ITIL 4 DSV MK AB

Question 1

Which is a purpose of identifying, understanding, and mastering the customer journey for the service consumer in ITIL 4 DSV? A. Focus on issues with highest cost pay-outs, B. Be fair regarding costs, C. Gain optimal service value and experience, D. Support specific consumer behaviors

Answer 1

C. Gain optimal service value and experience. Explanation: Mastering the customer journey ensures value co-creation and enhanced experience (Module 1, ITIL4_DSV_1). A focuses on costs, B on transparency, D on behaviors, not the primary purpose (Mock A #1).

Question 2

In the context of the ‘five principles of service design thinking’, which principle involves including stakeholders in the design process in ITIL 4 DSV? A. User-centered, B. Co-creative, C. Sequencing, D. Evidencing

Answer 2

B. Co-creative. Explanation: Co-creative design involves stakeholders to align services with needs (Module 1, ITIL4_DSV_1). A prioritizes users, C orders steps, D shows outcomes, not stakeholder involvement (Mock A #2).

Question 3

Which marketing technique helps group customers based on their needs and behavior in ITIL 4 DSV? A. Profiling, B. Brochures, C. Market segmentation, D. Value propositions

Answer 3

C. Market segmentation. Explanation: Segmentation groups customers by needs/behavior for targeted services (Module 2, ITIL4_DSV_2). A describes individuals, B markets, D defines benefits, not grouping (Mock A #4).

Question 4

Which technique can an organization use to identify external factors to leverage opportunities and mitigate threats in ITIL 4 DSV? A. SWOT, B. Four dimensions, C. PESTLE, D. Stakeholder analysis

Answer 4

C. PESTLE. Explanation: PESTLE analyzes political, economic, social, technological, legal, environmental factors (Module 2, ITIL4_DSV_2). A assesses internal/external, B is service management, D focuses on stakeholders (Mock A #5).

Question 5

In leading the selection process for strategic services, which factor is important to explore in ITIL 4 DSV? A. Social media trends, B. Concern for common goals, C. Need to improve over time, D. Current profit margins

Answer 5

B. Concern for common goals. Explanation: Common goals align partnerships for strategic value (Module 2, ITIL4_DSV_3). A is tactical, C is ongoing, D is financial, less strategic (Mock A #8).

Question 6

A project manager facing collaboration challenges with senior stakeholders should use which practice to improve customer service in ITIL 4 DSV? A. SLM, B. Supplier management, C. Service desk, D. Relationship management

Answer 6

D. Relationship management, by establishing a culture of collaboration. Explanation: Relationship management fosters stakeholder alignment (Module 2, ITIL4_DSV_3). A sets targets, B manages suppliers, C supports users (Mock A #10).

Question 7

To avoid service overlaps with multiple IT providers, what should a corporation prioritize in ITIL 4 DSV? A. Market analysis, B. Comprehensive sourcing strategy, C. Contract management skills, D. Individual SLAs

Answer 7

B. Developing a comprehensive sourcing strategy. Explanation: A sourcing strategy coordinates suppliers to prevent overlaps (Module 2, ITIL4_DSV_3). A is market-focused, C is skill-based, D risks fragmentation (Mock A #11).

Question 8

A manufacturing company reviewing production line efficiency is an example of what in ITIL 4 DSV? A. Agile development, B. Service blueprinting, C. Lean thinking, D. Service design thinking

Answer 8

C. Lean thinking. Explanation: Lean thinking eliminates waste for value, aligning with service design (Module 3, ITIL4_DSV_4). A is iterative, B maps interactions, D is broader (Mock A #12).

Question 9

What is the BEST way for a commercial service provider to define prices for its services in ITIL 4 DSV? A. Costs of provision, B. Value offered to customers, C. Revenue plans, D. Variations in consumption

Answer 9

B. Based on the value offered to customers. Explanation: Value-based pricing aligns with stakeholder outcomes (Module 3, ITIL4_DSV_4). A is cost-focused, C internal, D usage-based (Mock A #13).

Question 10

How should a healthcare organization manage fluctuating demand for its online booking system in ITIL 4 DSV? A. Scale IT permanently, B. Dynamic staffing model, C. Limit peak slots, D. Charge for peak bookings

Answer 10

B. Implement a dynamic staffing model to match demand. Explanation: Dynamic staffing optimizes delivery, reducing toil (Module 3, ITIL4_DSV_4). A over-invests, C restricts, D penalizes (Mock A #14).

