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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 Feb. 23, 2026 (see below)
An organization has a culture that encourages people to hide their mistakes. This reduces opportunities to
improve in many different areas.
Which practice would MOST help to improve this situation and how?
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.
A service provider is launching a new service. What is an appropriate method to encourage the demand for this service?
to create incentives that encourage early adoption and generate demand. An early-bird pricing strategy is particularly effective in this context.
Early-Bird Price:
Setting an early-bird price provides a discount or special pricing for those who sign up or purchase the service early. This strategy creates a sense of urgency and encourages early adoption, which can help in gaining initial traction for the service.
Incorrect Options:
A: Introducing a freeze period before the deadline can create urgency but might also cause frustration if customers feel pressured.
B: Adding a cancellation fee could discourage customers rather than encourage demand, as it adds a potential cost burden.
D: Increasing the overall price generally decreases demand rather than encouraging it, especially for new services.
Conclusion: The most appropriate method to encourage demand for a new service is to set an early-bird price, making option C the correct answer.
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.
New users are onboarding the service of the service provider.
You are asked to prepare the communication management strategy. Which stakeholders will be part of your plan?
When preparing a communication management strategy, especially during the onboarding of new users, it is crucial to include stakeholders who are directly responsible for maintaining and managing the relationship with the service users. The Relationship Manager is the most appropriate stakeholder in this context.
Relationship Manager:
The Relationship Manager is responsible for managing the relationship between the service provider and the service consumers. This role ensures that communication is effective and that the expectations and requirements of the users are understood and met. The Relationship Manager plays a key role in the communication strategy by facilitating dialogue between the service provider and users.
Incorrect Options:
A: The Service Desk focuses on handling incidents and service requests rather than managing overall communication with users during onboarding.
B: The Service Level Manager is responsible for managing service levels but is not the primary contact for user communication during onboarding.
D: The Account Manager handles financial aspects and contracts, which are less relevant to the communication strategy for user onboarding.
Conclusion: The Relationship Manager is the most relevant stakeholder for a communication management strategy during user onboarding, making option C the correct answer.
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.
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