2026 New ITIL-DSV Exam Questions Real ITIL Dumps
Course 2026 ITIL-DSV Test Prep Training Practice Exam Download
NEW QUESTION # 28
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 # 29
Which marketing technique helps to understand the needs of consumers by tracking their behavior?
- A. Market segmentation
- B. Value propositions
- C. Profiling
- D. Brochures
Answer: C
Explanation:
The marketing technique that helps understand the needs of consumers by tracking their behavior is
"Profiling." ITIL 4 discusses profiling as a method to gain insights into consumer behaviors, preferences, and needs. This technique involves gathering data on consumer interactions and using it to tailor services and marketing efforts to better meet consumer demands.
NEW QUESTION # 30
An investment bank has outsourced its customer care helpline. It is keen to introduce experience metrics into its Service Level Agreements (SLAs) with the service provider for the helpline. It has asked for a re- negotiation of the existing SLA.
Which is BEST example of an experience metric that can be included in the SLA?Which approach is being demonstrated by these examples?
- A. Customer satisfaction with the helpline
- B. Number of customer queries processed correctly
- C. Number of calls processed concurrently
- D. Availability of the helpline during agreed hours
Answer: A
Explanation:
The best example of an experience metric that can be included in the SLA is "Customer satisfaction with the helpline." ITIL 4 emphasizes that experience metrics focus on the end-user's perception of the service.
Customer satisfaction is a direct measure of how the service is perceived by the users, making it a valuable experience metric to include in the SLA for a customer care helpline.
NEW QUESTION # 31
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 catalogue management
- C. Service desk
- D. Service request management
Answer: B
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 # 32
After drawing the service value streams, some bottlenecks are apparent. To improve this, an organization will make use of:
- A. Agile Development
- B. Service Design Thinking
- C. Lean Techniques
- D. User-Centered Design
Answer: C
Explanation:
When bottlenecks are identified in service value streams, it is crucial to apply methodologies that are specifically designed to optimize processes, eliminate waste, and improve flow. Lean techniques are most appropriate for this purpose.
* Lean Techniques:
* Lean techniques focus on optimizing processes by identifying and eliminating waste, improving flow, and increasing efficiency. This approach is well-suited for addressing bottlenecks in service value streams as it emphasizes continuous improvement and the elimination of non-value-adding activities.
NEW QUESTION # 33
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?
- A. Display solutions implemented at other customers within the same industry.
- B. Understanding the customer purposes, issues, and needs.
- C. Display the proof of the capabilities to deliver your products consistently.
- D. Understanding the utility and warranty requirements to create the most value for the customers.
Answer: B
Explanation:
In ITIL 4, particularly within the "Drive Stakeholder Value" framework, the first focus of interaction when supporting a customer in digital transformation should be to understand their purposes, issues, and needs. This aligns with the guiding principle of "Focus on Value," ensuring that the service provider's solutions are truly aligned with the customer's objectives and challenges.
* Option A (Incorrect):Displaying proof of capabilities is important but should follow a deep understanding of the customer's specific situation.
* Option B (Incorrect):While demonstrating solutions implemented for other customers can build trust, it should not be the first step. Customization to the specific customer's needs is more critical.
* Option C (Correct):This is the correct answer. Understanding the customer's specific purposes, issues, and needs is foundational to providing valuable and relevant services.
* Option D (Incorrect):Understanding utility and warranty is crucial, but it should come after understanding the broader business context and specific needs.
NEW QUESTION # 34
A service provider wants to track if a customer is emotionally satisfied with the service it is providing. Which metric would help the MOST?
- A. Number of transactions where users used the interface help
- B. Average rating given by the users to the service
- C. Customers churn rate
- D. Number and frequency of users errors
Answer: B
Explanation:
To track if customers are emotionally satisfied with the service, subjective feedback metrics that directly capture the user's feelings about the service experience are most effective.
* Average Rating:
* The average rating given by users to the service is a direct indicator of their emotional satisfaction. This metric reflects the users' overall sentiment and experience with the service, making it the most appropriate for gauging emotional satisfaction.
NEW QUESTION # 35
A user has logged an incident because their laptop is performing badly. This is potentially going to impact a big sale. The service level agreement says that the response should be within 8 hours, but the service desk agent recognizes that this is an exceptional situation and escalates the situationimmediately. The issue is resolved quickly and the user is delighted with the service. What is this an example of?
- A. Design thinking
- B. Elevating capabilities
- C. Moment of truth
- D. Smoothing demand
Answer: C
Explanation:
The situation described is an example of a "Moment of truth." In ITIL 4, a moment of truth occurs when a customer has a critical experience with the service provider, which can significantly influence their perception of the service. The prompt escalation and resolution of the incident beyond standard SLA requirements is a perfect example of exceeding customer expectations during such a critical moment.
NEW QUESTION # 36
A service provider has a hard time receiving user's feedback.
Which of the following is NOT an appropriate solution to improve the situation?
- A. Share the user's feedback on social media.
