Peoplecert ITIL-DSV Practice Exams
Last updated on Oct 21,2026- Exam Code: ITIL-DSV
- Exam Name: ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV)
- Certification Provider: Peoplecert
- Latest update: Oct 21,2026
Question #1
What is a challenge when onboarding individual consumers?
- A . Handling a large number of service consumers with different skills
- B . Ensuring the sponsor agrees the level of service that the consumer receives
- C . Returning consumer equipment and cancelling user rights
- D . Identifying and documenting service requirements
Correct Answer: A
A
Explanation:
A challenge when onboarding individual consumers is "Handling a large number of service consumers with different skills." Onboarding individual consumers can be complex because it involves catering to diverse skill levels, expectations, and needs. ITIL 4 emphasizes the importance of customizing onboarding processes to suit the varied requirements of different users to ensure a smooth and successful integration of the service.
A
Explanation:
A challenge when onboarding individual consumers is "Handling a large number of service consumers with different skills." Onboarding individual consumers can be complex because it involves catering to diverse skill levels, expectations, and needs. ITIL 4 emphasizes the importance of customizing onboarding processes to suit the varied requirements of different users to ensure a smooth and successful integration of the service.
Question #2
Resource constraints have slowed an organization’s efforts to expand into new markets.
Which practice would recommend eliminating products and services that are not enabling value, so that the required resources can be made available?
- A . Service level management
- B . Business analysis
- C . Service catalogue management
- D . Portfolio management
Correct Answer: D
D
Explanation:
The practice that would recommend eliminating products and services that are not enabling value to free up resources is "Portfolio management." ITIL 4 identifies portfolio management as the practice responsible for managing the service portfolio to ensure that the organization can effectively allocate resources to the most valuable services. This practice helps in making strategic decisions about which services to continue, improve, or retire, thus optimizing resource allocation.
D
Explanation:
The practice that would recommend eliminating products and services that are not enabling value to free up resources is "Portfolio management." ITIL 4 identifies portfolio management as the practice responsible for managing the service portfolio to ensure that the organization can effectively allocate resources to the most valuable services. This practice helps in making strategic decisions about which services to continue, improve, or retire, thus optimizing resource allocation.
Question #3
A service provider is launching a new service. The target market is users who have limited experience of using the internet and are unlikely to use social media.
Which is the BEST method of providing user support?
- A . Provide simple online support and contact numbers for the service desk
- B . Use machine learning chatbots to anticipate the needs of the users and provide solutions
- C . Implement a ‘shift-left’ approach to provide support and downloadable help articles
- D . Use popular networking sites to promote and provide online user support
Correct Answer: A
A
Explanation:
For a target market with limited internet experience and unlikely to use social media, the best method of providing user support is to "Provide simple online support and contact numbers for the service desk." ITIL 4 emphasizes the importance of understanding your users and tailoring support methods to their needs and capabilities. In this scenario, simple and direct support mechanisms such as basic online resources combined with traditional contact methods are most appropriate, as they cater to the users’ comfort levels and accessibility.
A
Explanation:
For a target market with limited internet experience and unlikely to use social media, the best method of providing user support is to "Provide simple online support and contact numbers for the service desk." ITIL 4 emphasizes the importance of understanding your users and tailoring support methods to their needs and capabilities. In this scenario, simple and direct support mechanisms such as basic online resources combined with traditional contact methods are most appropriate, as they cater to the users’ comfort levels and accessibility.
Question #4
An organization finds value in moving to a ‘platform as a service’ solution. The organization understands that it is crucial to optimize its own way of working to make this a success.
What is this an example of?
- A . Partnership
- B . Basic Relationship
- C . Cooperative Relationship
- D . Co-creation Relationship
Correct Answer: D
D
Explanation:
In ITIL 4, a "Co-creation Relationship" is a collaborative approach where both the service provider and the service consumer work closely together to create value. In this scenario, the organization understands the importance of optimizing its own way of working to successfully leverage a ‘Platform as a Service’ (PaaS) solution. This demonstrates a recognition that both parties must contribute actively to the success of the service, which is the essence of co-creation.
Option A (Incorrect): A partnership is broader and may involve various degrees of collaboration but doesn’t necessarily emphasize the mutual creation of value as strongly as co-creation does. Option B (Incorrect): A Basic Relationship is more transactional and does not involve the deep collaboration needed to optimize working processes for a PaaS solution.
Option C (Incorrect): A Cooperative Relationship involves some level of collaboration but not to the extent where both parties are jointly optimizing their processes to create value.
Option D (Correct): This is the correct answer. Co-creation is key in scenarios where success depends on the joint efforts of the service provider and the consumer, such as in adopting a PaaS solution.
D
Explanation:
In ITIL 4, a "Co-creation Relationship" is a collaborative approach where both the service provider and the service consumer work closely together to create value. In this scenario, the organization understands the importance of optimizing its own way of working to successfully leverage a ‘Platform as a Service’ (PaaS) solution. This demonstrates a recognition that both parties must contribute actively to the success of the service, which is the essence of co-creation.
