View All ITIL-DSV Actual Exam Questions, Answers and Explanations for Free [Q38-Q52]

4.5/5 - (2 votes)

View All ITIL-DSV Actual Exam Questions, Answers and Explanations for Free

ITIL-DSV Exam Free Practice Test with100% Accurate Answers

Q38. A potential customer is having trouble agreeing on the level of service it requires. What is the best approach to consider to come to an agreement?

Involve service level management to align the service level to the customer’s objectives.

Involve the legal department as the agreement should be clear and unambiguous.

Involve senior management to influence the customer to sign the contract.

Involve the project team to explain the service into detail to the customer.

Q39. A service provider wants to track if a customer is emotionally satisfied with the service it is providing. Which metric would help the MOST?

Number and frequency of users errors

Customers churn rate

Average rating given by the users to the service

Number of transactions where users used the interface help

Q40. Which statement about the end-to-end customer journey is CORRECT?Which approach would be BEST aligned to the ‘design thinking’ methodology at this initial ’empathy’ stage?

It reflects an overall perception

It involves optimizing touchpoints

It focuses on achieving outcomes

It represents a pre-determined path

Q41. Which activity describes user-centered service design?

Using value stream mapping to identify a set of user requirements

Building a prototype of the minimum functionality that can be produced quickly

Balancing user experience with the technical and business requirements

Applying the MoSCoW technique to a set of user requirements

Q42. 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

Q43. An organization is encouraging its staff to work from home instead of the office. This has caused changes to how and when users access services.
Which aspect of ‘managing demand and opportunities’ would provide a better understanding of this situation?

Introducing component capacity management

Introducing differential charging

Building a customer business case

Analysing patterns of business activity

Q44. In the context of the ‘five principles of service design thinking’, which principle includes combining touchpoints and interactions into service moments?

Sequencing

Evidencing

Co-creative

User-centered

Q45. Users often do not provide feedback because they do not believe it will be addressed. Which is the BEST method for encouraging users to submit feedback in this situation?

Providing information about users’ feedback to customers

Having regular face-to-face feedback sessions with users

Making feedback processing visible for everyone

Automating responses to all users’ feedback

Q46. A hotel organization launched an app to enable their customers to customize their menu during their stay.
What is this an example of?

Wants

Emotions

Needs

Stereotype

Q47. 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.

Q48. 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.

Q49. A moment of truth is best described as:

The moment the agreement is signed as part of the offer phase.

The renewal of the contract when a deadline has been set.

A key touchpoint in which the user changes its impression of the service.

The moment when mutual readiness is assessed.

Q50. Customers who love to eat organic food are an example of which category?

Behavioural market category

Geographic market category

Psychographic market category

Demographic market category

Q51. 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

Q52. 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