Updated May-2025 ITIL-DSV Exam Practice Test Questions
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NEW QUESTION # 19
After onboarding, the customers can access the service provider's mobile network. What is this an example of?
- A. Interaction with operant service provider resources
- B. Joint Service actions
- C. Transfer of goods
- D. Provision of access to resources
Answer: D
Explanation:
Provision of Access to Resources:
* This involves enabling users to use specific services, applications, or resources provided by the service provider. In this case, allowing customers to access the mobile network is a clear example of granting access to a resource.
NEW QUESTION # 20
Which TWO are possible checks for ensuring user entitlement before access to a service is provided?
1. Performing annual identity checks for all users
2. Confirming user identity when users contact the service desk team for support
3. Ensuring users receive training for services that require certification
4. Performing security checks when necessary to prove user identity
- A. 1 and 2
- B. 3 and 4
- C. 2 and 3
- D. 1 and 4
Answer: C
Explanation:
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.
NEW QUESTION # 21
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?
- A. Improve the triage step to guide priority 1 incidents to specialised groups.
- B. Add additional staff to the service desk team.
- C. Shift all service desk employees to the priority 1 incidents when they happen.
- D. Remove the triage step as this slows down the incident resolution.
Answer: A
Explanation:
When service level targets, especially for high-priority incidents, are consistently being missed, it is essential to address the root cause of delays and inefficiencies in the incident management process.
* Triage Step:
* Improving the triage step is crucial in ensuring that priority 1 incidents are quickly identified and routed to the appropriate specialized teams. Effective triage ensures that the most critical incidents are handled promptly by those with the necessary expertise, reducing resolution times.
NEW QUESTION # 22
An organization is changing its training approach to shift the focus from product centric to the needs of the users. What of the following ITIL guiding principles is considered in this case?
- A. Focus on value
- B. Start where you are
- C. Progress iteratively with feedback
- D. Optimize and automate
Answer: A
Explanation:
When an organization shifts its training approach from being product-centric to focusing on the needs of the users, it is aligning with the ITIL guiding principle of "Focus on Value." This principle emphasizes the importance of understanding what is valuable to the user and ensuring that all activities and processes are aligned with delivering that value.
* Focus on Value:
* This guiding principle instructs organizations to understand what their users find valuable and to prioritize delivering that value in all their services and products. By shifting the training approach to focus on the needs of the users, the organization is ensuring that the training is relevant and beneficial to the users, thereby maximizing the value provided.
NEW QUESTION # 23
Users contacting an organization's service desk team often complain that they are required to repeat information when communicating with different individuals and systems within the organization. Specialists that work with the service desk team also complain that they frequently do not get the information needed to handle user queries. What would resolve these issues for all stakeholders?
- A. Automating the logging of user emails
- B. Providing multichannel support
- C. Establishing omnichannel communications
- D. Providing a self-service portal
Answer: C
Explanation:
The issue of users having to repeat information and specialists not receiving the necessary information can be resolved by "Establishing omnichannel communications." ITIL 4 explains that omnichannel communication allows all interaction channels (such as phone, email, chat, etc.) to be integrated so that information is consistently shared and accessible across all platforms. This ensures that users do not have to repeat themselves and that specialists have access to the full context of the user's interactions.
NEW QUESTION # 24
Which activity describes user-centered service design?
- A. Applying the MoSCoW technique to a set of user requirements
- B. Balancing user experience with the technical and business requirements
- C. Using value stream mapping to identify a set of user requirements
- D. Building a prototype of the minimum functionality that can be produced quickly
Answer: B
Explanation:
User-centered service design is described by "Balancing user experience with the technical and business requirements." ITIL 4 emphasizes that user-centered design involves understanding the user's needs and expectations and ensuring that these are balanced with the technical feasibility and business goals. This approach ensures that the service is both user-friendly and aligned with the organization's objectives.
NEW QUESTION # 25
While engaging with a new customer, a service provider should consider which of the following considerations FIRST?
- A. How can we provide feedback to the service provider.
- B. What outcomes is the customer trying to realize.
- C. What dependencies and risks should be considered when consuming the service.
- D. Which decisions and actions should involve the service provider.
Answer: B
Explanation:
When engaging with a new customer, a service provider should first consider "What outcomes is the customer trying to realize." This aligns with the ITIL 4 principle of focusing on value. Understanding the desired outcomes helps in tailoring the service offerings to meet the specific needs andexpectations of the customer, ensuring that the service provided is relevant and valuable. This approach is emphasized throughout the Drive Stakeholder Value module, where understanding and managing customer journeys, and co-creating value are key objectives.
NEW QUESTION # 26
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?
- A. Organize an onboarding workshop with all stakeholders early in the process, this will increase the customer's engagement.
- B. Map out the SWOT analysis and perform a risk analysis to understand which services are ready to be migrated to the public cloud.
- C. Put continual improvement at the center of this initiative and use all the ITIL guiding principles.
- D. Draw up a customer journey map of all different types of customers to understand the value the service brings.
