ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV)
Last Update Oct 16, 2024
Total Questions : 80
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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?
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?
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
Which marketing technique helps to understand the needs of consumers by tracking their behavior?
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 service provider is off-boarding a user. Which of the following actions is recommended?
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?
Which statement about the reporting of service outcomes and performance is CORRECT?
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?
A service provider wants to track if a customer is emotionally satisfied with the service it is providing. Which metric would help the MOST?
After onboarding, the customers can access the service provider's mobile network. What is this an example of?
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
A service provider is losing its customers at a rapid pace. The Service Manager wants to understand the reason and asks to draw out the customer journey for this. Why is this a good idea?
A service provider has a hard time receiving user's feedback.
Which of the following is NOT an appropriate solution to improve the situation?
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?
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?
An organization is looking for a service provider to support the less critical services. How would you describe the needs of the organization?
While engaging with a new customer, a service provider should consider which of the following considerations FIRST?
A customer is retiring a service and has terminated the contract for the service with the service provider. The service provider will continue to deliver other services to the customer.
Which activity should the service provider include in the plans to offboard the service?
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?
An organization is looking for a service provider to support them in their digital transformation. As part of the service provider, what would be the first focus of your interactions?
TESTED 16 Oct 2024
