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PeopleCert ITIL-DSV Exam Questions
- PeopleCert ITIL Certifications
- PeopleCert ITIL 4 Specialist Certifications
- Topic 1: Understanding Stakeholder Needs and Expectations: This module guides IT service managers and professionals in identifying, assessing, and prioritizing the needs and expectations of diverse stakeholders, including customers, employees, partners, and regulators.
- Topic 2: Customer Experience Management: In this module, IT service managers and customer experience professionals will gain a deeper insight into the principles of creating and sustaining a positive customer experience. It focuses on strategies to ensure that services are designed and delivered with the customer as the central focus, thereby enhancing overall satisfaction.
- Topic 3: Service Relationships: This module teaches service relationship managers and IT professionals how to effectively manage relationships with various stakeholders, including customers, users, suppliers, and partners. It emphasizes the development of strong, collaborative relationships that are crucial for supporting service delivery and fostering value creation.
- Topic 4: Value Co-creation: In this module, IT service managers and business leaders will delve into the concept of value co-creation, learning how value is not merely delivered to customers but is also created collaboratively with them. The module highlights the significance of engaging customers as active partners in the service process.
- Topic 5: Service Level Management: This module equips IT service managers and service level managers with the skills to establish, monitor, and report on service levels to ensure they meet stakeholder requirements and agreements.
- Topic 6: Service Metrics and KPIs: In this module, IT service managers and performance analysts will learn how to define and utilize key performance indicators (KPIs) and metrics to measure, report, and enhance service performance.
- Topic 7: Customer Journey Mapping: This module provides customer experience professionals and service designers with the tools to map the customer journey. It involves identifying critical touchpoints, pinpointing pain points, and discovering opportunities for enhancing the customer experience, leading to improved service outcomes.
- Topic 8: Communication and Collaboration: In the final module, IT service managers and communication specialists will develop the skills needed to foster positive relationships with stakeholders through effective communication and collaboration.
Free PeopleCert ITIL-DSV Exam Actual Questions
Note: Premium Questions for ITIL-DSV were last updated On Jun. 18, 2025 (see below)
Through a virtual call with the Service Manager, a top consumer is complaining about the response time of the staff o delivering new laptops. However, all targets are met. The Service Manager listens to the issue, considers its importance, and proposes to review the Service Level Agreement. Which type of listening is the most appropriate for this situation?
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.
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?
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.
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?
In selecting a service to develop strategic services, the concern for common goals is not typically a factor that would be explored. Strategic service development focuses more on the service's ability to produce results, improve over time, and perform as expected, rather than aligning with common goals.
The ITIL 4 Service Design and Strategy Management practices emphasize the importance of assessing a service's capability to meet strategic objectives, improve continuously, and deliver the expected outcomes. The key considerations include the ability to achieve the desired results, adaptability, and alignment with the organization's strategic direction, rather than a generalized concern for common goals, which is more of a collaborative or teamwork-related concern rather than a selection criterion.
Therefore, while common goals are important in broader organizational contexts, they are not a primary factor in selecting a service for strategic development.
A user is using the self-service portal to download an application. What is this an example of?
A pull service action occurs when the user actively initiates a request to use a service or access a resource. In this scenario, the user is using a self-service portal to download an application, which is a typical example of a pull service action. The user is in control of when and how they access the service, pulling the service from the provider at their convenience.
This concept is aligned with the ITIL 4 principle of 'Optimize and Automate,' where self-service capabilities are provided to enable users to access services efficiently without direct interaction with the service desk or support staff. The automation of routine service actions, like downloading an application, allows for faster and more efficient service delivery, improving user satisfaction and reducing the workload on IT staff.
Service request management practices in ITIL 4 support this by defining and managing the processes that allow users to initiate these actions autonomously. This approach enhances the overall user experience by making services more accessible and convenient.
Which is a technique for identifying customers that have common demands?
'Market segmentation' is the technique for identifying customers that have common demands. ITIL 4 explains that market segmentation involves dividing a market into distinct groups of buyers who have different needs, characteristics, or behaviors, and who might require separate products or services. This technique allows service providers to tailor their offerings to specific segments more effectively.
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