Answer: C
Explanation:
When drafting a business case to move to the public cloud, using ITIL's guiding principles, with a focus on continual improvement, is the most comprehensive approach. ITIL's guiding principles provide a holistic approach to managing services, ensuring that decisions are made with a view to ongoing value delivery, risk management, and alignment with business objectives.
* Option A (Correct):This is the correct answer. Continual improvement ensures that the cloud migration will be assessed and refined over time, leading to better outcomes. Using all the ITIL guiding principles will help address various aspects of the migration, such as risk, value creation, and stakeholder engagement.
* Option B (Incorrect):A customer journey map is useful for understanding the customer experience but is more limited in scope compared to a continual improvement approach using all guiding principles.
* Option C (Incorrect):An onboarding workshop is a good practice for engagement, but it should be part of a broader strategy rather than the sole focus.
* Option D (Incorrect):SWOT and risk analysis are important, but they are only part of the broader continual improvement and guiding principles approach.
NEW QUESTION # 27
What is an attribute of a strategic partnership?
- A. The relationship is driven by price
- B. Minimal information is shared
- C. The customer needs to be able to exit easily
- D. Trust needs to be developed
Answer: D
Explanation:
An attribute of a strategic partnership is that "Trust needs to be developed." ITIL 4 highlights that strategic partnerships are built on mutual trust and long-term collaboration rather than short-term, transactional relationships. Trust is essential for the sharing of knowledge, resources, and risks, which are critical elements in a strategic partnership.
NEW QUESTION # 28
An organization's business-critical service is experiencing frequent downtimes and slow performances. What do you suggest to improve the situation?
- A. Improve the recovery time object of the critical services to minimize the impact on the service value.
- B. Scale up the underlying infrastructure to increase the resilience of the service.
- C. Coordinate with the business to understand how the services are aligned to the business goals.
- D. Match the usage of the services to the downtimes and propose actions to spread the demand.
Answer: C
Explanation:
When an organization's business-critical service is experiencing frequent downtimes and slow performances, the best approach according to ITIL 4's "Drive Stakeholder Value" is to coordinate with the business to ensure that the services are properly aligned with business goals. This ensures that any technical improvements or strategic adjustments directly support the business's objectives.
* Option A (Incorrect):Improving the recovery time objective (RTO) is important but may not address the root cause of the frequent downtimes and slow performance.
* Option B (Correct):Coordinating with the business to understand alignment is crucial. By ensuring that the services align with business goals, you can prioritize the most impactful improvements and ensure that technical adjustments meet strategic needs.
* Option C (Incorrect):Scaling up infrastructure may help with resilience, but without understanding the business alignment, this might not be the most efficient or necessary solution.
* Option D (Incorrect):Matching usage to downtimes might mitigate some issues but does not address the underlying causes of the performance problems.
NEW QUESTION # 29
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?
- A. Service desk, by sharing more internal IT information with users
- B. Supplier management, by encouraging more open communication with suppliers
- C. Service level management, by including discussions of transparency in customer meetings
- D. Relationship management, by developing and communicating values and principles
Answer: D
Explanation:
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.
NEW QUESTION # 30
An organization provides an online portal that its employees can use to learn about and request standard services. Which practice would ensure that users can easily find information on the portal and that the information is kept up-to-date?
- A. Service level management
- B. Service request management
- C. Service desk
- D. Service catalogue management
Answer: D
Explanation:
The practice that ensures users can easily find information on the portal and that the information is kept up-to- date is "Service catalogue management." ITIL 4 highlights that service catalogue management is responsible for ensuring that accurate and up-to-date information about services is available to users, making it easier for them to find and request services through an online portal.
NEW QUESTION # 31
A service provider is onboarding a large customer with a complex user base. It is advised that the service provider manages this as a:
- A. Programme
- B. Emergency Change
- C. Project
- D. Normal Change
Answer: A
Explanation:
When onboarding a large customer with a complex user base, the service provider needs to manage various interrelated projects and activities that contribute to the overall outcome. This scenario requires a coordinated approach that can handle complexity, scale, and the need for multiple outcomes.
* Programme:
* A programme is a group of related projects managed in a coordinated way to obtain benefits and control not available from managing them individually. In the context of onboarding a large and complex customer, a programme ensures that all projects and activities are aligned with the overall objectives, facilitating effective management of dependencies, risks, and resources.
NEW QUESTION # 32
A consumer organization is making significant changes to the technologies used by its employees, and is discussing those changes with its service provider.
How can the service provider BEST demonstrate the capability to meet the needs of the consumer organization?
- A. Respond in a timely manner to the customer's enquiries
- B. Be respectful of the consumer organization's decision to make these changes
- C. Ensure there is adequate capacity to meet the increased demand of the changes
- D. Ensure there are adequate knowledge and skills to support the customer's changes
Answer: D
Explanation:
To best demonstrate the capability to meet the needs of a consumer organization making significant technological changes, the service provider should "Ensure there are adequate knowledge and skillsto support the customer's changes." ITIL 4 underscores the importance of aligning the service provider's capabilities with the customer's evolving needs. This involves not just having the right resources in place but also ensuring that the service provider's team possesses the necessary skills and knowledge to support the changes effectively.