Option A (Incorrect): A partnership is broader and may involve various degrees of collaboration but doesn’t necessarily emphasize the mutual creation of value as strongly as co-creation does. Option B (Incorrect): A Basic Relationship is more transactional and does not involve the deep collaboration needed to optimize working processes for a PaaS solution.
Option C (Incorrect): A Cooperative Relationship involves some level of collaboration but not to the extent where both parties are jointly optimizing their processes to create value.
Option D (Correct): This is the correct answer. Co-creation is key in scenarios where success depends on the joint efforts of the service provider and the consumer, such as in adopting a PaaS solution.
Question #5
Which of the following is an advantage of a user community?
- A . Super users are always available to help out users.
- B . Peer support will reduce the risk of privacy violations.
- C . Demand for user support decreases from the service provider.
- D . A user community does not require any interference from the service provider.
Correct Answer: C
C
Explanation:
In the context of ITIL 4 and the "Drive Stakeholder Value" module, the concept of a user community is directly linked to the idea of peer support and self-service. User communities enable users to assist one another, which can effectively reduce the direct demand for support from the service provider. This aligns with the ITIL 4 guiding principle of "Collaborate and Promote Visibility," where engaging users through communities can lead to more efficient support processes and reduce the overall workload on the service provider.
Option A (Incorrect): While super users might be available to help out, this isn’t the core advantage of a user community in an ITIL 4 context. The key benefit lies in reducing the support demand on the provider, not merely the presence of super users.
Option B (Incorrect): Peer support might help with issues resolution but does not inherently reduce the risk of privacy violations. Privacy concerns are managed through governance and security measures, not primarily through peer support.
Option C (Correct): This is the correct answer. A well-functioning user community encourages users to help each other, which can significantly reduce the number of support requests that reach the service provider. This is in line with the ITIL 4 emphasis on leveraging community engagement to improve service efficiency.
Option D (Incorrect): A user community still requires some level of management or facilitation from the service provider to ensure it is effective and aligns with organizational goals.
The reduction of demand on the service provider is a significant advantage, as it allows the provider to focus on more complex issues or service improvements rather than handling routine queries that the community can resolve.
C
Explanation:
In the context of ITIL 4 and the "Drive Stakeholder Value" module, the concept of a user community is directly linked to the idea of peer support and self-service. User communities enable users to assist one another, which can effectively reduce the direct demand for support from the service provider. This aligns with the ITIL 4 guiding principle of "Collaborate and Promote Visibility," where engaging users through communities can lead to more efficient support processes and reduce the overall workload on the service provider.
Option A (Incorrect): While super users might be available to help out, this isn’t the core advantage of a user community in an ITIL 4 context. The key benefit lies in reducing the support demand on the provider, not merely the presence of super users.
Option B (Incorrect): Peer support might help with issues resolution but does not inherently reduce the risk of privacy violations. Privacy concerns are managed through governance and security measures, not primarily through peer support.
Option C (Correct): This is the correct answer. A well-functioning user community encourages users to help each other, which can significantly reduce the number of support requests that reach the service provider. This is in line with the ITIL 4 emphasis on leveraging community engagement to improve service efficiency.
Option D (Incorrect): A user community still requires some level of management or facilitation from the service provider to ensure it is effective and aligns with organizational goals.
The reduction of demand on the service provider is a significant advantage, as it allows the provider to focus on more complex issues or service improvements rather than handling routine queries that the community can resolve.
Question #6
Which activity, carried out by both the service provider and the service consumer, enables service
provision and consumption to start?
- A . Building trust
- B . Onboarding
- C . Designing the customer journey
- D . Assessing mutual readiness
Correct Answer: B
B
Explanation:
The activity that enables service provision and consumption to start, carried out by both the service provider and the service consumer, is "Onboarding." ITIL 4 describes onboarding as the process of integrating the service consumer into the service environment, ensuring that they have the necessary knowledge, tools, and access to begin using the service effectively. Onboarding is crucial for establishing a strong foundation for the service relationship.
B
Explanation:
The activity that enables service provision and consumption to start, carried out by both the service provider and the service consumer, is "Onboarding." ITIL 4 describes onboarding as the process of integrating the service consumer into the service environment, ensuring that they have the necessary knowledge, tools, and access to begin using the service effectively. Onboarding is crucial for establishing a strong foundation for the service relationship.
Question #7
In the context of the ‘five principles of service design thinking’, which principle includes combining touchpoints and interactions into service moments?
- A . Sequencing
- B . Evidencing
- C . Co-creative
- D . User-centered
Correct Answer: A
A
Explanation:
In the context of the ‘five principles of service design thinking,’ the principle that includes combining touchpoints and interactions into service moments is "Sequencing." ITIL 4 explains that sequencing involves arranging service interactions in a logical order to create meaningful and effective service moments, ensuring a cohesive and satisfying user experience.
