PeopleCert ITIL 4 Specialist: Drive Stakeholder Value ITIL-DSV ITL4SDSV Exam Practice Test

Answer : C

A service value driver is a factor that directly contributes to the value a service provides to the consumer. It is typically something that enhances the user experience, improves efficiency, or reduces cost.

Option A (Incorrect): Resetting a PIN code is a basic service action that directly impacts user experience and can be considered a service value driver.

Option B (Incorrect): Providing a new cell phone is a tangible benefit that directly contributes to the service's value from the user's perspective.

Option C (Correct): Automatically renewing a contract is not a direct service value driver. While it may be a convenience, it does not directly enhance the service's utility, performance, or user experience. Instead, it is more of an administrative action.

Option D (Incorrect): Access to the mobile network is a core aspect of the service and is directly tied to the value that users derive from the service.

Answer : B

The practice that would most help improve a situation where an organization's culture encourages hiding mistakes is 'Relationship management, by developing and communicating values and principles.' ITIL 4 highlights the role of relationship management in fostering a culture of transparency and trust. By promoting open communication and ethical behavior, relationship management can address cultural issues that hinder improvement and innovation.

Answer : A

Provision of Access to Resources:

This involves enabling users to use specific services, applications, or resources provided by the service provider. In this case, allowing customers to access the mobile network is a clear example of granting access to a resource.

Incorrect Options:

B: Interaction with operant service provider resources refers to how users engage with the active, operational aspects of the service, but this is more about the ongoing use rather than the initial access provision.

C: Joint Service actions involve collaborative activities between the service provider and the user, not merely providing access.

D: Transfer of goods implies a physical exchange of products, which is not relevant in the context of accessing a mobile network.

Answer : D

In ITIL 4, a 'Co-creation Relationship' is a collaborative approach where both the service provider and the service consumer work closely together to create value. In this scenario, the organization understands the importance of optimizing its own way of working to successfully leverage a 'Platform as a Service' (PaaS) solution. This demonstrates a recognition that both parties must contribute actively to the success of the service, which is the essence of co-creation.

Option A (Incorrect): A partnership is broader and may involve various degrees of collaboration but doesn't necessarily emphasize the mutual creation of value as strongly as co-creation does.

Option B (Incorrect): A Basic Relationship is more transactional and does not involve the deep collaboration needed to optimize working processes for a PaaS solution.

Option C (Incorrect): A Cooperative Relationship involves some level of collaboration but not to the extent where both parties are jointly optimizing their processes to create value.

Option D (Correct): This is the correct answer. Co-creation is key in scenarios where success depends on the joint efforts of the service provider and the consumer, such as in adopting a PaaS solution.

Answer : C

In situations where a request is urgent, particularly just before the close of service desk operations, it is crucial to assess the impact of the request on the user's business or operations. If the impact is significant, providing assistance outside of the agreed business hours is justified. This approach reflects the ITIL 4 guiding principles of 'Focus on Value' and 'Collaborate and Promote Visibility.'

By assessing the impact first, the service provider ensures that resources are allocated effectively to situations that truly need immediate attention, thereby protecting the overall service value and maintaining high levels of customer satisfaction.

Logging the ticket and addressing it during business hours (A) may be appropriate for non-urgent issues, but in this scenario, it could negatively impact the user. Escalating to the second line team (B) is also viable but may not be necessary if the first line can handle the issue. Simply asking the user to call back during business hours (D) could harm the relationship with the user and does not align with the principle of ensuring user satisfaction.

Answer : A

Providing an e-learning course on the migrated service would have significantly reduced user complaints by ensuring that they were well-informed about the new service features and how to use them effectively. The Awareness and Communication step within the Change Enablement practice under ITIL 4 stresses the importance of communicating changes to all relevant stakeholders and ensuring they have the necessary information and training to adapt to these changes.

The complaint in this scenario arises due to a lack of understanding and difficulty in using the new service. By offering an e-learning course, the service provider would be following the ITIL 4 guiding principle of 'Collaborate and Promote Visibility,' ensuring that users are informed and comfortable with the changes. Moreover, the Service Design and Transition stages emphasize the need to prepare users for new services, ensuring a smooth transition and minimizing resistance or confusion.

This solution aligns with ITIL 4's focus on improving user experience by providing adequate resources for learning and adaptation, which in turn enhances overall service quality and customer satisfaction.

Answer : C

A pull service action occurs when the user actively initiates a request to use a service or access a resource. In this scenario, the user is using a self-service portal to download an application, which is a typical example of a pull service action. The user is in control of when and how they access the service, pulling the service from the provider at their convenience.

This concept is aligned with the ITIL 4 principle of 'Optimize and Automate,' where self-service capabilities are provided to enable users to access services efficiently without direct interaction with the service desk or support staff. The automation of routine service actions, like downloading an application, allows for faster and more efficient service delivery, improving user satisfaction and reducing the workload on IT staff.

Service request management practices in ITIL 4 support this by defining and managing the processes that allow users to initiate these actions autonomously. This approach enhances the overall user experience by making services more accessible and convenient.