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 #11
An organization’s customers have historically been satisfied with the functionality and performance of its services. Recently, however, the organization is getting complaints about both the performance of the services and areas, such as sales and customer support.
How can the organization BEST collect the information needed to address these complaints?
- A . Use feedback from service reviews to assess value realization
- B . Conduct satisfaction surveys after service interactions
- C . Gather customer service performance metrics and map to SLAs
- D . Gather customer experience and service level metrics
Correct Answer: D
D
Explanation:
The organization can best collect the information needed to address complaints by "Gathering customer experience and service level metrics." ITIL 4 highlights the importance of understanding both the technical performance (service level metrics) and the user’s perception of the service (customer experience metrics). This holistic approach provides comprehensive insights into the areas of concern, helping the organization address both performance and customer support issues.
D
Explanation:
The organization can best collect the information needed to address complaints by "Gathering customer experience and service level metrics." ITIL 4 highlights the importance of understanding both the technical performance (service level metrics) and the user’s perception of the service (customer experience metrics). This holistic approach provides comprehensive insights into the areas of concern, helping the organization address both performance and customer support issues.
Question #12
A user is using the self-service portal to download an application.
What is this an example of?
- A . Automated Service Action
- B . Tailored Service Action
- C . Pull Service Action
- D . Push Service Action
Correct Answer: C
C
Explanation:
A pull service action occurs when the user actively initiates a request to use a service or access a resource. In this scenario, the user is using a self-service portal to download an application, which is a typical example of a pull service action. The user is in control of when and how they access the service, pulling the service from the provider at their convenience.
This concept is aligned with the ITIL 4 principle of "Optimize and Automate," where self-service capabilities are provided to enable users to access services efficiently without direct interaction with the service desk or support staff. The automation of routine service actions, like downloading an application, allows for faster and more efficient service delivery, improving user satisfaction and reducing the workload on IT staff.
Service request management practices in ITIL 4 support this by defining and managing the processes that allow users to initiate these actions autonomously. This approach enhances the overall user experience by making services more accessible and convenient.
C
Explanation:
A pull service action occurs when the user actively initiates a request to use a service or access a resource. In this scenario, the user is using a self-service portal to download an application, which is a typical example of a pull service action. The user is in control of when and how they access the service, pulling the service from the provider at their convenience.
This concept is aligned with the ITIL 4 principle of "Optimize and Automate," where self-service capabilities are provided to enable users to access services efficiently without direct interaction with the service desk or support staff. The automation of routine service actions, like downloading an application, allows for faster and more efficient service delivery, improving user satisfaction and reducing the workload on IT staff.
Service request management practices in ITIL 4 support this by defining and managing the processes that allow users to initiate these actions autonomously. This approach enhances the overall user experience by making services more accessible and convenient.
Question #13
An organization is evaluating the advantages and disadvantages of replacing its legacy information systems with cloud-based services as a part of its strategic plan. The market is extremely competitive, so the organization wants to ensure that all factors are considered.
Which technique would allow this organization to BEST understand the external factors that could influence this decision?
- A . Business analysis
- B . PESTLE analysis
- C . Stakeholder analysis
- D . Four dimensions assessment
Correct Answer: B
B
Explanation:
The technique that would best help the organization understand the external factors influencing the decision to replace legacy systems with cloud-based services is "PESTLE analysis." ITIL 4 suggests PESTLE (Political, Economic, Social, Technological, Legal, and Environmental) analysis as a comprehensive framework for understanding external factors that can impact strategic decisions. This analysis provides a thorough evaluation of the external environment, helping the organization make informed decisions.
B
Explanation:
The technique that would best help the organization understand the external factors influencing the decision to replace legacy systems with cloud-based services is "PESTLE analysis." ITIL 4 suggests PESTLE (Political, Economic, Social, Technological, Legal, and Environmental) analysis as a comprehensive framework for understanding external factors that can impact strategic decisions. This analysis provides a thorough evaluation of the external environment, helping the organization make informed decisions.
Question #14
Users often do not provide feedback because they do not believe it will be addressed.
Which is the BEST method for encouraging users to submit feedback in this situation?