- B. Respond to all feedback individually.
- C. Hand out rewards for feedback.
- D. Add social media channels to monitor and provide fast feedback.
Answer: A
Explanation:
Sharing user feedback on social media is generally not appropriate if the goal is to improve the volume and quality of feedback received from users. Feedback is often sensitive and can include criticisms or private information that users may not want publicly disclosed. Instead, it's better to focus on gathering and responding to feedback through more controlled and secure channels.
TheITIL 4 Drive Stakeholder Valuemodule emphasizes"Engage"activities, which include collecting and managing feedback to continuously improve service delivery. While adding social media channels (A) and responding to feedback individually (B) are good practices, publicly sharing feedback can breach user trust and discourage future feedback.
Handing out rewards for feedback (C) can be a positive reinforcement strategy to encourage more users to provide feedback, which can then be used to improve services. Sharing feedback publicly (D), however, risks misinterpreting the feedback, violating privacy, or deterring other users from providing honest feedback.
NEW QUESTION # 37
While engaging with a new customer, a service provider should consider which of the following considerations FIRST?
- A. Which decisions and actions should involve the service provider.
- B. What outcomes is the customer trying to realize.
- C. How can we provide feedback to the service provider.
- D. What dependencies and risks should be considered when consuming the service.
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 # 38
What is a challenge when onboarding individual consumers?
- A. Handling a large number of service consumers with different skills
- B. Identifying and documenting service requirements
- C. Ensuring the sponsor agrees the level of service that the consumer receives
- D. Returning consumer equipment and cancelling user rights
Answer: A
Explanation:
A challenge when onboarding individual consumers is "Handling a large number of service consumers with different skills." Onboarding individual consumers can be complex because it involves catering to diverse skill levels, expectations, and needs. ITIL 4 emphasizes the importance of customizing onboarding processes to suit the varied requirements of different users to ensure a smooth and successful integration of the service.
NEW QUESTION # 39
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?
- A. Use popular networking sites to promote and provide online user support
- B. Implement a 'shift-left' approach to provide support and downloadable help articles
- C. Provide simple online support and contact numbers for the service desk
- D. Use machine learning chatbots to anticipate the needs of the users and provide solutions
Answer: C
Explanation:
For a target market with limited internet experience and unlikely to use social media, the best method of providing user support is to "Provide simple online support and contact numbers for the service desk." ITIL 4 emphasizes the importance of understanding your users and tailoring support methods to their needs and capabilities. In this scenario, simple and direct support mechanisms such as basic online resources combined with traditional contact methods are most appropriate, as they cater to the users' comfort levels and accessibility.
NEW QUESTION # 40
A service provider is collecting requirements for a cloud-based document storage service. Which is an example of a utility requirement for this service?
- A. The service will be available for 24 hours every day
- B. The service will allow each user 100GB of storage space
- C. Menu pages will update in less than 5 seconds
- D. The service will display a list of items uploaded by the user
Answer: B
Explanation:
An example of a utility requirement for a cloud-based document storage service is "The service will allow each user 100GB of storage space." ITIL 4 defines utility as the functionality of a service that meets user needs. In this case, the amount of storage space provided is a key functional requirement that determines the utility of the service for its users.
NEW QUESTION # 41
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?
- A. Partnership
- B. Cooperative Relationship
- C. Basic Relationship
- D. Co-creation Relationship
Answer: D
Explanation:
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.
NEW QUESTION # 42
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?
- A. Start by asking the internal service provider to develop the required skills, then use these newly developed skills to create and deliver the new service internally
- B. Start by analysing and documenting the detailed service requirements, then ask external serviceproviders to respond to a 'request for information1 documenting how they would deliver to these requirements
- C. Start by reviewing organizational policies for sourcing services, then identify the most important criteria for selecting a service provider, and use a 'decision matrix' to compare service providers
- D. Start by understanding the cost of procuring the service internally and externally, then ask internal and external service providers to complete a 'request for quotation1 documenting their preferred solution
Answer: C
Explanation:
The organization should "Start by reviewing organizational policies for sourcing services, then identify the most important criteria for selecting a service provider, and use a 'decision matrix' to compare service providers." ITIL 4 advises that when deciding whether to source a service internally or externally, it is crucial to consider organizational policies, identify key criteria for selection, and use a structured approach like a decision matrix to make an informed choice.
NEW QUESTION # 43
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. Selective Listening
- B. Attentive Listening
- C. Positive Listening
- D. Empathic listening
Answer: D
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 # 44
Which charging mechanism could cause the price of a service to change depending on the time of day?
- A. Differential charging
- B. Cost plus
- C. Cost
- D. Market price
Answer: A
Explanation:
"Differential charging" is the charging mechanism that could cause the price of a service to change depending on the time of day. ITIL 4 describes differential charging as a method where pricing is adjusted based on factors such as demand, usage patterns, or time of day, which is often used to manage demand or optimize resource usage.
NEW QUESTION # 45
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