PeopleCert ITIL DSV Exam - Topic 4 Question 13 Discussion

Actual exam question for PeopleCert's ITIL DSV exam

Question #: 13
Topic #: 4

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?

AStart 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

BStart 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

CStart 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

DStart by analysing and documenting the detailed service requirements, then ask external service providers to respond to a 'request for information1 documenting how they would deliver to these requirements

Show Suggested Answer

Suggested Answer: A

The organization should '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.' ITIL 4 advises that when deciding whether to source a service internally or externally, it is crucial to consider organizational policies, identify key criteria for selection, and use a structured approach like a decision matrix to make an informed choice.

by Ryan at Oct 19, 2024, 11:27 PM

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Yuki

6 months ago

A is good, but don’t forget about the urgency of the project!

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Carman

6 months ago

D is solid, understanding requirements is key before sourcing.

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Thea

6 months ago

Surprised that option C is even a choice, developing skills takes too long!

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Donte

7 months ago

I disagree, B seems more practical to get cost insights first.

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Joanna

7 months ago

I think option A makes the most sense for a structured approach.

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Glendora

7 months ago

Option D sounds like a solid approach since analyzing service requirements first could help ensure we get the right solutions from external providers, but I wonder if it might take too long.

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Harrison

7 months ago

I feel like option C might be too focused on internal development without considering the time it would take to build those skills. It seems risky.

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Gail

7 months ago

I remember a practice question where we had to compare internal versus external sourcing, and I think understanding costs is really important, so option B could be a good choice.

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Nobuko

8 months ago

I think option A makes sense because reviewing organizational policies is crucial, but I'm not entirely sure how to effectively set up a decision matrix.

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Hubert

8 months ago

This is a tricky one. I'd want to start by reviewing the organization's policies and guidelines around sourcing decisions. That should help me understand the framework I need to work within. Then I'd focus on clearly defining the service requirements and evaluating the internal team's ability to meet them, either now or with some additional time and training.

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Lettie

8 months ago

I think the key here is to really understand the service requirements and capabilities of the internal team. If they can develop the skills needed, that might be the best long-term solution. But I'd also want to get a good sense of the external options and costs before making a decision.

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Reid

8 months ago

Hmm, I'm not sure where to start here. Should I focus on the costs first, or try to understand the service requirements in detail? I guess I could ask both the internal and external providers to submit proposals, but I'm not sure if that's the best approach.

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Joana

8 months ago

This looks like a classic 'make or buy' decision. I'd start by reviewing the organization's policies on sourcing services, then identify the key criteria for selecting a provider, and use a decision matrix to compare the internal and external options.

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Benton

2 years ago

I vote for Option F: Hire a psychic to see into the future and tell us which option will work best. Can't go wrong with a little mystical flair.

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Francoise

2 years ago

Option E: Flip a coin and let fate decide. It's quicker than all this 'decision matrix' nonsense.

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Buck

1 year ago

E) Flip a coin and let fate decide. It's quicker than all this 'decision matrix' nonsense.

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Shawna

2 years ago

B) 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

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Nina

2 years ago

A) 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

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Sharen

2 years ago

D looks solid. Get those service requirements nailed down first, then let the external providers show their stuff.

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Frank

2 years ago

Definitely, it's all about making sure the external providers can meet the specific requirements of the organization.

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Ocie

2 years ago

I think it's important to have a clear understanding of what the organization needs before considering external options.

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Norah

2 years ago

Agreed, having detailed service requirements is crucial before engaging with external providers.

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Olene

2 years ago

D looks solid. Get those service requirements nailed down first, then let the external providers show their stuff.

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Gregoria

2 years ago

I think option D is the best approach. We should analyze and document the detailed service requirements first.

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Denny

2 years ago

I agree with Selma. We need to identify the most important criteria for selecting a service provider.

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Alyce

2 years ago

C is interesting, but I'd be worried the internal team might take too long to develop the skills. Time is money, you know?

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Selma

2 years ago

I think we should start by reviewing organizational policies for sourcing services.

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Yan

2 years ago

I'm not sure about B. Asking for quotes before fully understanding the requirements could lead to some shady deals.

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Avery

2 years ago

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

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Aja

2 years ago

C) 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

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