ITIL 4 DSV WEAK AREAS

Question 1

What is a service interaction in ITIL 4 DSV?

Answer 1

A value co-creating reciprocal action between a service provider and consumer. Explanation: Drives mutual value delivery through collaboration (Module 1, ITIL4_DSV_1). Not a one-way action, contract, or technical process.

Question 2

What is a persona in ITIL 4 DSV?

Answer 2

A fictitious yet realistic description of a typical or target customer/user. Explanation: Guides service design to meet needs (Module 1, ITIL4_DSV_1). Not a real user, group, or technical profile.

Question 3

What is service blueprinting in ITIL 4 DSV?

Answer 3

A visual map of service processes, touchpoints, and interactions to optimize delivery. Explanation: Enhances customer journey design (Module 1, ITIL4_DSV_1). Not a contract, technical diagram, or strategy.

Question 4

What is the triple-bottom line in ITIL 4 DSV?

Answer 4

A framework balancing economic, social, and environmental value in service delivery. Explanation: Ensures sustainable value (Module 4, ITIL4_DSV_8). Not just financial or operational metrics.

Question 5

What is toil in ITIL 4 DSV?

Answer 5

Repetitive, manual work in service operations, reduced via automation. Explanation: SRE minimizes toil for efficiency (Module 3, ITIL4_DSV_4). Not strategic, creative, or one-time tasks.

Question 6

What are the seven ITIL 4 Guiding Principles in relation to DSV?

Answer 6

1. Focus on Value, 2. Start Where You Are, 3. Progress Iteratively, 4. Collaborate, 5. Think Holistically, 6. Keep It Simple, 7. Optimize and Automate. Explanation: Guide stakeholder engagement (Modules 1–4). Non-ITIL principles don’t apply.

Question 7

What is shifting left in ITIL 4 DSV?

Answer 7

Moving tasks like testing or feedback earlier in the service lifecycle. Explanation: Enhances quality, reduces toil (Module 3, ITIL4_DSV_4). Later tasks or non-iterative processes don’t fit.

Question 8

What is the MoSCoW technique in ITIL 4 DSV?

Answer 8

Prioritizes requirements: Must have, Should have, Could have, Won’t have. Explanation: Aligns features with value (Module 3, ITIL4_DSV_4). Other methods less structured.

Question 9

What is SWOT analysis in ITIL 4 DSV?

Answer 9

Assesses Strengths, Weaknesses, Opportunities, Threats. Explanation: Guides stakeholder decisions (Module 2, ITIL4_DSV_2). PESTLE or other analyses focus differently.

Question 10

What is an example of a top-level customer experience metric in ITIL 4 DSV?

Answer 10

Net Promoter Score (NPS). Explanation: Measures recommendation likelihood (Module 4, ITIL4_DSV_8). Technical metrics like uptime don’t capture experience.

Question 11

What is Digital Transformation in ITIL 4 DSV?

Answer 11

Integrating digital technologies to transform operations and value. Explanation: Enhances service delivery (Module 3, ITIL4_DSV_7). Non-digital changes differ.

Question 12

What is a User Community in ITIL 4 DSV?

Answer 12

Users sharing knowledge, reducing support demand. Explanation: Fosters peer support (Module 4, ITIL4_DSV_7). Formal support or internal teams don’t apply.

Question 13

What is the Offer Stage in ITIL 4 DSV?

Answer 13

Customer articulates needs, provider designs offerings. Explanation: Aligns expectations (Module 1, ITIL4_DSV_5). Not agreement, onboarding, or consumption.

Question 14

What is Business Analysis in ITIL 4 DSV?

Answer 14

Identifying stakeholder needs and recommending solutions. Explanation: Clarifies requirements (Module 3, ITIL4_DSV_5). SLM or other practices focus elsewhere.

Question 15

What is Portfolio Management in ITIL 4 DSV?

Answer 15

Prioritizing services/initiatives to align with objectives. Explanation: Validates value (Module 3, ITIL4_DSV_8). Uses MoSCoW, not contract or tech focus.

Question 16

What is a Service Custodian in ITIL 4 DSV?

Answer 16

Role coordinating suppliers for cohesive delivery (e.g., SIAM). Explanation: Ensures value (Module 2, ITIL4_DSV_3). Not a single supplier or technical role.

Question 17

What is Psychographic in ITIL 4 DSV?

Answer 17

Market segmentation based on values/preferences (e.g., eco-friendliness). Explanation: Targets stakeholders (Module 2, ITIL4_DSV_2). Not behavioral or demographic.

Question 18

What is mutual readiness in the Service Relationship Ladder in ITIL 4 DSV?

Answer 18

Evaluate provider and consumer capabilities for collaboration. Explanation: Ensures partnership readiness (Module 2, ITIL4_DSV_3). Other ladder steps focus on trust or needs.

Question 19

What are the steps of the Service Relationship Ladder in ITIL 4 DSV?

Answer 19

1. Create environments, 2. Build trust, 3. Understand provider capabilities, 4. Understand customer needs, 5. Assess mutual readiness. Explanation: Builds relationships for value (Module 2, ITIL4_DSV_3). Not contract or technical steps.

Question 20

What does ‘blocking access to old ways’ mean in onboarding for ITIL 4 DSV?

Answer 20

Restricting outdated systems to ensure adoption. Explanation: OCM tactic for sustained improvement (Module 4, ITIL4_DSV_6). Not training, informing, or incentivizing.