Question 11

What is the FIRST step a digital marketing agency should take to address slow CRM response times in ITIL 4 DSV? A. Migrate to cloud, B. Tiered access, C. Restrict users, D. Analyze usage patterns

Answer 11

D. Conduct a thorough analysis of usage patterns. Explanation: Analysis informs solutions, per guiding principle ‘Start Where You Are’ (Module 3, ITIL4_DSV_4). A is premature, B charges, C limits (Mock A #15).

Question 12

What is the BEST technique for a start-up with limited funding to launch a service in ITIL 4 DSV? A. Weighted shortest job first, B. Seek perfection, C. User Story Mapping, D. Minimum Viable Product

Answer 12

D. Minimum Viable Product. Explanation: MVP delivers core value with minimal resources, shifting left (Module 3, ITIL4_DSV_4). A prioritizes, B delays, C plans (Mock A #16).

Question 13

Which is an example of an epic in ITIL 4 DSV? A. User identity verification, B. Sales team data access anywhere, C. Network connection drops, D. Homeworker expense claim

Answer 13

B. Sales team data access from any location. Explanation: An epic is a broad user story (Module 3, ITIL4_DSV_5). A is specific, C is a problem, D is narrow (Mock A #17).

Question 14

Which practice could avoid undocumented functionality issues in a ticketing system upgrade in ITIL 4 DSV? A. Service desk, B. Service catalogue, C. Business analysis, D. Portfolio management

Answer 14

C. Business analysis. Explanation: Business analysis clarifies requirements, shifting left (Module 3, ITIL4_DSV_5). A supports, B defines, D prioritizes (Mock A #18).

Question 15

Why should a service consumer invest in aligning expectations and agreeing services in ITIL 4 DSV? A. Meet requirements, B. Shared price understanding, C. Realistic expectations, D. Shared price understanding

Answer 15

A. Ensure services meet requirements and expectations. Explanation: Alignment ensures value delivery (Module 3, ITIL4_DSV_5). B and D focus on price, C is partial (Mock A #19).

Question 16

Which is the BEST warranty metric in an SLA for a helpline in ITIL 4 DSV? A. Customer satisfaction, B. Availability, C. Dropped calls, D. Queries processed correctly

Answer 16

A. Customer satisfaction. Explanation: Satisfaction measures service quality (Module 3, ITIL4_DSV_5). B–D are performance metrics, less user-focused (Mock A #20).

Question 17

Which is an example of a service value driver in ITIL 4 DSV? A. Subscription Auto-Renewal, B. Automatic Bill Payment, C. New cell phone, D. Loyalty Program

Answer 17

D. Loyalty Program Status Maintenance. Explanation: Loyalty programs enhance stakeholder value (Module 3, ITIL4_DSV_7). A–B are features, C is a product (Mock A #21).

Question 18

Which practice ensures consistent support for new users in ITIL 4 DSV? A. Service desk, B. SLM, C. Service catalogue, D. Service request management

Answer 18

B. Service level management. Explanation: SLM sets and monitors SLAs for consistent support (Module 3, ITIL4_DSV_5). A delivers, C defines, D handles requests (Mock A #22).

Question 19

Which is a possible check for user entitlement before service access in ITIL 4 DSV? A. Annual identity checks, B. Service desk identity confirmation, C. Security policy compliance, D. Necessary security checks

Answer 19

B. Confirming user identity at service desk. Explanation: Service desk verification ensures secure access (Module 4, ITIL4_DSV_6). A is periodic, C–D are broader (Mock A #24).

Question 20

What is the BEST solution for user support for an e-commerce platform’s young adult users in ITIL 4 DSV? A. Phone with chatbot, B. Chatbots with human backup, C. Automated ticketing, D. Social media

Answer 20

B. Deploy advanced chatbots with human support. Explanation: Chatbots suit mobile users, with human backup for complex issues, reducing toil (Module 4, ITIL4_DSV_6). A is slow, C delays, D is informal (Mock A #27).

Question 21

Which action BEST improves misclassified service desk issues in ITIL 4 DSV? A. Mandatory survey, B. Automated tracking, C. Extended hours, D. Enhanced agent training

Answer 21

D. Enhance training and resources for agents. Explanation: Training improves accuracy, enhancing value (Module 4, ITIL4_DSV_6). A collects feedback, B automates, C extends access (Mock A #29).

Question 22

What is the BEST way to respond to an urgent user request before service desk closure in ITIL 4 DSV? A. Help outside hours, B. Ask to call back, C. Log ticket for business hours, D. Escalate to second line

Answer 22

C. Log ticket and work during business hours. Explanation: Balances urgency with SLAs (Module 4, ITIL4_DSV_7). A violates policy, B delays, D over-escalates (Mock A #31).