A
Explanation:
In the context of the ‘five principles of service design thinking,’ the principle that includes combining touchpoints and interactions into service moments is "Sequencing." ITIL 4 explains that sequencing involves arranging service interactions in a logical order to create meaningful and effective service moments, ensuring a cohesive and satisfying user experience.
Question #8
A service provider is onboarding a large customer with a complex user base.
It is advised that the service provider manages this as a:
- A . Programme
- B . Project
- C . Emergency Change
- D . Normal Change
Correct Answer: A
A
Explanation:
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.
Reference: ITIL 4 emphasizes that large-scale, complex initiatives involving multiple projects should be managed as a programme to ensure alignment with strategic objectives and to manage the delivery of benefits across various interdependent projects (ITIL 4 Managing Professional, Drive Stakeholder Value).
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.
Reference: ITIL 4 highlights that projects are suited for delivering specific deliverables but are not sufficient for managing complex, large-scale initiatives where multiple projects are interlinked.
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.
Reference: ITIL 4’s Change Enablement practice identifies emergency changes as critical, unplanned changes necessary to resolve an urgent issue, which does not apply to planned onboarding activities.
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.
Reference: ITIL 4 describes normal changes as standard changes that are not suitable for complex, multi-faceted initiatives like onboarding a large customer.
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.
A
Explanation:
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.
Reference: ITIL 4 emphasizes that large-scale, complex initiatives involving multiple projects should be managed as a programme to ensure alignment with strategic objectives and to manage the delivery of benefits across various interdependent projects (ITIL 4 Managing Professional, Drive Stakeholder Value).
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.
Reference: ITIL 4 highlights that projects are suited for delivering specific deliverables but are not sufficient for managing complex, large-scale initiatives where multiple projects are interlinked.
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.
Reference: ITIL 4’s Change Enablement practice identifies emergency changes as critical, unplanned changes necessary to resolve an urgent issue, which does not apply to planned onboarding activities.
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.
Reference: ITIL 4 describes normal changes as standard changes that are not suitable for complex, multi-faceted initiatives like onboarding a large customer.
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.
Question #9
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 users to take their device to the service desk team when convenient
- B . Using a self-service portal for the user to request the service desk to provide the update
- C . Instructing the service desk to contact users when updates are available, and guiding them through the update procedure
- D . Using a push method to check the user’s device each time it is connected
Correct Answer: D
D
Explanation:
The most appropriate method for updating a software application installed on mobile devices is "Using a push method to check the user’s device each time it is connected." ITIL 4 recommends automated and seamless methods for delivering updates to users, particularly in situations where the user may not have the expertise or time to manage updates themselves. A push method ensures that updates are delivered efficiently without requiring user intervention, improving the overall user experience and maintaining service continuity.
D
Explanation:
The most appropriate method for updating a software application installed on mobile devices is "Using a push method to check the user’s device each time it is connected." ITIL 4 recommends automated and seamless methods for delivering updates to users, particularly in situations where the user may not have the expertise or time to manage updates themselves. A push method ensures that updates are delivered efficiently without requiring user intervention, improving the overall user experience and maintaining service continuity.
Question #10
A service provider has a hard time receiving user’s feedback.
Which of the following is NOT an appropriate solution to improve the situation?
- A . Add social media channels to monitor and provide fast feedback.
- B . Respond to all feedback individually.
- C . Hand out rewards for feedback.
- D . Share the user’s feedback on social media.
Correct Answer: D
D
Explanation:
Sharing user feedback on social media is generally not appropriate if the goal is to improve the volume and quality of feedback received from users. Feedback is often sensitive and can include criticisms or private information that users may not want publicly disclosed. Instead, it’s better to focus on gathering and responding to feedback through more controlled and secure channels.
The ITIL 4 Drive Stakeholder Value module emphasizes "Engage" activities, which include collecting and managing feedback to continuously improve service delivery. While adding social media channels (A) and responding to feedback individually (B) are good practices, publicly sharing feedback can breach user trust and discourage future feedback.
Handing out rewards for feedback (C) can be a positive reinforcement strategy to encourage more users to provide feedback, which can then be used to improve services. Sharing feedback publicly (D), however, risks misinterpreting the feedback, violating privacy, or deterring other users from providing honest feedback.
D
Explanation:
Sharing user feedback on social media is generally not appropriate if the goal is to improve the volume and quality of feedback received from users. Feedback is often sensitive and can include criticisms or private information that users may not want publicly disclosed. Instead, it’s better to focus on gathering and responding to feedback through more controlled and secure channels.
The ITIL 4 Drive Stakeholder Value module emphasizes "Engage" activities, which include collecting and managing feedback to continuously improve service delivery. While adding social media channels (A) and responding to feedback individually (B) are good practices, publicly sharing feedback can breach user trust and discourage future feedback.
Handing out rewards for feedback (C) can be a positive reinforcement strategy to encourage more users to provide feedback, which can then be used to improve services. Sharing feedback publicly (D), however, risks misinterpreting the feedback, violating privacy, or deterring other users from providing honest feedback.