL-DSVDumps Q&A</p><p>4 of 7Success Guaranteed, 100% Valid</p><p>A.</p><p>B.</p><p>C.</p><p>D.</p><p>A.</p><p>B.</p><p>C.</p><p>D.</p><p>Question #:6</p><p>A service provider is onboarding a large customer with a complex user base. It is advised that the service</p><p>provider manages this as a:</p><p>Programme</p><p>Project</p><p>Emergency Change</p><p>Normal Change</p><p>Answer: A</p><p>Explanation</p><p>When onboarding a large customer with a complex user base, the service provider needs to manage various</p><p>interrelated projects and activities that contribute to the overall outcome. This scenario requires a coordinated</p><p>approach that can handle complexity, scale, and the need for multiple outcomes.</p><p>Programme:</p><p>A programme is a group of related projects managed in a coordinated way to obtain benefits and</p><p>control not available from managing them individually. In the context of onboarding a large and</p><p>complex customer, a programme ensures that all projects and activities are aligned with the</p><p>overall objectives, facilitating effective management of dependencies, risks, and resources.</p><p>Question #:7</p><p>An organization just added a voice assistant on its vacuum cleaners.</p><p>The marketing team is preparing the launch of the appliance. What is the correct approach they should</p><p>consider?</p><p>Consider reducing the prices to reach a bigger customer base.</p><p>Consider increasing the warranty and a service contract for maintenance in the future.</p><p>Consider sparking the customer's interest and focus on the benefits of the voice</p><p>assistant.</p><p>Consider setting up a peer-to-peer support programme on your website to grow the community</p><p>organically.</p><p>Answer: C</p><p>Explanation</p><p>When launching a new product feature, such as a voice assistant on vacuum cleaners, it is crucial to focus on</p><p>how this feature enhances the customer experience and the specific benefits it brings. In this case, sparking</p><p>ITIL - ITIL-DSVDumps Q&A</p><p>5 of 7Success Guaranteed, 100% Valid</p><p>A.</p><p>B.</p><p>C.</p><p>D.</p><p>A.</p><p>B.</p><p>C.</p><p>the customer's interest and focusing on the benefits of the voice assistant aligns with the ITIL 4 principle of"</p><p>Focus on Value,"which involves understanding what customers value and clearly communicating the benefits</p><p>they will receive from the service.</p><p>Marketing efforts should be geared towards illustrating how the voice assistant improves convenience,</p><p>efficiency, and overall user satisfaction. This approach is part of theEngageactivity within the Service Value</p><p>Chain, which emphasizes understanding and meeting customer needs through effective communication and</p><p>marketing strategies.</p><p>By focusing on the benefits, the marketing team can generate excitement and demand for the new feature,</p><p>ensuring a successful product launch and enhancing customer loyalty.</p><p>Question #:8</p><p>A service provider has built a 'cooperative relationship' with a customer.</p><p>Which activity are they MOST LIKELY to use to validate the services that are provided?</p><p>Review of costs of service provider technology upgrades</p><p>Joint service reviews of achievements of service targets</p><p>Continual tracking and analysis of the outcomes, costs, and risks</p><p>Ad-hoc joint service reviews of costs and benefits</p><p>Answer: B</p><p>Explanation</p><p>In a 'cooperative relationship,' the activity most likely to validate the services provided is "Joint service</p><p>reviews of achievements of service targets." ITIL 4 suggests that cooperative relationships involve regular and</p><p>collaborative reviews of service performance against agreed targets. This joint approach helps in aligning the</p><p>service outcomes with the customer's expectations and fostering a cooperative spirit.</p><p>Question #:9</p><p>An organization is rebranding and renovating its branches. As part of the renovation, the physical network</p><p>cabling is</p><p>to be upgraded.</p><p>You are responsible to manage the supplier. How will you engage with the cabling provider?</p><p>Forecast the required demand and planning to the provider.</p><p>Focus on the value the cables are delivering to the bank and praise them for it.</p><p>Create user accounts for the provider during the onboarding stage.</p><p>ITIL - ITIL-DSVDumps Q&A</p><p>6 of 7Success Guaranteed, 100% Valid</p><p>D. Invite the provider as part of the project board.</p><p>Answer: D</p><p>Explanation</p><p>When managing suppliers, particularly in a scenario involving significant changes like upgrading physical</p><p>network cabling during branch renovations, ITIL 4 emphasizes the importance of effective engagement with</p><p>suppliers to ensure alignment with the organization's goals and successful delivery of value. Here’s a detailed</p><p>explanation of why inviting the provider as part of the project board is the correct approach:</p><p>Collaboration and Visibility (ITIL Guiding Principle: Collaborate and Promote Visibility):ITIL 4</p><p>stresses that collaboration is key when engaging with suppliers. By inviting the cabling provider to be</p><p>part of the project board, you are fostering a collaborative environment where the supplier is fully</p><p>aware of the project's scope, objectives, and timelines. This ensures that the provider can align their</p><p>efforts with the organization's expectations and contribute to decision-making processes, enhancing</p><p>project visibility and reducing the risk of misalignment.