Peoplecert ITIL-DSV ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) Online Training

Question #11

After drawing the service value streams, some bottlenecks are apparent. To improve this, an organization will make use of:

A . User-Centered Design
B . Lean Techniques
C . Service Design Thinking
D . Agile Development

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Correct Answer: B
B

Explanation:

When bottlenecks are identified in service value streams, it is crucial to apply methodologies that are specifically designed to optimize processes, eliminate waste, and improve flow. Lean techniques are most appropriate for this purpose.

Lean Techniques:

Lean techniques focus on optimizing processes by identifying and eliminating waste, improving flow, and increasing efficiency. This approach is well-suited for addressing bottlenecks in service value streams as it emphasizes continuous improvement and the elimination of non-value-adding activities.

Reference: ITIL 4 integrates Lean principles to enhance value stream effectiveness by reducing waste and improving process flow, particularly when bottlenecks are identified (ITIL 4 High-velocity IT, Drive Stakeholder Value).

User-Centered Design:

User-Centered Design focuses on designing products and services that meet the specific needs of

users, emphasizing usability and user experience. While valuable, it is not primarily aimed at process

optimization or addressing bottlenecks.

Reference: ITIL 4 mentions User-Centered Design in the context of enhancing user experience, but it does not focus on resolving operational bottlenecks.

Service Design Thinking:

Service Design Thinking is an approach used to design and improve service experiences. While it involves improving service delivery, it does not specifically target the identification and removal of process inefficiencies.

Reference: ITIL 4 includes Service Design Thinking as part of service design but not necessarily as a tool for process optimization in response to identified bottlenecks. Agile Development:

Agile Development focuses on iterative development and delivering incremental value. While Agile principles can be used to adapt and improve processes, Lean techniques are more directly related to eliminating inefficiencies in value streams.

Reference: ITIL 4 highlights Agile methodologies for their flexibility and iterative nature but emphasizes Lean for process optimization and efficiency.

Conclusion:

To address bottlenecks in service value streams effectively, an organization should use Lean Techniques, which are designed to optimize processes, reduce waste, and improve the overall flow of work.

Question #12

A hotel organization launched an app to enable their customers to customize their menu during their stay.

What is this an example of?

A . Wants
B . Emotions
C . Needs
D . Stereotype

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Question #13

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?

A . Positive Listening
B . Attentive Listening
C . Selective Listening
D . Empathic listening

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Question #14

An organization’s business-critical service is experiencing frequent downtimes and slow performances.

What do you suggest to improve the situation?

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

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Question #15

An organization is looking for a service provider to support them in their digital transformation.

As part of the service provider, what would be the first focus of your interactions?

A . Display the proof of the capabilities to deliver your products consistently.
B . Display solutions implemented at other customers within the same industry.
C . Understanding the customer purposes, issues, and needs.
D . Understanding the utility and warranty requirements to create the most value for the customers.

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Question #16

A moment of truth is best described as:

A . The moment the agreement is signed as part of the offer phase.
B . The renewal of the contract when a deadline has been set.
C . A key touchpoint in which the user changes its impression of the service.
D . The moment when mutual readiness is assessed.

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Question #17

A service provider is launching a new service.

What is an appropriate method to encourage the demand for this service?

A . Introduce a freeze period before the deadline.
B . Add a cancellation fee to the order.
C . Set an early-bird price.
D . Increase the overall price of the service.

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Question #18

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 . Users do not have sufficient skills to use the new tools.
B . No formal records under service provider’s control.
C . Service can have privacy concerns for the users.
D . Service has limited scalability.

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Question #19

A service provider is failing its service level targets on a monthly basis. The resolution time of priority 1 incidents is breached frequently.

As the Incident Manager for the service provider, which action will you take?

A . Improve the triage step to guide priority 1 incidents to specialised groups.
B . Shift all service desk employees to the priority 1 incidents when they happen.
C . Add additional staff to the service desk team.
D . Remove the triage step as this slows down the incident resolution.

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Question #20

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 . Number and frequency of users errors
B . Customers churn rate
C . Average rating given by the users to the service
D . Number of transactions where users used the interface help

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