Question 23

A moment of truth is BEST described as what in ITIL 4 DSV? A. Agreement signed, B. Contract renewal, C. Key touchpoint changing impression, D. Readiness assessment

Answer 23

C. Key touchpoint changing user impression. Explanation: A moment of truth shapes user experience (Module 1, ITIL4_DSV_8). A–B are contractual, D is partnership (Mock A #35).

Question 24

Which metric tracks emotional customer satisfaction in ITIL 4 DSV? A. User errors, B. Interface help usage, C. Average user rating, D. Customer turnover

Answer 24

C. Average rating given by users. Explanation: Ratings measure emotional satisfaction (Module 4, ITIL4_DSV_8). A–B are technical, D is business (Mock A #36).

Question 25

How does employee retention contribute to an online retailer’s profit in ITIL 4 DSV? A. Improves internal quality, B. Improves satisfaction, C. Improves external quality, D. Improves productivity

Answer 25

C. Employee retention improves external service quality. Explanation: Retention enhances customer-facing quality, driving profit (Module 4, ITIL4_DSV_8). A is internal, B is employee-focused, D is partial (Mock A #37).

Question 26

How should a healthcare provider manage competing IT upgrade proposals in ITIL 4 DSV? A. Relationship management, B. Supplier management, C. Business analysis, D. Portfolio management

Answer 26

D. Use portfolio management to prioritize initiatives. Explanation: Portfolio management aligns initiatives with objectives (Module 3, ITIL4_DSV_8). A manages teams, B suppliers, C analyzes needs (Mock A #40).

Question 27

Facing customer loss, why map the customer journey in ITIL 4 DSV? A. Eliminate risks, B. Get optimal value, C. Understand behavior and outcomes, D. Cheaper services

Answer 27

C. Identify specific customer behavior and outcomes. Explanation: Mapping identifies why customers leave, enabling improvements (Module 1, ITIL4_DSV_1). A is secondary, B an outcome, D not primary (Mock B #1).

Question 28

A car rental app for customizing features is an example of? A. Emotions, B. Needs, C. Stereotype, D. Wants

Answer 28

D. Wants. Explanation: Customizing reflects wants (desirable preferences), not needs (B), emotions (A), or stereotypes (C) (Module 1, ITIL4_DSV_1) (Mock B #2).

Question 29

Which marketing technique promises a bundle of benefits in ITIL 4 DSV? A. Profiling, B. Brochures, C. Market segmentation, D. Value propositions

Answer 29

D. Value propositions. Explanation: Value propositions articulate benefits (Module 2, ITIL4_DSV_2). A describes, B markets, C groups (Mock B #4).

Question 30

An IT provider reviewed workflows, software, and contracts. What else to consider? A. Value streams, B. Organizations and people, C. Information and technology, D. Partners and suppliers

Answer 30

B. Organizations and people. Explanation: People (culture, skills) are unreviewed, critical for improvement (Module 2, ITIL4_DSV_2). A (workflows), C (software), D (contracts) are covered (Mock B #5).

Question 31

Which is a main model for service integration in ITIL 4 DSV? A. Single Supplier, B. Multiple Supplier, C. Service Custodian, D. Integrated service separator

Answer 31

C. Service Custodian. Explanation: Service Custodian coordinates suppliers (e.g., SIAM) (Module 2, ITIL4_DSV_3). A–B are sourcing, D is invalid (Mock B #8).

Question 32

To resolve feedback communication issues between teams, which practice? A. Service desk, B. Relationship management, C. Business analysis, D. Portfolio management

Answer 32

B. Relationship management. Explanation: Fosters team collaboration (Module 2, ITIL4_DSV_3). A is user-facing, C analyzes, D prioritizes (Mock B #10).

Question 33

To enhance flexibility in cloud migration, what should an organization do? A. Reassess IT strategy, B. Extended SLA, C. Backup providers, D. Integrate value streams

Answer 33

D. Integrate provider’s processes with value streams. Explanation: Integration ensures flexibility, shifting left (Module 2, ITIL4_DSV_3). A is preliminary, B contractual, C redundant (Mock B #11).

Question 34

Removing non-value tasks in software development is? A. Identifying value, B. Mapping value stream, C. Creating flow, D. Establishing pull

Answer 34

C. Creating flow. Explanation: Task removal optimizes flow, reducing toil (Module 3, ITIL4_DSV_4). A defines, B maps, D manages demand (Mock B #12).

Question 35

What key factor for pricing broadband services in a new region? A. Costs, B. Consumption patterns, C. Competitor prices, D. Profit KPIs

Answer 35

C. Prices of similar services. Explanation: Market-based pricing ensures value (Module 3, ITIL4_DSV_4). A is cost-focused, B usage, D internal (Mock B #13).

