ITIL DSV WEAK AREA REVISED

Question 2

What is a service interaction in ITIL 4 DSV?

Answer 2

A value co-creating reciprocal action between a service provider and consumer. Explanation: Involves mutual collaboration to deliver outcomes (Module 1, ITIL4_DSV_1). Not a one-way action (e.g., provider only), contract (formal agreement), or technical process (e.g., data transfer). Related: Customer Journey, Value Co-Creation.

Question 3

What is a persona in ITIL 4 DSV?

Answer 3

A fictitious yet realistic description of a typical or target customer/user. Explanation: Guides service design to meet stakeholder needs (Module 1, ITIL4_DSV_1). Not a real user (actual person), group (e.g., team), or technical profile (e.g., system role). Related: Stakeholder Analysis, Customer Journey.

Question 4

What is service blueprinting in ITIL 4 DSV?

Answer 4

A visual map of service processes, touchpoints, and interactions to optimize delivery. Explanation: Enhances customer journey design by identifying inefficiencies (Module 1, ITIL4_DSV_1). Not a contract (SLA), technical diagram (e.g., architecture), or strategy (e.g., business plan). Related: Customer Journey, Touchpoint.

Question 5

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

Answer 5

A framework balancing economic, social, and environmental value in service delivery. Explanation: Ensures sustainable outcomes (Module 4, ITIL4_DSV_8). Not purely financial (e.g., profit only), operational (e.g., efficiency), or compliance-focused. Related: Value Realization, Sustainability.

Question 6

What is toil in ITIL 4 DSV?

Answer 6

Repetitive, manual work in service operations, reduced via automation. Explanation: SRE minimizes toil to enhance efficiency (Module 3, ITIL4_DSV_4). Not strategic (e.g., planning), creative (e.g., design), or one-time tasks (e.g., project). Related: Site Reliability Engineering, Automation.

Question 7

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

Answer 7

1. Focus on Value, 2. Start Where You Are, 3. Progress Iteratively with Feedback, 4. Collaborate and Promote Visibility, 5. Think Holistically, 6. Keep It Simple, 7. Optimize and Automate. Explanation: Guide stakeholder engagement and service design (Modules 1–4). Non-ITIL principles (e.g., generic management) don’t apply. Related: Value Co-Creation, Service Value System.

Question 8

What is shifting left in ITIL 4 DSV?

Answer 8

Moving tasks like testing or feedback earlier in the service lifecycle. Explanation: Enhances quality, reduces toil, and accelerates value (Module 3, ITIL4_DSV_4). Not later tasks (e.g., post-deployment), non-iterative processes (e.g., rigid waterfall), or unrelated activities (e.g., marketing). Related: Business Analysis, Continual Improvement.

Question 9

What is the MoSCoW technique in ITIL 4 DSV?

Answer 9

A prioritization method categorizing requirements as Must have, Should have, Could have, Won’t have. Explanation: Aligns service features with stakeholder value (Module 3, ITIL4_DSV_4). Not ad-hoc prioritization, cost-based ranking, or rigid mandates. Related: Portfolio Management, Business Analysis.

Question 10

What is SWOT analysis in ITIL 4 DSV?

Answer 10

A strategic tool assessing Strengths, Weaknesses, Opportunities, and Threats. Explanation: Informs stakeholder and market decisions (Module 2, ITIL4_DSV_2). Not PESTLE (external macro factors), financial analysis, or operational metrics. Related: Stakeholder Analysis, PESTLE.

Question 11

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

Answer 11

Net Promoter Score (NPS). Explanation: Measures likelihood of customers recommending the service, reflecting satisfaction (Module 4, ITIL4_DSV_8). Not technical metrics (e.g., uptime), operational (e.g., tickets resolved), or financial (e.g., revenue). Related: Service Level Management, Value Realization.

Question 12

What is Digital Transformation in ITIL 4 DSV?

Answer 12

Integrating digital technologies to transform operations, processes, and value delivery. Explanation: Enhances stakeholder experience via digital solutions (Module 3, ITIL4_DSV_7). Not non-digital changes (e.g., process reengineering), tech upgrades (e.g., hardware), or cost-cutting. Related: OCM, Value Co-Creation.

Question 13

What is a User Community in ITIL 4 DSV?

Answer 13

A group of users sharing knowledge and peer support, reducing provider support demand. Explanation: Fosters value co-creation via collaboration (Module 4, ITIL4_DSV_7). Not formal support (e.g., service desk), internal teams (e.g., IT staff), or mandatory groups. Related: Relationship Management, Service Desk.

Question 14

What is the Offer Stage in ITIL 4 DSV?

Answer 14

The customer journey stage where consumers articulate needs, and providers design service offerings. Explanation: Aligns expectations before agreement (Module 1, ITIL4_DSV_5). Not agreement (contract signing), onboarding (user enablement), or consumption (service use). Related: Business Analysis, Value Proposition.

Question 15

What is Business Analysis in ITIL 4 DSV?

Answer 15

Identifying stakeholder needs, analyzing requirements, and recommending solutions. Explanation: Clarifies needs for service design (Module 3, ITIL4_DSV_5). Not SLM (SLA monitoring), monitoring (e.g., performance), or automation (e.g., workflows). Related: Offer Stage, Stakeholder Analysis.

Question 16

What is Portfolio Management in ITIL 4 DSV?

Answer 16

Prioritizing and managing services/initiatives to align with organizational objectives. Explanation: Validates value by selecting high-impact initiatives (Module 3, ITIL4_DSV_8). Not contract management, tech upgrades, or financial budgeting. Related: MoSCoW, Value Realization.

Question 17

What is a Service Integrator in ITIL 4 DSV?

