Free Preparation Discussions
MENU
PeopleCert ITIL DSV Exam Questions
- PeopleCert ITIL Certifications
- PeopleCert ITIL 4 Specialist Certifications
- Topic 1: 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.
- Topic 2: 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 3: 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.
- Topic 4: Value Co-creation: In this module, IT service managers and business leaders will delve into the concept of value co-creation, learning how value is not merely delivered to customers but is also created collaboratively with them. The module highlights the significance of engaging customers as active partners in the service process.
- Topic 5: 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 6: 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 7: 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 8: 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.
Free PeopleCert ITIL DSV Exam Actual Questions
Note: Premium Questions for ITIL DSV were last updated On May. 23, 2026 (see below)
What of the following is NOT an example of a service value driver?
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.
A service provider is onboarding a large customer with a complex user base. It is advised that the service provider manages this as a:
When onboarding a large customer with a complex user base, the service provider needs to manage various interrelated projects and activities that contribute to the overall outcome. This scenario requires a coordinated approach that can handle complexity, scale, and the need for multiple outcomes.
Programme:
A programme is a group of related projects managed in a coordinated way to obtain benefits and control not available from managing them individually. In the context of onboarding a large and complex customer, a programme ensures that all projects and activities are aligned with the overall objectives, facilitating effective management of dependencies, risks, and resources.
Project:
A project typically focuses on delivering a specific output within a defined timeframe. While projects are essential components of a programme, managing the onboarding of a large, complex customer as a project alone would not address the multiple, interrelated aspects that need to be coordinated.
Emergency Change:
Emergency changes are unplanned and typically implemented to resolve a major incident or prevent a significant disruption. This is not relevant to the scenario of customer onboarding.
Normal Change:
Normal changes are pre-approved, routine changes that follow a standard process. Managing the onboarding of a large customer is far more complex than what normal change processes handle.
Conclusion: Managing the onboarding of a large customer with a complex user base should be done as a programme, which allows for coordinated management of multiple related projects and activities to achieve the overall strategic goals.
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?
When launching a new product feature, such as a voice assistant on vacuum cleaners, it is crucial to focus on how this feature enhances the customer experience and the specific benefits it brings. In this case, sparking the customer's interest and focusing on the benefits of the voice assistant aligns with the ITIL 4 principle of 'Focus on Value,' which involves understanding what customers value and clearly communicating the benefits they will receive from the service.
Marketing efforts should be geared towards illustrating how the voice assistant improves convenience, efficiency, and overall user satisfaction. This approach is part of the Engage activity within the Service Value Chain, which emphasizes understanding and meeting customer needs through effective communication and marketing strategies.
By focusing on the benefits, the marketing team can generate excitement and demand for the new feature, ensuring a successful product launch and enhancing customer loyalty.
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?
The correct statement about the end-to-end customer journey is that 'It reflects an overall perception.' ITIL 4 explains that the customer journey encompasses the entire experience a customer has with a service provider, from initial contact to final service delivery and beyond. It is about the overall perception and experience rather than just optimizing individual touchpoints.
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?
In ITIL 4, especially in the 'Drive Stakeholder Value' module, empathic listening is crucial when dealing with customer complaints, especially when they concern service perceptions that are not fully addressed by meeting formal targets. Empathic listening involves fully understanding the customer's feelings and concerns and responding in a way that shows genuine care and willingness to improve the service experience.
Option A (Incorrect): Positive Listening may involve an upbeat, affirmative approach but lacks the depth of understanding needed in this scenario.
Option B (Incorrect): Attentive Listening involves focusing on the speaker and their message but may not fully engage with the emotional content of the message.
Option C (Incorrect): Selective Listening refers to focusing on parts of the conversation, which is not appropriate in a situation requiring full understanding and empathy.
Option D (Correct): Empathic Listening is the correct answer. The Service Manager's willingness to consider the importance of the issue and propose a review of the Service Level Agreement shows an understanding of the customer's concerns beyond just the factual data.
- Select Question Types you want
- Set your Desired Pass Percentage
- Allocate Time (Hours : Minutes)
- Create Multiple Practice tests with Limited Questions
- Customer Support
Patricia Moore
1 day agoBarbara Wright
17 days agoJohn Anderson
1 month agoMark Reed
1 month agoBetty Baker
27 days agoWilliam King
21 days agoEmily Baker
16 days agoKate
2 months agoAlysa
2 months agoJess
2 months agoSerina
3 months agoEzekiel
3 months agoLindy
3 months agoAdolph
4 months agoEvangelina
4 months agoStefany
4 months agoGraham
4 months agoOctavio
5 months agoMauricio
5 months agoAlyce
5 months agoAlexia
5 months agoAvery
6 months agoRodney
6 months agoRosenda
6 months agoCelia
6 months agoMonroe
7 months agoSimona
7 months agoChana
7 months agoEarnestine
7 months agoNicolette
8 months agoJulio
8 months agoMicheal
8 months agoCristy
8 months agoLynna
8 months agoUna
9 months agoBulah
9 months agoMica
9 months agoShad
11 months agoFernanda
11 months agoGladys
12 months agoNoe
12 months agoTracie
1 year agoYun
1 year agoLilli
1 year agoMarvel
1 year agoMarjory
1 year agoEmily
1 year agoLouisa
1 year agoJenelle
1 year agoNilsa
1 year agoOmega
1 year agoDaniela
1 year agoIrene
1 year agoVilma
1 year agoMerissa
1 year agoNida
1 year agoDorathy
1 year agoClaudia
1 year agoSherell
1 year agoBarrett
1 year agoTerina
1 year agoGeorgeanna
2 years agoAlpha
2 years agoMila
2 years agoDonte
2 years agoJacob
2 years agoShawn
2 years agoChristoper
2 years agoMy
2 years agoDarrel
2 years agoArletta
2 years agoEmilio
2 years agoHuey
2 years agoIzetta
2 years agoMerilyn
2 years agoAshton
2 years agoLenora
2 years agoMireya
2 years ago