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PeopleCert ITIL-DSV Exam Questions
- PeopleCert ITIL Certifications
- PeopleCert ITIL 4 Certifications
- Topic 1: Understanding Stakeholder Needs And Expectations: Covers identifying, assessing and prioritising what customers, employees, partners and regulators need and expect from a service.
- Topic 2: Customer Experience Management: Focuses on the principles behind creating and maintaining a positive experience for customers throughout their interaction with a service.
- Topic 3: Service Relationships: Explains how to manage working relationships with the different parties involved, including customers, users, suppliers and partners.
- Topic 4: Value Co-creation: Explores the idea that value is built together with customers rather than simply handed to them.
- Topic 5: Service Level Management: Deals with setting up, monitoring and reporting on service levels so they meet stakeholder requirements and agreements.
- Topic 6: Service Metrics And KPIs: Looks at defining and using metrics and KPIs to measure, report on and improve service performance, customer satisfaction and value.
- Topic 7: Customer Journey Mapping: Introduces techniques for mapping the customer journey to spot touchpoints, pain points and opportunities to improve the experience.
- Topic 8: Service Improvement: Concerns continually improving services based on stakeholder feedback and building a culture of continuous improvement that increases value over time.
- Topic 9: Communication And Collaboration: Centers on building positive stakeholder relationships through effective communication and collaboration.
Free PeopleCert ITIL-DSV Exam Actual Questions
Note: Premium Questions for ITIL-DSV were last updated On Oct. 07, 2026 (see below)
An organization's business-critical service is experiencing frequent downtimes and slow performances. What do you suggest to improve the situation?
When an organization's business-critical service is experiencing frequent downtimes and slow performances, the best approach according to ITIL 4's 'Drive Stakeholder Value' is to coordinate with the business to ensure that the services are properly aligned with business goals. This ensures that any technical improvements or strategic adjustments directly support the business's objectives.
Option A (Incorrect): Improving the recovery time objective (RTO) is important but may not address the root cause of the frequent downtimes and slow performance.
Option B (Correct): Coordinating with the business to understand alignment is crucial. By ensuring that the services align with business goals, you can prioritize the most impactful improvements and ensure that technical adjustments meet strategic needs.
Option C (Incorrect): Scaling up infrastructure may help with resilience, but without understanding the business alignment, this might not be the most efficient or necessary solution.
Option D (Incorrect): Matching usage to downtimes might mitigate some issues but does not address the underlying causes of the performance problems.
An organization is identifying the needs for a new service. To ensure that the service is going to be fit for purpose, the
organization has defined some requirements.
Which of the following is the best way to specify the requirements?
In ITIL 4, defining service requirements to ensure the service is fit for purpose involves specifying clear, measurable, and relevant criteria that align with the organization's needs and the service's intended use. Availability is a critical aspect of a service's fitness for purpose, as it directly impacts the service's utility.
Option A (Incorrect): Specifying data loss tolerance is important but doesn't provide a complete picture of service availability, which is a more comprehensive requirement.
Option B (Correct): This option is correct because it specifies a clear, measurable requirement that directly relates to the service's availability. Ensuring that the service is available 24/7 with 99.99% uptime is a crucial aspect of making sure the service is fit for purpose, as it ensures that the service will meet the expected operational requirements.
Option C (Incorrect): While retaining data for 10 years is important, it relates more to compliance and data management rather than the service being fit for purpose in terms of availability.
Option D (Incorrect): Combining data from different sources is a functional requirement, but it does not address the critical aspect of service availability or reliability, which are key to ensuring the service is fit for purpose.
A service provider wants to track if a customer is emotionally satisfied with the service it is providing. Which metric would help the MOST?
To track if customers are emotionally satisfied with the service, subjective feedback metrics that directly capture the user's feelings about the service experience are most effective.
Average Rating:
The average rating given by users to the service is a direct indicator of their emotional satisfaction. This metric reflects the users' overall sentiment and experience with the service, making it the most appropriate for gauging emotional satisfaction.
Incorrect Options:
A: The number and frequency of user errors can indicate usability issues but does not directly measure emotional satisfaction.
B: Customer churn rate measures retention but may not accurately reflect current emotional satisfaction.
D: The number of transactions where users used interface help can indicate usability problems but not overall emotional satisfaction.
Conclusion: The most effective metric to track emotional satisfaction is the average rating given by users to the service, making option C the correct answer.
A service provider is onboarding new users. To ensure that the user is allowed to access the service, it requires a copy of the user's ID.
What is this an example of?
When a service provider requires a copy of a user's ID to ensure that the user is allowed to access the service, it is implementing a user enabling requirement. This refers to the necessary prerequisites that users must fulfill to gain access to a service.
User Enabling Requirements:
These are specific conditions or requirements that a user must meet to gain access to a service. Requiring a copy of the user's ID is an example of such a requirement, ensuring that only authorized users are granted access.
Incorrect Options:
A: Security restrictions generally refer to policies and measures designed to protect the service, not the process of verifying user identity.
C: Role-based access management focuses on granting access based on the user's role, not on the collection of identity documentation.
D: Multi-factor authentication is a security process that requires multiple forms of verification, but it is not specifically about user enabling requirements like providing an ID.
Conclusion: Requiring a copy of a user's ID to access a service is an example of user enabling requirements, making option B the correct answer.
An organization is changing its training approach to shift the focus from product centric to the needs of the users. What of the following ITIL guiding principles is considered in this case?
When an organization shifts its training approach from being product-centric to focusing on the needs of the users, it is aligning with the ITIL guiding principle of 'Focus on Value.' This principle emphasizes the importance of understanding what is valuable to the user and ensuring that all activities and processes are aligned with delivering that value.
Focus on Value:
This guiding principle instructs organizations to understand what their users find valuable and to prioritize delivering that value in all their services and products. By shifting the training approach to focus on the needs of the users, the organization is ensuring that the training is relevant and beneficial to the users, thereby maximizing the value provided.
Incorrect Options:
A: 'Progress iteratively with feedback' emphasizes continuous improvement through iterative cycles and regular feedback but does not directly relate to changing the training focus.
B: 'Start where you are' suggests building on existing practices rather than focusing on user needs.
C: 'Optimize and automate' focuses on efficiency and process improvement rather than the alignment with user needs.
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