Answer 17

A role in SIAM coordinating multiple suppliers for cohesive service delivery. Explanation: Ensures value through supplier alignment (Module 2, ITIL4_DSV_3). Not a single supplier (one provider), technical role (e.g., sysadmin), or non-SIAM model (e.g., ad-hoc). Related: SIAM, Relationship Management.

Question 18

What is Psychographic in ITIL 4 DSV?

Answer 18

Market segmentation based on customer values, beliefs, and preferences (e.g., eco-friendliness). Explanation: Targets stakeholders for tailored services (Module 2, ITIL4_DSV_2). Not behavioral (actions), demographic (age/income), or geographic (location). Related: Value Proposition, Stakeholder Analysis.

Question 19

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

Answer 19

Evaluating provider and consumer capabilities for effective collaboration. Explanation: Ensures partnership readiness (Module 2, ITIL4_DSV_3). Not trust-building (earlier step), needs analysis (separate step), or contract signing (post-ladder). Related: Relationship Management, SIAM.

Question 20

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

Answer 20

1. Create environments for relational patterns, 2. Build trust, 3. Understand provider capabilities, 4. Understand customer needs, 5. Assess mutual readiness. Explanation: Builds relationships for value co-creation (Module 2, ITIL4_DSV_3). Not contractual, technical, or operational steps. Related: Relationship Management, Mutual Readiness.

Question 21

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

Answer 21

Restricting outdated systems/processes to ensure new service adoption. Explanation: OCM tactic for sustained improvement (Module 4, ITIL4_DSV_6). Not training (supports adoption), informing (e.g., benefits), or incentivizing (e.g., bonuses). Related: OCM, Continual Improvement.

Question 22

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 22

C. Identify specific customer behavior and outcomes. Explanation: Mapping identifies why customers leave, enabling targeted improvements (Module 1, ITIL4_DSV_1). A (risk elimination) is secondary, B (optimal value) is an outcome, D (cheaper services) not primary. Related: Service Blueprinting, Persona (Mock A #1).

Question 23

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

Answer 23

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

Question 24

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 24

C. Key touchpoint changing user impression. Explanation: Shapes user experience, critical for value (Module 1, ITIL4_DSV_8). A–B contractual, D partnership-focused. Related: Customer Journey, Service Interaction (Mock A #35).

Question 25

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 25

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. Related: Four Dimensions, Relationship Management (Mock B #5).

Question 26

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 26

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

Question 27

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

Answer 27

C. Service Integrator. Explanation: Coordinates suppliers in SIAM for cohesive delivery (Module 2, ITIL4_DSV_3). A–B sourcing approaches, D invalid. Related: SIAM, Relationship Management (Mock B #8).

Question 28

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 28

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

Question 29

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

Answer 29

B. Relationship management. Explanation: Fosters collaboration for feedback flow (Module 2, ITIL4_DSV_3). A user-facing, C analyzes, D prioritizes. Related: Service Relationship Ladder, OCM (Mock B #10).

Question 30

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 30

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. Related: SIAM, Service Integrator (Mock B #11).

Question 31

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 31

B. Service level management. Explanation: SLM sets/monitors SLAs for consistency (Module 3, ITIL4_DSV_5). A delivers, C defines, D handles requests. Related: Customer Experience Metric, OCM (Mock A #22).

Question 32

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 32

C. Business analysis. Explanation: Clarifies requirements, shifting left (Module 3, ITIL4_DSV_5). A supports, B defines, D prioritizes. Related: Offer Stage, Value Proposition (Mock A #18).

Question 33

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

Answer 33

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

Question 34

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 34

C. Iterative feedback loop. Explanation: Enables UI improvements, per ‘Progress Iteratively’ (Module 3, ITIL4_DSV_4). A markets, B analyzes, D cost-focused. Related: Guiding Principles, Continual Improvement (Mock B #14).

Question 35

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

Answer 35

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. Related: OCM, Blocking Access (Mock B #21).

Question 36

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

Answer 36

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

Question 37

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 37

C. Employee retention improves external service quality. Explanation: Enhances customer-facing quality, driving profit (Module 4, ITIL4_DSV_8). A internal, B employee-focused, D partial. Related: Triple-Bottom Line, Value Realization (Mock A #36).

Question 38

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 38

D. Portfolio management. Explanation: Prioritizes initiatives for value (Module 3, ITIL4_DSV_8). A manages teams, B suppliers, C analyzes. Related: MoSCoW, Value Realization (Mock A #40).

Question 39

Which approaches track value in a 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 39

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

Question 40

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

Answer 40

B. Performance reporting. Explanation: Metrics validate value delivery (Module 4, ITIL4_DSV_8). A plans, C explores, D implements. Related: SLM, Triple-Bottom Line (Mock B #33).

Question 41

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 41

B. RfP from organization. Explanation: RfP details needs for design (Module 3, ITIL4_DSV_5). A/D misaligned stages, C risks errors. Related: Offer Stage, Business Analysis (Mock B #34).

Question 42

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 42

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. Related: User Community, Toil (Mock B #37).

Question 43

A retailer’s new CRM has low adoption due to email system use. How should OCM ensure adoption? A. Oversight, B. Disable email, C. Share benefits, D. Training

Answer 43

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. Related: Blocking Access, Continual Improvement (Scenario #1).

Question 44

A bank’s 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 44

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. Related: Guiding Principles, OCM (Scenario #2).

Question 45

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 45

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

Question 46

A healthcare app struggles with navigation. What improves the journey? A. Marketing, B. FAQs in onboarding, C. Support skills in co-create, D. Surveys in realize

Answer 46

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

Question 47

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

Answer 47

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

Question 48

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 48

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

Question 49

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

Answer 49

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

Question 50

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

Answer 50

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

Question 51

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 51

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

Question 52

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

Answer 52

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