New ValidBraindumps ITIL-DSV Exam Questions Real ITIL-DSV Dumps Updated on Oct 03, 2024 [Q42-Q65]

QUESTION 42
A service provider is onboarding new users. To ensure that the user is allowed to access the service, it requires a copy of the user’s ID.
What is this an example of?

Security restrictions

User enabling requirements

Role based access management

Multi-factor Authentication

QUESTION 43
A start-up wants to launch a new service. As funding is limited, which of the following is the best technique that they can use?

Weighted Job First

Minimum Viable Product

Establish Pull

User Story Mapping

QUESTION 44
What is an attribute of a strategic partnership?

Trust needs to be developed

Minimal information is shared

The relationship is driven by price

The customer needs to be able to exit easily

QUESTION 45
An organization is selecting a service to develop strategic services. As you are leading the selection process, what would NOT be one of the factors that you will explore?

The concern for common goals

The need to improve over time

The ability to produce results

The ability to perform as expected

QUESTION 46
Which TWO are examples that can be handled as service requests?
1. A customer asks a service provider to design an app for staff to submit vacation requests
2. A staff member asks for a new barcode scanner from an internal IT department
3. A manager requires swift changes to user access rights for an employee
4. A service provider establishes a channel for users to submit emergency changes

3 and 4

1 and 4

1 and 2

2 and 3

QUESTION 47
An organization finds value in moving to a ‘platform as a service’ solution. The organization understands that it is crucial to optimize its own way of working to make this a success. What is this an example of?

Partnership

Basic Relationship

Cooperative Relationship

Co-creation Relationship

QUESTION 48
A service provider is launching a new service. The target market is users who have limited experience of using the internet and are unlikely to use social media.
Which is the BEST method of providing user support?

Provide simple online support and contact numbers for the service desk

Use machine learning chatbots to anticipate the needs of the users and provide solutions

Implement a ‘shift-left’ approach to provide support and downloadable help articles

Use popular networking sites to promote and provide online user support

QUESTION 49
An internal IT service provider does not have all the skills needed to create and deliver a new service, but could develop them with enough time. There are many external service providers who can provide this service. Which approach should the organization follow to decide if they should use the internal service provider or to source the service externally?

Start by reviewing organizational policies for sourcing services, then identify the most important criteria for selecting a service provider, and use a ‘decision matrix’ to compare service providers

Start by understanding the cost of procuring the service internally and externally, then ask internal and external service providers to complete a ‘request for quotation1 documenting their preferred solution

Start by asking the internal service provider to develop the required skills, then use these newly developed skills to create and deliver the new service internally

Start by analysing and documenting the detailed service requirements, then ask external serviceproviders to respond to a ‘request for information1 documenting how they would deliver to these requirements

QUESTION 50
A user has logged an incident because their laptop is performing badly. This is potentially going to impact a big sale. The service level agreement says that the response should be within 8 hours, but the service desk agent recognizes that this is an exceptional situation and escalates the situationimmediately. The issue is resolved quickly and the user is delighted with the service. What is this an example of?

Moment of truth

Smoothing demand

Elevating capabilities

Design thinking

QUESTION 51
Which charging mechanism could cause the price of a service to change depending on the time of day?

Differential charging

Cost

Cost plus

Market price

QUESTION 52
A service provider is onboarding a large customer with a complex user base. It is advised that the service provider manages this as a:

Programme

Project

Emergency Change

Normal Change

QUESTION 53
An organization has signed a contract to outsource its service desk function to a supplier. Theorganization wants to ensure that its customers and users will receive a seamless support service. Which activity would MOST help the organization at this stage?

Creating criteria to use when shortlisting suppliers

Integrating supplier activities into organization’s value streams

Defining strategy and principles for sourcing of resources

Improving the effectiveness of contract renewal

QUESTION 54
New users are onboarding the service of the service provider.
You are asked to prepare the communication management strategy. Which stakeholders will be part of your plan?

Service Desk

Service Level Manager

Relationship Manager

Account Manager

QUESTION 55
An organization is considering outsourcing its data center. The Supplier Manager is analyzing the potential external service providers.
Which factor should NOT be considered by the Supplier Manager in the decision making process?

Geographic presence

Patents filed year to date

Financial situation

Size of the organization

QUESTION 56
Which is the BEST approach for a service consumer to use when they want to obtain services from a service provide?

Develop a list of needs focusing on what should be achieved

Ask the service provider to customize a solution to suit their requirements

Ensure that their detailed requirements are based on a previous legacy solution

Provide the service provider with a detailed list of requirements

QUESTION 57
Which is a technique for identifying customers that have common demands?

Market segmentation

PESTLE

Continual improvement model

SWOT analysis

QUESTION 58
Which activity, carried out by both the service provider and the service consumer, enables service provision and consumption to start?

Building trust

Onboarding

Designing the customer journey

Assessing mutual readiness

QUESTION 59
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?

Availability of the helpline during agreed hours

Number of customer queries processed correctly

Number of calls processed concurrently

Customer satisfaction with the helpline

QUESTION 60
A service provider is failing its service level targets on a monthly basis. The resolution time of priority 1 incidents is breached frequently.
As the Incident Manager for the service provider, which action will you take?

Improve the triage step to guide priority 1 incidents to specialised groups.

Shift all service desk employees to the priority 1 incidents when they happen.

Add additional staff to the service desk team.

Remove the triage step as this slows down the incident resolution.

QUESTION 61
A service provider has recently released an upgrade to its payroll service. The service provider had told the customer that the upgrade would include functionality to copy information from various other HR systems, to reduce the amount of manual data entry. However, this statement was not documented at the time and the proposed functionality was not included in design then.
Which practice includes activities which could have helped to avoid this situation?

Portfolio management

Service catalogue management

Business analysis

Service desk

QUESTION 62
An organization is looking for a service provider to support the less critical services. How would you describe the needs of the organization?

Measurable financial targets to optimize the value of the service and total cost of ownership.

Utility based requirements linked to the current service solution to reduce the impact during the digital transformation.

Measurable outcomes and goals giving the service provider the opportunity to take ownership of the service it is providing.

Value-based value streams to be followed by the service provider with clear and measurable targets.

QUESTION 63
A service provider is launching a new service. What is an appropriate method to encourage the demand for this service?

Introduce a freeze period before the deadline.

Add a cancellation fee to the order.

Set an early-bird price.

Increase the overall price of the service.

QUESTION 64
The IT Manager of an organization is drafting the business case to move to the public cloud. The IT Manager seeks your advice to understand the approach that can be considered. What is the best approach that you will suggest?

Put continual improvement at the center of this initiative and use all the ITIL guiding principles.

Draw up a customer journey map of all different types of customers to understand the value the service brings.

Organize an onboarding workshop with all stakeholders early in the process, this will increase the customer’s engagement.

Map out the SWOT analysis and perform a risk analysis to understand which services are ready to be migrated to the public cloud.

QUESTION 65
An organization is rebranding and renovating its branches. As part of the renovation, the physical network cabling is to be upgraded.
You are responsible to manage the supplier. How will you engage with the cabling provider?

Forecast the required demand and planning to the provider.

Focus on the value the cables are delivering to the bank and praise them for it.

Create user accounts for the provider during the onboarding stage.

Invite the provider as part of the project board.

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.

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New ValidBraindumps ITIL-DSV Exam Questions Real ITIL-DSV Dumps Updated on Oct 03, 2024 [Q42-Q65]

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