2Pass4sure ITIL-DSV Dumps Real Exam Questions Test Engine Dumps Training [Q47-Q71]

ITIL-DSV ITIL

admin • August 25, 2026

2Pass4sure ITIL-DSV Dumps Real Exam Questions Test Engine Dumps Training [Q47-Q71]

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2Pass4sure ITIL-DSV Dumps Real Exam Questions Test Engine Dumps Training

ITIL ITIL-DSV exam dumps and online Test Engine

ITIL ITIL-DSV Exam Syllabus Topics:

Topic	Details
Topic 1	Service Level Management: This module equips IT service managers and service level managers with the skills to establish, monitor, and report on service levels to ensure they meet stakeholder requirements and agreements.
Topic 2	Customer Journey Mapping: This module provides customer experience professionals and service designers with the tools to map the customer journey. It involves identifying critical touchpoints, pinpointing pain points, and discovering opportunities for enhancing the customer experience, leading to improved service outcomes.
Topic 3	Service Metrics and KPIs: In this module, IT service managers and performance analysts will learn how to define and utilize key performance indicators (KPIs) and metrics to measure, report, and enhance service performance.
Topic 4	Customer Experience Management: In this module, IT service managers and customer experience professionals will gain a deeper insight into the principles of creating and sustaining a positive customer experience. It focuses on strategies to ensure that services are designed and delivered with the customer as the central focus, thereby enhancing overall satisfaction.
Topic 5	Understanding Stakeholder Needs and Expectations: This module guides IT service managers and professionals in identifying, assessing, and prioritizing the needs and expectations of diverse stakeholders, including customers, employees, partners, and regulators.

Q47. Which charging mechanism could cause the price of a service to change depending on the time of day?

Differential charging

Cost

Cost plus

Market price

Q48. An organization just added a voice assistant on its vacuum cleaners.
The marketing team is preparing the launch of the appliance. What is the correct approach they should consider?

Consider reducing the prices to reach a bigger customer base.

Consider increasing the warranty and a service contract for maintenance in the future.

Consider sparking the customer’s interest and focus on the benefits of the voice assistant.

Consider setting up a peer-to-peer support programme on your website to grow the community organically.

Q49. 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?

Start by reviewing organizational policies for sourcing services, then identify the most important criteria for selecting a service provider, and use a ‘decision matrix’ to compare service providers

Start by understanding the cost of procuring the service internally and externally, then ask internal and external service providers to complete a ‘request for quotation1 documenting their preferred solution

Start by asking the internal service provider to develop the required skills, then use these newly developed skills to create and deliver the new service internally

Start by analysing and documenting the detailed service requirements, then ask external serviceproviders to respond to a ‘request for information1 documenting how they would deliver to these requirements

Q50. 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

Q51. 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?

Weighted Job First

Minimum Viable Product

Establish Pull

User Story Mapping

Q52. 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?

The service provider will be able to get optimal value out of the service it is delivering.

The customer’s risks will be removed when using the service.

The service provider will be able to identify and understand specific customer’s behavior and outcomes.

The customer will have cheaper services because of the customer journey.

Q53. 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?

Not more than 15 minutes of data can be lost.

The service should be available 24/7, 99,99% of the time.

The data should be kept recorded for 10 years.

The service should combine the data from different sources.

Q54. 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?

Introducing component capacity management

Introducing differential charging

Building a customer business case

Analysing patterns of business activity

Q55. 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.

Q56. 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

2 and 3

3 and 4

1 and 4

1 and 2

Q57. An organization is negotiating and agreeing the service levels for a social media site.
Which is an example of a measure of utility that should be included in the service level agreement?

The number of network failures per day

The number of photo formats supported for upload

The time taken to detect and report security breaches

The time taken for social media pages to refresh

Q58. A service provider has built a ‘cooperative relationship’ with a customer.
Which activity are they MOST LIKELY to use to validate the services that are provided?

Review of costs of service provider technology upgrades

Joint service reviews of achievements of service targets

Continual tracking and analysis of the outcomes, costs, and risks

Ad-hoc joint service reviews of costs and benefits

Q59. A hotel organization launched an app to enable their customers to customize their menu during their stay.
What is this an example of?

Wants

Emotions

Needs

Stereotype

Q60. Which activity describes user-centered service design?

Using value stream mapping to identify a set of user requirements

Building a prototype of the minimum functionality that can be produced quickly

Balancing user experience with the technical and business requirements

Applying the MoSCoW technique to a set of user requirements

Q61. Different types of service relationships require different approaches to assessing mutual readiness. Which of the following statements is CORRECT?

