ITIL-DSV ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Free Practice Exam Questions (2025 Updated)

When a service provider identifies a strong demand for one of its products in new markets, the next step is to "Understand and influence the behavior of different user profiles." ITIL 4 emphasizes the importance of understanding customer and user profiles to tailor services and marketing strategies effectively. By understanding the behavior and needs of different user profiles in these new markets, the service provider can better position its product and influence purchasing decisions​.

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​​.

The two possible checks for ensuring user entitlement before access to a service are "Confirming user identity when users contact the service desk team for support" (2) and "Ensuring users receive training for services that require certification" (3). ITIL 4 suggests that verifying user identity is afundamental step in ensuring that access is only provided to authorized users, and that proper training and certification may be required before granting access to certain services to ensure security and compliance​.

During a digital transformation, maintaining a good relationship with the customer is crucial. The most effective way to ensure this is by regularly gauging customer satisfaction and promptly addressing any issues or concerns that arise. This aligns with ITIL 4's guiding principle of "Progress Iteratively with Feedback," which emphasizes the importance of continuous improvement based on real-time feedback.

Option A (Correct):Regular customer satisfaction surveys and taking action on the results will help maintain a strong relationship by showing the customer that their feedback is valued and acted upon. This builds trust and ensures that the service provider can adapt to the customer’s changing needs during the transformation.

Option B (Incorrect):Lowering the billing margin might be appreciated, but it doesn’t directly address the quality of the relationship or service delivery during the transformation.

Option C (Incorrect):Increasing service levels might not be feasible or necessary during a transformation and could lead to overcommitment and potential failure to meet those service levels.

Option D (Incorrect):Guaranteeing all downtimes will be solved within the agreed targets is part of standard service management, but it doesn’t specifically help maintain or improve the relationship during transformation unless paired with active engagement and feedback mechanisms​​.

The best approach for a service consumer to use when they want to obtain services from a service provider is to "Develop a list of needs focusing on what should be achieved." ITIL 4 emphasizes theimportance of focusing on outcomes rather than specific technical requirements. By clearly stating what needs to be achieved, the service provider can design or select the best service to meet those needs​.

Sharing user feedback on social media is generally not appropriate if the goal is to improve the volume and quality of feedback received from users. Feedback is often sensitive and can include criticisms or private information that users may not want publicly disclosed. Instead, it’s better to focus on gathering and responding to feedback through more controlled and secure channels.

TheITIL 4 Drive Stakeholder Valuemodule emphasizes"Engage"activities, which include collecting and managing feedback to continuously improve service delivery. While adding social media channels (A) and responding to feedback individually (B) are good practices, publicly sharing feedback can breach user trust and discourage future feedback.

Handing out rewards for feedback (C) can be a positive reinforcement strategy to encourage more users to provide feedback, which can then be used to improve services. Sharing feedback publicly (D), however, risks misinterpreting the feedback, violating privacy, or deterring other users from providing honest feedback.

The most appropriate method for updating a software application installed on mobile devices is "Using a push method to check the user's device each time it is connected." ITIL 4 recommends automated and seamless methods for delivering updates to users, particularly in situations where the user may not have the expertise or time to manage updates themselves. A push method ensures that updates are delivered efficiently without requiring user intervention, improving the overall user experience and maintaining service continuity​.

A shift-left approach in IT service management involves moving tasks traditionally performed by higher-level support to lower levels or even to the end-users themselves. This approach is designed to increase efficiency and reduce resolution times, but it can pose challenges if users are not adequately prepared.

Shift-Left Challenges:

The shift-left strategy requires users to take on more responsibility for resolving issues using tools or resources provided by the service provider. If users lack the necessary skills or knowledge to effectively use these tools, they may struggle, leading to frustration and reduced service satisfaction.

In ITIL 4, a "Co-creation Relationship" is a collaborative approach where both the service provider and the service consumer work closely together to create value. In this scenario, the organization understands the importance of optimizing its own way of working to successfully leverage a 'Platform as a Service' (PaaS) solution. This demonstrates a recognition that both parties must contribute actively to the success of the service, which is the essence of co-creation.

Option A (Incorrect):A partnership is broader and may involve various degrees of collaboration but doesn't necessarily emphasize the mutual creation of value as strongly as co-creation does.

Option B (Incorrect):A Basic Relationship is more transactional and does not involve the deep collaboration needed to optimize working processes for a PaaS solution.

Option C (Incorrect):A Cooperative Relationship involves some level of collaboration but not to the extent where both parties are jointly optimizing their processes to create value.

Option D (Correct):This is the correct answer. Co-creation is key in scenarios where success depends on the joint efforts of the service provider and the consumer, such as in adopting a PaaS solution​​.

When managing suppliers, particularly in a scenario involving significant changes like upgrading physical network cabling during branch renovations, ITIL 4 emphasizes the importance of effective engagement with suppliers to ensure alignment with the organization's goals and successful delivery of value. Here’s a detailed explanation of why inviting the provider as part of the project board is the correct approach:

Collaboration and Visibility (ITIL Guiding Principle: Collaborate and Promote Visibility):ITIL 4 stresses that collaboration is key when engaging with suppliers. By inviting the cabling provider to be part of the project board, you are fostering a collaborative environment where the supplier is fully aware of the project's scope, objectives, and timelines. This ensures that the provider can align their efforts with the organization's expectations and contribute to decision-making processes, enhancing project visibility and reducing the risk of misalignment.

