ITIL-DSVの無料問題集（82題）、ITIL-DSV認定試験参考書

ITIL ITIL-DSV 問題集

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試験コード：ITIL-DSV

試験名称：ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV)

最近更新時間：2024-11-19

問題と解答：全82問

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質問 1：
Which is an example of planning for value co-creation?
A. Agreeing with a customer the service desk team's response times for each method of user contact
B. Supporting naturally formed online user communities and groups
C. Conducting an assessment of the service provider's 'change enablement' practice
D. Delivering training sessions to internal staff to make them aware of future product changes
正解：A
解説: (Topexam メンバーにのみ表示されます)

質問 2：
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?
A. It involves optimizing touchpoints
B. It reflects an overall perception
C. It represents a pre-determined path
D. It focuses on achieving outcomes
正解：B
解説: (Topexam メンバーにのみ表示されます)

質問 3：
A service provider is setting up an agreement with an organization. As the user experience is important, it is added to the agreement. Which metric would you advise to be added to the agreement?
A. Maximum duration of an interruption
B. Number and frequency of returns to the previous stage
C. Unlimited monthly traffic
D. Maximum number of simultaneous downloads
正解：A
解説: (Topexam メンバーにのみ表示されます)

質問 4：
A service provider is onboarding a large customer with a complex user base. It is advised that the service provider manages this as a:
A. Project
B. Normal Change
C. Programme
D. Emergency Change
正解：C
解説: (Topexam メンバーにのみ表示されます)

質問 5：
What is an attribute of a strategic partnership?
A. Minimal information is shared
B. Trust needs to be developed
C. The customer needs to be able to exit easily
D. The relationship is driven by price
正解：B
解説: (Topexam メンバーにのみ表示されます)

質問 6：
An organization finds value in moving to a 'platform as a service' solution. The organization understands that it is crucial to optimize its own way of working to make this a success. What is this an example of?
A. Partnership
B. Co-creation Relationship
C. Basic Relationship
D. Cooperative Relationship
正解：B
解説: (Topexam メンバーにのみ表示されます)

質問 7：
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. The customer's risks will be removed when using the service.
B. The service provider will be able to identify and understand specific customer's behavior and outcomes.
C. The service provider will be able to get optimal value out of the service it is delivering.
D. The customer will have cheaper services because of the customer journey.
正解：B
解説: (Topexam メンバーにのみ表示されます)

質問 8：
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.
正解：A
解説: (Topexam メンバーにのみ表示されます)

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ITIL ITIL-DSV 認定試験の出題範囲：

トピック	出題範囲
トピック 1	Communication and Collaboration: In the final module, IT service managers and communication specialists will develop the skills needed to foster positive relationships with stakeholders through effective communication and collaboration.
トピック 2	Service Relationships: This module teaches service relationship managers and IT professionals how to effectively manage relationships with various stakeholders, including customers, users, suppliers, and partners. It emphasizes the development of strong, collaborative relationships that are crucial for supporting service delivery and fostering value creation.
トピック 3	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.
トピック 4	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.
トピック 5	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.
トピック 6	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.
トピック 7	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.

参照：https://www.peoplecert.org/browse-certifications/it-governance-and-service-management/ITIL-1/itil-4-specialist-drive-stakeholder-value-2812

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