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ITIL Updated ITIL-DSV Exam Questions and Answers by samantha

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ITIL ITIL-DSV Exam Overview :

Exam Name: ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV)
Exam Code: ITIL-DSV Dumps
Vendor: ITIL Certification: ITIL 4 Managing Professional
Questions: 80 Q&A's Shared By: samantha
Question 20

An organization will navigate through a digital transformation. What would help the service provider to maintain a good relationship during this time of organizational change?

Options:

A.

Carry out customer satisfaction surveys regularly and take action on the results.

B.

Lower the billing margin during the transformation period.

C.

Increase the service levels during the transformation period.

D.

Guarantee all downtimes will be solved within the agreed targets.

Discussion
Question 21

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?

Options:

A.

Positive Listening

B.

Attentive Listening

C.

Selective Listening

D.

Empathic listening

Discussion
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Question 22

An organization's customers have historically been satisfied with the functionality and performance of its services. Recently, however, the organization is getting complaints about both the performance of the services and areas, such as sales and customer support. How can the organization BEST collect the information needed to address these complaints?

Options:

A.

Use feedback from service reviews to assess value realization

B.

Conduct satisfaction surveys after service interactions

C.

Gather customer service performance metrics and map to SLAs

D.

Gather customer experience and service level metrics

Discussion
Question 23

A service provider has recently released an upgrade to its payroll service. The service provider had told the customer that the upgrade would include functionality to copy information from various other HR systems, to reduce the amount of manual data entry. However, this statement was not documented at the time and the proposed functionality was not included in design then.

Which practice includes activities which could have helped to avoid this situation?

Options:

A.

Portfolio management

B.

Service catalogue management

C.

Business analysis

D.

Service desk

Discussion
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