Ensuring Stakeholder Value (Drive Stakeholder Value - Engagement):According to the ITIL 4 Drive Stakeholder Value module, successful engagement involves understanding and influencing stakeholder needs and ensuring their value is realized. Including the cabling provider in the project board allows for direct communication, enabling the provider to understand the value the organization expects from the project. It also allows the organization to influence the provider’s work to ensure it meets the necessary standards and timelines.

Governance and Accountability (ITIL 4 - Governance):Governance in ITIL 4 ensures that all participants are accountable for their roles within the service value system. By having the provider on the project board, the organization can ensure that the provider is held accountable for their responsibilities in the project, including adherence to timelines, quality standards, and budget constraints. This structured approach to governance helps in mitigating risks associated with the supplier's performance.

Service Value System Integration (ITIL 4 - Service Value Chain Activities):Inviting the supplier to the project board integrates them into the organization's service value chain. It enables better coordination across the value chain activities such as "Plan," "Engage," and "Deliver and Support." This integration is crucial for ensuring that the supplier's contributions effectively support the overall project outcomes.

Experience and Outcome Focus (Drive Stakeholder Value - Experience):ITIL 4 emphasizes the importance of managing stakeholders’ expectations and focusing on outcomes. Direct involvement of the supplier in the project board helps in setting clear expectations regarding the project outcomes, such as the quality and performance of the network cabling. This engagement ensures that the supplier is fully committed to delivering the desired results, thereby enhancing the overall experience for the organization.

Why Not the Other Options?

Option A (Forecasting demand and planning):While forecasting and planning are important, they are typically part of the initial engagement and do not constitute ongoing collaboration during the project execution, which is crucial for complex projects like network upgrades.

Option B (Focusing on the value delivered):Praising the provider for the value delivered is positive, but it does not involve them in the strategic decision-making process or hold them accountable in the way that participation in the project board does.

Option C (Creating user accounts during onboarding):While onboarding is important, creating user accounts is a technical step rather than a strategic engagement. It does not contribute to the strategic alignment and oversight that being on the project board provides.

In a 'cooperative relationship,' the activity most likely to validate the services provided is "Joint service reviews of achievements of service targets." ITIL 4 suggests that cooperative relationships involve regular and collaborative reviews of service performance against agreed targets. This joint approach helps in aligning the service outcomes with the customer's expectations and fostering a cooperative spirit​.

When launching a new product feature, such as a voice assistant on vacuum cleaners, it is crucial to focus on how this feature enhances the customer experience and the specific benefits it brings. In this case, sparking the customer's interest and focusing on the benefits of the voice assistant aligns with the ITIL 4 principle of"Focus on Value,"which involves understanding what customers value and clearly communicating the benefits they will receive from the service.

Marketing efforts should be geared towards illustrating how the voice assistant improves convenience, efficiency, and overall user satisfaction. This approach is part of theEngageactivity within the Service Value Chain, which emphasizes understanding and meeting customer needs through effective communication and marketing strategies.

By focusing on the benefits, the marketing team can generate excitement and demand for the new feature, ensuring a successful product launch and enhancing customer loyalty.

A service value driver is a factor that directly contributes to the value a service provides to the consumer. It is typically something that enhances the user experience, improves efficiency, or reduces cost.

Option A (Incorrect):Resetting a PIN code is a basic service action that directly impacts user experience and can be considered a service value driver.

Option B (Incorrect):Providing a new cell phone is a tangible benefit that directly contributes to the service's value from the user's perspective.

Option C (Correct):Automatically renewing a contract is not a direct service value driver. While it may be a convenience, it does not directly enhance the service's utility, performance, or user experience. Instead, it is more of an administrative action.

Option D (Incorrect):Access to the mobile network is a core aspect of the service and is directly tied to the value that users derive from the service​​.

For a start-up with limited funding, the focus should be on launching a new service quickly while minimizing costs and risks. The Minimum Viable Product (MVP) approach is ideally suited for this purpose.

Minimum Viable Product (MVP):

MVP is a product development strategy where a new product is developed with sufficient features to satisfy early adopters. The final, complete set of features is only designed and developed after considering feedback from the product's initial users. This approach minimizes the risk and investment required by enabling the organization to test the market with a basic version of the product.

The correct statement is "Assessment of capability, maturity, and past performance is crucial for a partnership relationship." ITIL 4 highlights that in partnership relationships, it is important to assess not just readiness but also the capabilities, maturity, and past performance of both parties. This ensures that the partnership can achieve its objectives and that both parties are aligned in terms of skills and expectations​.

In the context of ITIL 4 and supplier management, certain factors are critical when evaluating and selecting external service providers. These factors generally include the provider's geographic presence, financial situation, and size of the organization, all of which directly impact the ability of the provider to meet the organization’s needs and maintain reliable service delivery.

Geographic Presence:

This factor is important because the location of a supplier can affect service delivery, especially in terms of logistics, compliance with local laws, and the ability to provide on-site support if necessary. Analyzing geographic presence helps ensure that the supplier can effectively meet regional service requirements.

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​.

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.

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. Themaximum duration of an interruptionis a key metric that affects service availability and reliability, both of which are crucial to user experience. This metric is directly linked toService Level Agreements (SLAs), which often include targets for uptime and acceptable downtime limits.

In ITIL 4, theService 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.