Free ITIL ITIL-DSV Exam Dumps Questions & Answers

An organization wants to grow its customer base as it is currently experiencing a decline in users. The target group includes people of 65+ of age, with at least one grandchild. During which stage is this usually done?

• A.Empathize
• B.Ideate
• C.Define
• D.Prototype

Which is an example of planning for value co-creation?

• A.Supporting naturally formed online user communities and groups
• B.Agreeing with a customer the service desk team's response times for each method of user contact
• 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

A service provider wants to use a technology-generated approach for updating a software application installed on the mobile devices of the service users. Which is the MOST APPROPRIATE method?

• A.Instructing the service desk to contact users when updates are available, and guiding them through the update procedure
• B.Instructing users to take their device to the service desk team when convenient
• C.Using a push method to check the user's device each time it is connected
• D.Using a self-service portal for the user to request the service desk to provide the update

A service provider is selecting a supplier to support the service provider's activities in a niche segment of the services its delivering.
What will be important to start a successful cooperation?

• A.Organize open communication with all stakeholders on the aligned goals to achieve.
• B.Establish trust-based service level agreements to improve the speed of delivery.
• C.Warranty-based service level agreements are respected by all parties.
• D.Organize daily stand-ups and demos to bring together the supplier and customer.

An organization is encouraging its staff to work from home instead of the office. This has caused changes to how and when users access services.
Which aspect of 'managing demand and opportunities' would provide a better understanding of this situation?

• A.Introducing differential charging
• B.Building a customer business case
• C.Introducing component capacity management
• D.Analysing patterns of business activity