Question 36

To resolve navigation issues in a hotel booking system, what’s BEST? A. Marketing campaign, B. Business analysis, C. Iterative feedback loop, D. Reduce costs

Answer 36

C. Iterative feedback loop. Explanation: Feedback loops enable UI improvements, per ‘Progress Iteratively’ (Module 3, ITIL4_DSV_4). A markets, B analyzes, D cuts costs (Mock B #14).

Question 37

What’s the FIRST step for an institution to address online platform lags? A. Upgrade infrastructure, B. Limit users, C. Analyze usage data, D. Priority access

Answer 37

C. Analyze usage data. Explanation: Analysis guides solutions (Module 3, ITIL4_DSV_4). A is premature, B restrictive, D unfair (Mock B #15).

Question 38

Which is a problem in ITIL 4 DSV? A. Identity verification, B. Data access anywhere, C. Network connection drops, D. Expense claim submission

Answer 38

C. Connection drops. Explanation: A problem impacts service (Module 3, ITIL4_DSV_4). A is requirement, B feature, D function (Mock B #16).

Question 39

Which is the BEST user story in ITIL 4 DSV? A/B. PM wants reports, C. Developer wants fast reports, D. Senior citizen wants easy navigation

Answer 39

D. Senior citizen wants easy navigation. Explanation: User story follows ‘As [user], I want [feature] so [benefit]’ (Module 3, ITIL4_DSV_5). A/B repetitive, C technical (Mock B #17).

Question 40

Needs for non-crucial services provider? A. Measurable outcomes, B. Financial targets, C. Value-based streams, D. Utility-based requirements

Answer 40

D. Utility-based requirements. Explanation: Utility minimizes transformation impact (Module 3, ITIL4_DSV_5). A–C are strategic (Mock B #18).

Question 41

Which metric for user experience in an agreement? A. Returns to stage, B. Simultaneous downloads, C. Interruption duration, D. Unlimited traffic

Answer 41

C. Maximum duration of interruption. Explanation: Interruption impacts experience (Module 3, ITIL4_DSV_5). A–B technical, D vague (Mock B #19).

Question 42

What activity enables users for services? A. Migrating provider, B. Quarterly feedback, C. User change discussions, D. Requirements met

Answer 42

C. Involving users in change discussions. Explanation: Engagement ensures adoption, shifting left (Module 4, ITIL4_DSV_6). A migrates, B post-onboarding, D pre-requisite (Mock B #21).

Question 43

Which approaches track value in volatile industry? 1. Rapid metrics, 2. Standard templates, 3. Customizable tools, 4. Communication. A. 1,2, B. 2,3, C. 3,4, D. 1,4

Answer 43

C. Customizable tools, frequent communication. Explanation: Adaptable tools and communication suit volatility (Module 4, ITIL4_DSV_8). 1 is rigid, 2 static (Mock B #31).

Question 44

Which charging mechanism compares with similar offerings? A. Cost, B. Cost plus, C. Market price, D. Differential charging

Answer 44

C. Market price. Explanation: Aligns with competitors (Module 4, ITIL4_DSV_8). A–B cost-based, D varies (Mock B #32).

Question 45

How does a provider know needs for out-of-the-box service? A. Business analysis in offer, B. RfP, C. Assumptions, D. SLM in co-create

Answer 45

B. RfP from organization. Explanation: RfP details needs (Module 3, ITIL4_DSV_5). A/D misaligned stages, C risks errors (Mock B #34).

Question 46

What’s the BEST user support for educational software with diverse users? A. Hotline, B. Portal with chat, C. Email ticketing, D. AI-driven

Answer 46

B. Portal with live chat. Explanation: Suits tech-savvy and non-tech users, reducing toil (Module 4, ITIL4_DSV_6). A slow, C delays, D overwhelms non-tech (Mock B #37).

Question 47

How will ‘progress iteratively with feedback’ apply to agreeing SLTs for analysis tools? A. Plan reviews, B. Focus on outcomes, C. Transparent constraints, D. Limit metrics

Answer 47

A. Plan regular reviews. Explanation: Reviews adapt SLAs, per ‘Progress Iteratively’ (Module 3, ITIL4_DSV_7). B–D supportive but secondary (Mock B #38).

Question 48

What additional aspect should a streaming service measure for low satisfaction? A. Recommendation accuracy, B. Bandwidth, C. Streaming hours, D. Social media

Answer 48

A. Accuracy of recommendations. Explanation: Impacts user experience (Module 4, ITIL4_DSV_8). B–D technical/external (Mock B #39).