Readiness to change is crucial for a basic relationship

Readiness to collaborate is crucial for a partnership relationship

Assessment of capability, maturity and past performance is crucial for a partnership relationship

Readiness to collaborate is crucial for a basic relationship

Q62. 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?

Forecast the required demand and planning to the provider.

Focus on the value the cables are delivering to the bank and praise them for it.

Create user accounts for the provider during the onboarding stage.

Invite the provider as part of the project board.

When managing suppliers, particularly in a scenario involving significant changes like upgrading physical network cabling during branch renovations, ITIL 4 emphasizes the importance of effective engagement with suppliers to ensure alignment with the organization’s goals and successful delivery of value. Here’s a detailed explanation of why inviting the provider as part of the project board is the correct approach:
* Collaboration and Visibility (ITIL Guiding Principle: Collaborate and Promote Visibility):ITIL 4 stresses that collaboration is key when engaging with suppliers. By inviting the cabling provider to be part of the project board, you are fostering a collaborative environment where the supplier is fully aware of the project’s scope, objectives, and timelines. This ensures that the provider can align their efforts with the organization’s expectations and contribute to decision-making processes, enhancing project visibility and reducing the risk of misalignment.
* Ensuring Stakeholder Value (Drive Stakeholder Value – Engagement):According to the ITIL 4 Drive Stakeholder Value module, successful engagement involves understanding and influencing stakeholder needs and ensuring their value is realized. Including the cabling provider in the project board allows for direct communication, enabling the provider to understand the value the organization expects from the project. It also allows the organization to influence the provider’s work to ensure it meets the necessary standards and timelines.
* Governance and Accountability (ITIL 4 – Governance):Governance in ITIL 4 ensures that all participants are accountable for their roles within the service value system. By having the provider on the project board, the organization can ensure that the provider is held accountable for their responsibilities in the project, including adherence to timelines, quality standards, and budget constraints. This structured approach to governance helps in mitigating risks associated with the supplier’s performance.
* Service Value System Integration (ITIL 4 – Service Value Chain Activities):Inviting the supplier to the project board integrates them into the organization’s service value chain. It enables better coordination across the value chain activities such as “Plan,” “Engage,” and “Deliver and Support.” This integration is crucial for ensuring that the supplier’s contributions effectively support the overall project outcomes.
* Experience and Outcome Focus (Drive Stakeholder Value – Experience):ITIL 4 emphasizes the importance of managing stakeholders’ expectations and focusing on outcomes. Direct involvement of the supplier in the project board helps in setting clear expectations regarding the project outcomes, such as the quality and performance of the network cabling. This engagement ensures that the supplier is fully committed to delivering the desired results, thereby enhancing the overall experience for the organization.
Why Not the Other Options?
* Option A (Forecasting demand and planning):While forecasting and planning are important, they are typically part of the initial engagement and do not constitute ongoing collaboration during the project execution, which is crucial for complex projects like network upgrades.
* Option B (Focusing on the value delivered):Praising the provider for the value delivered is positive, but it does not involve them in the strategic decision-making process or hold them accountable in the way that participation in the project board does.
* Option C (Creating user accounts during onboarding):While onboarding is important, creating user accounts is a technical step rather than a strategic engagement. It does not contribute to the strategic alignment and oversight that being on the project board provides.

Q63. Which activity, carried out by both the service provider and the service consumer, enables service provision and consumption to start?

Building trust

Onboarding

Designing the customer journey

Assessing mutual readiness

Q64. A service provider is onboarding a large customer with a complex user base. It is advised that the service provider manages this as a:

Programme

Project

Emergency Change

Normal Change

Q65. 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.

Q66. A consumer organization is making significant changes to the technologies used by its employees, and is discussing those changes with its service provider.
How can the service provider BEST demonstrate the capability to meet the needs of the consumer organization?

Ensure there are adequate knowledge and skills to support the customer’s changes

Ensure there is adequate capacity to meet the increased demand of the changes

Be respectful of the consumer organization’s decision to make these changes

Respond in a timely manner to the customer’s enquiries

Q67. A service provider is launching a new service. What is an appropriate method to encourage the demand for this service?

Introduce a freeze period before the deadline.

Add a cancellation fee to the order.

Set an early-bird price.

Increase the overall price of the service.

Q68. 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.

Q69. 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?

Establishing omnichannel communications

Automating the logging of user emails

Providing multichannel support

Providing a self-service portal

Q70. What is a challenge when onboarding individual consumers?

Handling a large number of service consumers with different skills

Ensuring the sponsor agrees the level of service that the consumer receives

Returning consumer equipment and cancelling user rights

Identifying and documenting service requirements

Q71. 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.