Online Access Free ITIL-DSV Exam Questions

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?

• A.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
• B.The service provider's 'service level management' team negotiates detailed requirements with the organization during the 'co-create' stage of the relationship
• C.The service provider's marketing and business analysis teams consider generic market needs, instead of the needs of this specific organization
• D.The service provider's business analysis team negotiates detailed requirements with the organization during the 'offer' stage of the relationship

An organization is considering outsourcing its data center. The Supplier Manager is analyzing the potential external service providers.
Which factor should NOT be considered by the Supplier Manager in the decision making process?

• A.Size of the organization
• B.Financial situation
• C.Patents filed year to date
• D.Geographic presence

The IT Manager of an organization is drafting the business case to move to the public cloud. The IT Manager seeks your advice to understand the approach that can be considered. What is the best approach that you will suggest?

• A.Put continual improvement at the center of this initiative and use all the ITIL guiding principles.
• B.Draw up a customer journey map of all different types of customers to understand the value the service brings.
• C.Map out the SWOT analysis and perform a risk analysis to understand which services are ready to be migrated to the public cloud.
• D.Organize an onboarding workshop with all stakeholders early in the process, this will increase the customer's engagement.

Users often do not provide feedback because they do not believe it will be addressed. Which is the BEST method for encouraging users to submit feedback in this situation?

• A.Making feedback processing visible for everyone
• B.Automating responses to all users' feedback
• C.Providing information about users' feedback to customers
• D.Having regular face-to-face feedback sessions with users

A service provider is receiving complaints from the users about the migration to a new service. The users are finding difficult to identify and use features of the migrated service. What would have helped to prevent this?

• A.All changes should be assessed and prioritized.
• B.An e-learning course describing migration of service should be easily available to the users.
• C.The outcomes should be part of the service level agreement.
• D.The users should be marked as an important stakeholder in the stakeholder map.