PEOPLECERT ITIL-DSV practice materials Questions Answers

Exam Code:
ITIL-DSV
Exam Name:
ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Exam
Last Update:
Jun 01,2026

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PEOPLECERT ITIL-DSV Questions for ITIL 4 Managing Professional Certification Exam 2026

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Total Questions: 0

Questions & Answers PDF

• Question 1

  

  A potential customer is having trouble agreeing on the level of service it requires. What is the best approach to consider to come to an agreement?

  • Involve service level management to align the service level to the customer's objectives.
  • Involve the legal department as the agreement should be clear and unambiguous.
  • Involve senior management to influence the customer to sign the contract.
  • Involve the project team to explain the service into detail to the customer.

  Reveal Answer Answer: A Next Question

• Question 2

  

  An organization is using an out-of-the-box service from a large service provider. How does the service provider know about the organization's needs?

  • The service provider's marketing and business analysis teams consider generic market needs, instead of the needs of this specific organization
  • The service provider's business analysis team negotiates detailed requirements with the organization during the 'offer' stage of the relationship
  • The organization provides a request for proposal (RfP) to the service provider, so they can understand the needs, and design the service to meet these needs
  • The service provider's 'service level management' team negotiates detailed requirements with the organization during the 'co-create' stage of the relationship

  Reveal Answer Answer: A Next Question

• Question 3

  

  An organization's business-critical service is experiencing frequent downtimes and slow performances. What do you suggest to improve the situation?

  • Improve the recovery time object of the critical services to minimize the impact on the service value.
  • Coordinate with the business to understand how the services are aligned to the business goals.
  • Scale up the underlying infrastructure to increase the resilience of the service.
  • Match the usage of the services to the downtimes and propose actions to spread the demand.

  Reveal Answer Answer: B Next Question

• Question 4

  

  An organization is evaluating the advantages and disadvantages of replacing its legacy information systems withcloud-based services as a part of its strategic plan. The market is extremely competitive, so the organization wants toensure that all factors are considered.Which technique would allow this organization to BEST understand the external factors that could influence thisdecision?

  • Business analysis
  • PESTLE analysis
  • Stakeholder analysis
  • Four dimensions assessment

  Reveal Answer Answer: B Next Question

• Question 5

  

  An organization is encouraging its staff to work from home instead of the office. This has caused changes to how andwhen users access services.Which aspect of 'managing demand and opportunities' would provide a better understanding of this situation?

  • Introducing component capacity management
  • Introducing differential charging
  • Building a customer business case
  • Analysing patterns of business activity

  Reveal Answer Answer: D Next Question

• Question 6

  

  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?

  • Service request management
  • Service desk
  • Service level management
  • Service catalogue management

  Reveal Answer Answer: D Next Question

• Question 7

  

  A service consumer has asked a commercial service provider to develop a new document storage service. The service consumer has a limited budget and the employees that will use the service have a long list of requirements. Which is the BEST approach for collecting the requirements?

  • Work with the users to establish a set of requirements and involve the customer in clarifying and agreeing the requirements
  • Work with the customer to identify the requirements for utility and warranty and inform the users of what has been agreed
  • Hold a workshop with the customer to develop a solution for the document storage service and obtain their agreement before starting development
  • Arrange a number of workshops with the users to identify a set of requirements and obtain their agreement before commencing development

  Reveal Answer Answer: B Next Question

• Question 8

  

  An organization is looking for a service provider to support the less critical services. How would you describe the needs of the organization?

  • Measurable financial targets to optimize the value of the service and total cost of ownership.
  • Utility based requirements linked to the current service solution to reduce the impact during the digital transformation.
  • Measurable outcomes and goals giving the service provider the opportunity to take ownership of the service it is providing.
  • Value-based value streams to be followed by the service provider with clear and measurable targets.

  Reveal Answer Answer: C Next Question

• Question 9

  

  Just minutes before the service desk operations close for the day, a user calls with an urgent request. What would be the BEST way to respond to the request?

  • Log a ticket and work on it during the agreed business hours.
  • Escalate to the second line team, the ticket remains within the service level agreement.
  • Assess the impact and decide to help the user even outside of the agreed business hours.
  • Listen and empathize with the user. Ask the user to call back during the agreed business hours.

  Reveal Answer Answer: C Next Question

• Question 10

  

  Which of the following is an advantage of a user community?

  • Super users are always available to help out users.
  • Peer support will reduce the risk of privacy violations.
  • Demand for user support decreases from the service provider.
  • A user community does not require any interference from the service provider.

  Reveal Answer Answer: C Next Question

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