ITIL4-DSV ITIL 4 Specialist: Drive Stakeholder Value Practice Questions
Prepare for ITIL4-DSV with more than an answer.
- Time limit
- 90 minutes
- Questions on the exam
- 40
- Passing score
- 70% (scale 0-40)
- Level
- Specialist (Intermediate)
- Valid for
- 3 years
Domains covered on the exam 8
- Understand How Customer Journeys Are Designed8%
- Know How to Target Markets and Stakeholders10%
- Know How to Foster Stakeholder Relationships16%
- Know How to Shape Demand and Define Service Offerings14%
- Know How to Align Expectations and Agree Details of Services10%
- Know How to Onboard and Offboard Customers and Users14%
- Know How to Act Together to Ensure Continual Value Co-Creation14%
- Know How to Realize and Validate Service Value14%
- 1
A Service Level Manager is preparing for a review with a key stakeholder who is known to be a 'Driver' personality type—focused on results, brevity, and the bottom line. How should the manager communicate during the meeting?
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Correct answer: D
Drivers (results-oriented) prefer direct, concise communication focused on outcomes and efficiency. They dislike small talk or excessive detail. Offering clear options allows them to make quick decisions, which they value.
- 2
In a Service Integration and Management (SIAM) model, which practice is PRIMARILY responsible for ensuring that multiple suppliers work together cohesively to deliver a single business service?
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Correct answer: B
While Relationship Management handles the overall engagement, Supplier Management is the specific practice responsible for managing supplier performance and integration, especially in a SIAM (Service Integration and Management) model where multiple suppliers must be coordinated to deliver an end-to-end service.
- 3
A retailer wants to implement a new POS system. They decide to use 'Design Thinking' to shape the service offering. They have completed the 'Empathize' and 'Define' phases. What should be their next immediate step in the Design Thinking process?
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Correct answer: D
The standard Design Thinking flow is: Empathize -> Define -> Ideate -> Prototype -> Test. After defining the problem statement based on empathy, the next step is Ideate (generating solutions) before moving to prototyping.
- 4
A multinational financial services provider is redesigning its mortgage application service. During the 'Explore' phase, the marketing director insists that the customer journey begins when a user logs into the application portal. The service architect argues that the journey begins earlier. Which of the following scenarios BEST illustrates a 'touchpoint' that occurs before the service interaction described by the marketing director?
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Correct answer: A
A touchpoint is any event where a service consumer comes into contact with the service provider or its brand, digital or otherwise. Reading a review is a touchpoint that occurs during the Explore step, influencing perception before any direct service interaction (like logging in) takes place. This confirms the architect's view that the journey starts before direct engagement.
- 5
A telecom organization is mapping the customer journey for its new fiber-optic service. They have identified that customers often feel anxious during the gap between 'Order Confirmation' and 'Technician Arrival'. Which technique should the organization use to visualize this emotional state alongside the process steps to identify improvement opportunities?
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Correct answer: C
A Service Blueprint that includes a line of visibility and an emotional seismograph (or sentiment line) is the specific technique used to map customer emotions against service actions. This allows the provider to see exactly where 'anxiety' peaks and introduce proactive communication (e.g., SMS updates) to improve the experience.
- 6
During the 'Explore' step of the customer journey, an internal IT service provider is segmenting its market to better tailor its offerings. They have identified three distinct groups: 'High-Frequency Traders' requiring ultra-low latency, 'Risk Analysts' requiring massive compute power, and 'Back-Office Staff' requiring standard productivity tools. This activity is BEST described as:
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Correct answer: B
This is market segmentation. Even internal service providers must segment their 'market' (internal business units) based on specific needs (latency vs. compute vs. standard) to design appropriate value propositions. This occurs in the Explore step.
