In the ITIL DSV model, what is a key characteristic of a "Moment of Truth" in the customer journey?

How does ITIL DSV help organizations strengthen their relationship with stakeholders?

Which ITIL DSV practice is most useful for understanding customer touchpoints and interactions with a service?

What is the key benefit of adopting the ITIL DSV ‘Service Consumption’ principle?

Which ITIL DSV concept emphasizes the importance of clear communication between stakeholders?

What is the main objective of the ITIL DSV value co-creation process?

In ITIL DSV, which stakeholder group is primarily responsible for defining service expectations?

A service provider encourage their users to form a user support common. What is a potential benefit to the service provider?

Which is the BEST approach for a service consumer to use when they want to obtain services from a service provide?

Which is technique for identifying customers that have common demands?

A service provider is losing its customers at a rapid pace. The Service Manager wants to understand the reason and asks to draw out the customer journey for this. Why is this a good idea?

A service provider is onboarding new users. To ensure that the user is allowed to access the service, it requires a copy of the user's ID. What is this an example of?

A service provider is off-boarding a user. Which of the following actions is recommended?

What of the following is NOT an example of a service value driver?

An organization is identifying the needs for a new service. To ensure that the service is going to be fit for purpose, the organization has defined some requirements. Which of the following is the best way to specify the requirements?

A service provider wants to track if a customer is emotionally satisfied with the service it is providing. Which metric would help the MOST?

A service provider has chosen a shift-left approach to deliver new services to its users. This approach has been challenging for some users. What could be the reason?

A moment of truth is best described as:

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

A hotel organization launched an app to enable their customers to customize their menu during their stay. What is this an example of?

A start-up wants to launch a new service. As funding is limited, which of the following is the best technique that they can use?

A service provider is onboarding a large customer with a complex user base. It is advised that the service provider manages this as a:

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?

A service provider has received information from market analysis which shows that there is strong demand for one of its products in countries in which it does not usually operate. Which activity should the service provider perform now?

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?

In consideration to the complaints of long waiting times, an organization wants to improve its service desk. Which is the most appropriate action that the Service Desk Manager should consider?

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

An organization is rebranding and renovating its branches. As part of the renovation, the physical network cabling is to be upgraded. You are responsible to manage the supplier. How will you engage with the cabling provider?

An organization wants to grow its customer base as it is currently experiencing a decline in users. The target group includes people of 65+ of age, with at least one grandchild. During which stage is this usually done?

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 service provider is collecting requirements for a cloud-based document storage service. Which is an example of a utility requirement for this service?

Which charging mechanism could cause the price of a service to change depending on the time of day?

Different types of service relationships require different approaches to assessing mutual readiness. Which of the following statements is CORRECT?

Which activity, carried out by both the service provider and the service consumer, enables service provision and consumption to start?

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?

An organization is aiming to develop a partnership relationship with their service consumers. One of the objectives is to increase the level of trust and customers' satisfaction by establishing a service mindset across the organization. Which initiative is the BEST way to achieve it?

In the context of the 'five principles of service design thinking', which principle includes combining touchpoints and interactions into service moments?

Which statement about the end-to-end customer journey is CORRECT?Which approach would be BEST aligned to the 'design thinking' methodology at this initial 'empathy' stage?

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?

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

Which TWO are possible checks for ensuring user entitlement before access to a service is provided?
1. Performing annual identity checks for all users
2. Confirming user identity when users contact the service desk team for support
3. Ensuring users receive training for services that require certification
4. Performing security checks when necessary to prove user identity

An internal IT service provider does not have all the skills needed to create and deliver a new service, but could develop them with enough time. There are many external service providers who can provide this service. Which approach should the organization follow to decide if they should use the internal service provider or to source the service externally?

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?

Which TWO are examples that can be handled as service requests?
1. A customer asks a service provider to design an app for staff to submit vacation requests
2. A staff member asks for a new barcode scanner from an internal IT department
3. A manager requires swift changes to user access rights for an employee
4. A service provider establishes a channel for users to submit emergency changes

Users contacting an organization's service desk team often complain that they are required to repeat information when communicating with different individuals and systems within the organization. Specialists that work with the service desk team also complain that they frequently do not get the information needed to handle user queries. What would resolve these issues for all stakeholders?

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