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Most Recent PeopleCert ITIL-DSV Exam Questions & Answers
Prepare for the PeopleCert ITIL 4 Specialist: Drive Stakeholder Value exam with our extensive collection of questions and answers. These practice Q&A are updated according to the latest syllabus, providing you with the tools needed to review and test your knowledge.
QA4Exam focus on the latest syllabus and exam objectives, our practice Q&A are designed to help you identify key topics and solidify your understanding. By focusing on the core curriculum, These Questions & Answers helps you cover all the essential topics, ensuring you're well-prepared for every section of the exam. Each question comes with a detailed explanation, offering valuable insights and helping you to learn from your mistakes. Whether you're looking to assess your progress or dive deeper into complex topics, our updated Q&A will provide the support you need to confidently approach the PeopleCert ITIL-DSV exam and achieve success.
The questions for ITIL-DSV were last updated on Dec 20, 2024.
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An organization is negotiating and agreeing the service levels for a social media site.
Which is an example of a measure of utility that should be included in the service level agreement?
An example of a measure of utility that should be included in the service level agreement for a social media site is 'The number of photo formats supported for upload.' Utility measures relate to the functionality of the service, i.e., what the service does to meet the needs of the users. In this context, the ability to upload various photo formats directly impacts the usefulness of the social media service to its users.
An organization's customers have historically been satisfied with the functionality and performance of its services. Recently, however, the organization is getting complaints about both the performance of the services and areas, such as sales and customer support. How can the organization BEST collect the information needed to address these complaints?
The organization can best collect the information needed to address complaints by 'Gathering customer experience and service level metrics.' ITIL 4 highlights the importance of understanding both the technical performance (service level metrics) and the user's perception of the service (customer experience metrics). This holistic approach provides comprehensive insights into the areas of concern, helping the organization address both performance and customer support issues.
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?
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.
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?
When user experience is a critical aspect of a service agreement, metrics that directly impact the user's interaction with the service should be prioritized. The maximum duration of an interruption is a key metric that affects service availability and reliability, both of which are crucial to user experience. This metric is directly linked to Service Level Agreements (SLAs), which often include targets for uptime and acceptable downtime limits.
In ITIL 4, the Service Level Management (SLM) practice is responsible for negotiating, monitoring, and managing SLAs, ensuring that they reflect the customer's needs and expectations. A well-defined SLA with a metric for the maximum duration of an interruption helps ensure that the service provider can maintain the desired level of service continuity, thereby protecting the user experience from being negatively impacted by prolonged outages.
This approach aligns with the ITIL 4 guiding principles of 'Focus on Value' and 'Optimize and Automate,' ensuring that the service provided is reliable and meets the agreed-upon expectations for availability, which is a major component of a positive user experience.
An organization has a culture that encourages people to hide their mistakes. This reduces opportunities to
improve in many different areas.
Which practice would MOST help to improve this situation and how?
The practice that would most help improve a situation where an organization's culture encourages hiding mistakes is 'Relationship management, by developing and communicating values and principles.' ITIL 4 highlights the role of relationship management in fostering a culture of transparency and trust. By promoting open communication and ethical behavior, relationship management can address cultural issues that hinder improvement and innovation.
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