NEW QUESTION # 33
A service provider encourages their users to form a user support commun What is a potential benefit to the service provider?
- A. The reduction in demand for support from the service provider
- B. Reduced collaboration between user organizations
- C. The creation of groups that can be used to provision services
- D. Improved collaboration within the service provider organization
Answer: A
Explanation:
A potential benefit to the service provider when encouraging users to form a user support community is "The reduction in demand for support from the service provider." According to ITIL 4's Drive Stakeholder Value, fostering a user community can empower users to solve their issues independently, thereby reducing the need for direct support from the service provider. This not only improves efficiency but also enhances user satisfaction as they gain more control over their support experience.
NEW QUESTION # 34
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?
- A. Security restrictions
- B. Role based access management
- C. Multi-factor Authentication
- D. User enabling requirements
Answer: D
Explanation:
When a service provider requires a copy of a user's ID to ensure that the user is allowed to access the service, it is implementing a user enabling requirement. This refers to the necessary prerequisites that users must fulfill to gain access to a service.
* User Enabling Requirements:
* These are specific conditions or requirements that a user must meet to gain access to a service.
Requiring a copy of the user's ID is an example of such a requirement, ensuring that only authorized users are granted access.
NEW QUESTION # 35
Resource constraints have slowed an organization's efforts to expand into new markets.
Which practice would recommend eliminating products and services that are not enabling value, so that the required resources can be made available?
- A. Service level management
- B. Service catalogue management
- C. Portfolio management
- D. Business analysis
Answer: C
Explanation:
The practice that would recommend eliminating products and services that are not enabling value to free up resources is "Portfolio management." ITIL 4 identifies portfolio management as the practice responsible for managing the service portfolio to ensure that the organization can effectively allocate resources to the most valuable services. This practice helps in making strategic decisions about which services to continue, improve, or retire, thus optimizing resource allocation.
NEW QUESTION # 36
Which statement about the reporting of service outcomes and performance is CORRECT?
- A. Customer satisfaction feedback should be mapped to service provider outcomes
- B. Return on investment (ROI) should be mapped to customer outcomes
- C. IT component scorecards should be mapped to service provider outcomes
- D. Service performance metrics should be mapped to customer outcomes
Answer: D
Explanation:
The correct statement about the reporting of service outcomes and performance is that "Service performance metrics should be mapped to customer outcomes." ITIL 4 emphasizes the importance of aligning service performance metrics with the outcomes that are valuable to the customer. This ensures that the service provider's reporting is focused on what matters most to the customer, thereby enhancing satisfaction and trust.
NEW QUESTION # 37
Users contacting an organization's service desk team often complain that they are required to repeat information when communicating with different individuals and systems within the organization. Specialists that work with the service desk team also complain that they frequently do not get the information needed to handle user queries. What would resolve these issues for all stakeholders?
- A. Automating the logging of user emails
- B. Providing multichannel support
- C. Establishing omnichannel communications
- D. Providing a self-service portal
Answer: C
Explanation:
The issue of users having to repeat information and specialists not receiving the necessary information can be resolved by "Establishing omnichannel communications." ITIL 4 explains that omnichannel communication allows all interaction channels (such as phone, email, chat, etc.) to be integrated so that information is consistently shared and accessible across all platforms. This ensures that users do not have to repeat themselves and that specialists have access to the full context of the user's interactions.
NEW QUESTION # 38
A hotel organization launched an app to enable their customers to customize their menu during their stay.
What is this an example of?
- A. Wants
- B. Stereotype
- C. Needs
- D. Emotions
Answer: A
Explanation:
In the context of ITIL 4 and "Drive Stakeholder Value," the introduction of an app by a hotel organization to allow customers to customize their menu during their stay is a response to customer "wants." Wants refer to desires or preferences that enhance the customer experience but are not strictly necessary. This app likely addresses the customer's desire for convenience and personalization, which goes beyond basic needs and touches on what customers want to improve their experience.
* Option A (Correct):This is the correct answer. The app enables customers to express their personal preferences, which aligns with their wants rather than basic needs.
* Option B (Incorrect):While emotions are important in customer experience, the app primarily addresses wants rather than emotions directly.
* Option C (Incorrect):Needs are more fundamental requirements, like having access to food in general, rather than the customization of a menu.
* Option D (Incorrect):Stereotype is not relevant in this context and does not relate to the customer's interaction with the app.
NEW QUESTION # 39
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?
- A. Empathic listening
- B. Selective Listening
- C. Attentive Listening
- D. Positive Listening
Answer: A
Explanation:
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.
NEW QUESTION # 40
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?
- A. Size of the organization
- B. Patents filed year to date
- C. Financial situation
- D. Geographic presence
Answer: B
Explanation:
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.
NEW QUESTION # 41
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