Free ITIL-DSV – ITIL 4 Specialist: Drive Stakeholder Value Practice Test Question

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• ○ Steps customer takes with provider
• ○ Internal staff rota for support
• ○ List of services in catalogue
• ○ Contract terms for service supply

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• ○ Remove all customer contact points
• ○ Understand touchpoints and improve experience
• ○ Set internal team performance bonuses
• ○ Document supplier delivery schedules only

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• ○ Only the final invoice moment
• ○ A meeting between internal teams
• ○ Any interaction with the provider
• ○ Software used by support agents

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• ○ Routine internal status update meetings
• ○ Moments when invoices are printed
• ○ Times when systems are patched
• ○ Interactions shaping customer overall perception

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• ○ Represent archetypal customers and needs
• ○ Replace real customer research entirely
• ○ Describe internal support team members
• ○ Define supplier company structures

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• ○ Users never interact with services
• ○ Different roles experience services differently
• ○ Customers always use services daily
• ○ Journeys matter only for customers

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• ○ Engage with stakeholders effectively
• ○ Onboard customers and users
• ○ Invoice suppliers for components
• ○ Decommission internal test systems

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• ○ Network packet capture analysis
• ○ Customer journey mapping workshops
• ○ Server capacity forecasting models
• ○ Persona based experience design

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• ○ Adding steps customers must repeat
• ○ Hiding service status from customers
• ○ Removing known customer pain points
• ○ Designing for important touchpoints well

Answer is in the explanation below.

Answer is in the explanation below.

Answer is in the explanation below.