Question 21

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

Answer 21

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

Question 22

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 22

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

Question 23

Which is an example of mutual readiness assessment in a partnership? A. Independent review, B. Joint risk management plan, C. Standardizing data protocols, D. Discussing trends

Answer 23

B. Joint risk management plan. Explanation: Mutual readiness assesses alignment (B) (Module 2, ITIL4_DSV_3). A is unilateral, C technical, D informal (Mock B #7).

Question 24

In selecting strategic services, which factor is important? A. Social media trends, B. Need to improve over time, C. Ability to perform, D. Profit margins

Answer 24

B. Need to improve over time. Explanation: Continual improvement sustains value (Module 2, ITIL4_DSV_3). A tactical, C baseline, D financial (Mock B #9).

Question 25

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

Answer 25

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

Question 26

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 26

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

Question 27

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

Answer 27

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 28

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

Answer 28

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 29

Which practice helps update digital library resources? A. Service desk, B. SLM, C. Service request management, D. Service catalogue management

Answer 29

C. Service request management. Explanation: Handles update requests, ensuring value (Module 4, ITIL4_DSV_6). A supports, B sets SLAs, D defines offerings (Mock B #24).

Question 30

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 30

C. Customizable tools, frequent communication (3,4). Explanation: Adaptable tools and communication suit volatility (Module 4, ITIL4_DSV_8). 1 rigid, 2 static (Mock B #31).

Question 31

Which activity validates service value in a cloud partnership? A. Demand analysis, B. Performance reporting, C. Market research, D. Customization

Answer 31

B. Performance reporting. Explanation: Metrics validate value (Module 4, ITIL4_DSV_8). A plans, C explores, D implements (Mock B #33).

Question 32

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 32

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

Question 33

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 33

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 34

A retailer’s new CRM has low adoption due to staff using old email systems. How should OCM ensure adoption? A. Increase oversight, B. Disable email access, C. Share cost benefits, D. Offer training

Answer 34

B. Disable email access. Explanation: Blocking access ensures adoption, per OCM’s sustained improvement (Module 4, ITIL4_DSV_6). A demotivates, C informs, D supports but doesn’t enforce (Scenario #1).

Question 35

A bank’s new payment system faces resistance due to complex interfaces. How applies ‘Keep It Simple’ principle? A. Simplify UI, B. Redesign processes, C. Mandate use, D. Technical docs

Answer 35

A. Simplify interface and guides. Explanation: Simplification supports OCM adoption, per ‘Keep It Simple’ (Module 4, ITIL4_DSV_6). B redesigns, C mandates, D overwhelms (Scenario #2).

Question 36

A telecom firm’s ticketing system has unclear benefits. What OCM action demonstrates value? A. Stakeholder map, B. Success stories, C. Automate tickets, D. Monitor performance

Answer 36

B. Share success stories. Explanation: Demonstrates OCM’s ‘demonstrated value’ (Module 4, ITIL4_DSV_6). A plans, C technical, D monitors (Scenario #3).

Question 37

A healthcare provider’s app struggles with user navigation. What improves the journey? A. Market campaign, B. FAQs in onboarding, C. Support skills in co-create, D. Surveys in realize

Answer 37

B. FAQs/videos in onboarding. Explanation: Enhances adoption, shifting left (Module 4, ITIL4_DSV_8). A markets, C misaligned, D late (Scenario #4).

Question 38

An IT firm’s cloud service partnership lacks value validation. What activity helps? A. Demand forecasting, B. Performance reporting, C. Market research, D. Customization

Answer 38

B. Performance reporting. Explanation: Metrics validate value (Module 4, ITIL4_DSV_8). A plans, C explores, D implements (Scenario #5).

Question 39

A startup uses a new CRM. How does mutual readiness ensure success? A. Independent review, B. Joint training plan, C. Data standards, D. Trend discussions

Answer 39

B. Joint training plan. Explanation: Assesses alignment for collaboration (Module 2, ITIL4_DSV_3). A unilateral, C technical, D informal (Scenario #6).

Question 40

A retailer segments eco-friendly customers. What market type? A. Behavioural, B. Demographic, C. Geographic, D. Psychographic

Answer 40

D. Psychographic. Explanation: Based on values (Module 2, ITIL4_DSV_2). A actions, B age/income, C location (Scenario #7).

Question 41

A service desk misclassifies issues. What improves accuracy? A. Surveys, B. Automation, C. Extended hours, D. Agent training

Answer 41

D. Agent training. Explanation: Enhances accuracy, reducing toil (Module 4, ITIL4_DSV_6). A feedback, B technical, C access (Scenario #8).

Question 42

A firm’s new tool faces resistance. How does portfolio management help? A. Manage teams, B. Select suppliers, C. Analyze needs, D. Prioritize initiatives

Answer 42

D. Prioritize initiatives. Explanation: Aligns with objectives, using MoSCoW (Module 3, ITIL4_DSV_8). A relationships, B suppliers, C analysis (Scenario #9).

Question 43

A provider designs a ticketing system. How does business analysis help? A. Set SLAs, B. Clarify requirements, C. Monitor performance, D. Automate processes

Answer 43

B. Clarify requirements. Explanation: Ensures needs are met, shifting left (Module 3, ITIL4_DSV_5). A contractual, C monitors, D technical (Scenario #10).