</p><p>Ensuring Stakeholder Value (Drive Stakeholder Value - Engagement):According to the ITIL 4</p><p>Drive Stakeholder Value module, successful engagement involves understanding and influencing</p><p>stakeholder needs and ensuring their value is realized. Including the cabling provider in the project</p><p>board allows for direct communication, enabling the provider to understand the value the organization</p><p>expects from the project. It also allows the organization to influence the provider’s work to ensure it</p><p>meets the necessary standards and timelines.</p><p>Governance and Accountability (ITIL 4 - Governance):Governance in ITIL 4 ensures that all</p><p>participants are accountable for their roles within the service value system. By having the provider on</p><p>the project board, the organization can ensure that the provider is held accountable for their</p><p>responsibilities in the project, including adherence to timelines, quality standards, and budget</p><p>constraints. This structured approach to governance helps in mitigating risks associated with the</p><p>supplier's performance.</p><p>Service Value System Integration (ITIL 4 - Service Value Chain Activities):Inviting the supplier to</p><p>the project board integrates them into the organization's service value chain. It enables better</p><p>coordination across the value chain activities such as "Plan," "Engage," and "Deliver and Support." This</p><p>integration is crucial for ensuring that the supplier's contributions effectively support the overall project</p><p>outcomes.</p><p>Experience and Outcome Focus (Drive Stakeholder Value - Experience):ITIL 4 emphasizes the</p><p>importance of managing stakeholders’ expectations and focusing on outcomes. Direct involvement of</p><p>the supplier in the project board helps in setting clear expectations regarding the project outcomes, such</p><p>as the quality and performance of the network cabling. This engagement ensures that the supplier is</p><p>fully committed to delivering the desired results, thereby enhancing the overall experience for the</p><p>organization.</p><p>Why Not the Other Options?</p><p>Option A (Forecasting demand and planning):While forecasting and planning are important, they are</p><p>typically part of the initial engagement and do not constitute ongoing collaboration during the project</p><p>execution, which is crucial for complex projects like network upgrades.</p><p>ITIL - ITIL-DSVDumps Q&A</p><p>7 of 7Success Guaranteed, 100% Valid</p><p>A.</p><p>B.</p><p>C.</p><p>D.</p><p>Option B (Focusing on the value delivered):Praising the provider for the value delivered is positive,</p><p>but it does not involve them in the strategic decision-making process or hold them accountable in the</p><p>way that participation in the project board does.</p><p>Option C (Creating user accounts during onboarding):While onboarding is important, creating user</p><p>accounts is a technical step rather than a strategic engagement. It does not contribute to the strategic</p><p>alignment and oversight that being on the project board provides.</p><p>Question #:10</p><p>Users often do not provide feedback because they do not believe it will be addressed. Which is the BEST</p><p>method for encouraging users to submit feedback in this situation?</p><p>Providing information about users' feedback to customers</p><p>Having regular face-to-face feedback sessions with users</p><p>Making feedback processing visible for everyone</p><p>Automating responses to all users' feedback</p><p>Answer: C</p><p>Explanation</p><p>The best method for encouraging users to submit feedback when they do not believe it will be addressed is</p><p>"Making feedback processing visible for everyone." ITIL 4 stresses the importance of transparency in service</p><p>management. By making the process of handling feedback visible, users can see that their input is taken</p><p>seriously and acted upon, which can significantly increase their willingness to provide feedback.</p><p>About dumpscollection.com</p><p>dumpscollection.com was founded in 2007. We provide latest & high quality IT / Business Certification Training</p><p>Exam Questions, Study Guides, Practice Tests.</p><p>We help you pass any IT / Business Certification Exams with 100% Pass Guaranteed or Full Refund. Especially</p><p>Cisco, CompTIA, Citrix, EMC, HP, Oracle, VMware, Juniper, Check Point, LPI, Nortel, EXIN and so on.</p><p>View list of all certification exams: All vendors</p><p>We prepare state-of-the art practice tests for certification exams. 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