ITIL-4-Specialist-Drive-Stakeholder-Value Practice Online

Question 1

Practices are sets of organizational resources designed for performing work or accomplishing an objective. The ITIL SVS includes 14 general management practices, 17 service management practices, and three technical management practices.

Which below is NOT a ITIL SVS practice?

A : Architecture management

B : Supplier management

C : Operation Management

D : Deployment management

Answer: C

Question 2

A scenario exemplifies a strategic orientation where an establishment concentrates its endeavors on a demographic of individuals who actively opt for a sustainable and environmentally-conscious way of living. What specific paradigm does this instance illustrate?

A : A value proposition

B : Market analysis

C : Characteristic-based market segmentation

D : Relationship management

Answer: C

Question 3

Practices:

The purpose of the .......................... is to set clear business-based targets for service levels, and to ensure that delivery of services is properly assessed, monitored, and managed against these targets.

Fill correctly the blank space:

A : Service level management practice

B : Capacity and performance management practice

C : Portfolio management practice

D : Service desk practice

Answer: A

Question 4

A service provider consistently fulfills the predefined service level commitments, yet certain customers express dissatisfaction due to their inability to attain anticipated outcomes.

Which course of action is MOST advisable for the service provider to undertake in response?

A : Elucidate the intricacies of the service level agreement to the customers, enabling them to comprehend the scope of their entitlements.

B : Identify strategies for enhancing service levels and engage in discussions with customers regarding the associated costs of implementing these enhancements.

C : Reassess the methodology employed for measuring and reporting service levels, ensuring that the reports accurately reflect the accomplishments.

D : Establish a systematic framework for conducting periodic customer surveys, aimed at acquiring an in-depth understanding of the customer experience.

Answer: B

Question 5

Introduction session:

What is the right order, when we consider all the steps of the customer journey?

A : Explore, Engage, Offer, Agree, Onboard, Co-Create and Realize

B : Offer, Explore, Engage, Agree, Co-Create, Onboard and Realize

C : Engage, Explore, Agree, Offer, Onboard, Co-Create and Realize

D : Realize, Engage, Offer, Explore, Onboard, Co-Create and Agree

Answer: A

Name:	ITIL 4 Specialist Drive Stakeholder Value
Exam Code:	ITIL-4-Specialist-Drive-Stakeholder-Value
Certification:	Peoplecert ITIL
Vendor:	PEOPLECERT
Total Questions:	227
Last Updated:	May 14, 2024

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