- A . Providing information about users’ feedback to customers
- B . Having regular face-to-face feedback sessions with users
- C . Making feedback processing visible for everyone
- D . Automating responses to all users’ feedback
Correct Answer: C
C
Explanation:
The best method for encouraging users to submit feedback when they do not believe it will be addressed is "Making feedback processing visible for everyone." ITIL 4 stresses the importance of transparency in service management. By making the process of handling feedback visible, users can see that their input is taken seriously and acted upon, which can significantly increase their willingness to provide feedback.
C
Explanation:
The best method for encouraging users to submit feedback when they do not believe it will be addressed is "Making feedback processing visible for everyone." ITIL 4 stresses the importance of transparency in service management. By making the process of handling feedback visible, users can see that their input is taken seriously and acted upon, which can significantly increase their willingness to provide feedback.
Question #15
An organization is aiming to develop a partnership relationship with their service consumers. One of the objectives is to increase the level of trust and customers’ satisfaction by establishing a service mindset across the organization.
Which initiative is the BEST way to achieve it?
- A . Carry out a capability assessment and share the results with customers
- B . Hire and develop good relationship managers
- C . Establish and enforce detailed service level agreements
- D . Develop interpersonal skills and service empathy in all teams
Correct Answer: D
D
Explanation:
The best initiative to develop a partnership relationship with service consumers and increase trust and customer satisfaction is to "Develop interpersonal skills and service empathy in all teams." ITIL 4
emphasizes the importance of service empathy and interpersonal skills in fostering a service mindset. By enhancing these skills across the organization, teams can better understand and address customer needs, leading to stronger relationships and higher satisfaction.
D
Explanation:
The best initiative to develop a partnership relationship with service consumers and increase trust and customer satisfaction is to "Develop interpersonal skills and service empathy in all teams." ITIL 4
emphasizes the importance of service empathy and interpersonal skills in fostering a service mindset. By enhancing these skills across the organization, teams can better understand and address customer needs, leading to stronger relationships and higher satisfaction.
Question #16
Which statement about the reporting of service outcomes and performance is CORRECT?
- A . Return on investment (ROI) should be mapped to customer outcomes
- B . Customer satisfaction feedback should be mapped to service provider outcomes
- C . IT component scorecards should be mapped to service provider outcomes
- D . Service performance metrics should be mapped to customer outcomes
Correct Answer: D
D
Explanation:
The correct statement about the reporting of service outcomes and performance is that "Service performance metrics should be mapped to customer outcomes." ITIL 4 emphasizes the importance of aligning service performance metrics with the outcomes that are valuable to the customer. This ensures that the service provider’s reporting is focused on what matters most to the customer, thereby enhancing satisfaction and trust.
D
Explanation:
The correct statement about the reporting of service outcomes and performance is that "Service performance metrics should be mapped to customer outcomes." ITIL 4 emphasizes the importance of aligning service performance metrics with the outcomes that are valuable to the customer. This ensures that the service provider’s reporting is focused on what matters most to the customer, thereby enhancing satisfaction and trust.
Question #17
Users contacting an organization’s service desk team often complain that they are required to repeat information when communicating with different individuals and systems within the organization. Specialists that work with the service desk team also complain that they frequently do not get the information needed to handle user queries.
What would resolve these issues for all stakeholders?
- A . Establishing omnichannel communications
- B . Automating the logging of user emails
- C . Providing multichannel support
- D . Providing a self-service portal
Correct Answer: A
A
Explanation:
The issue of users having to repeat information and specialists not receiving the necessary information can be resolved by "Establishing omnichannel communications." ITIL 4 explains that omnichannel communication allows all interaction channels (such as phone, email, chat, etc.) to be integrated so that information is consistently shared and accessible across all platforms. This ensures that users do not have to repeat themselves and that specialists have access to the full context of the user’s interactions.
A
Explanation:
The issue of users having to repeat information and specialists not receiving the necessary information can be resolved by "Establishing omnichannel communications." ITIL 4 explains that omnichannel communication allows all interaction channels (such as phone, email, chat, etc.) to be integrated so that information is consistently shared and accessible across all platforms. This ensures that users do not have to repeat themselves and that specialists have access to the full context of the user’s interactions.
Question #18
A service provider establishes a channel for users to submit emergency changes
- A . 3 and 4
- B . 1 and 4
- C . 1 and 2
- D . 2 and 3
Correct Answer: D
D
Explanation:
The examples that can be handled as service requests are "A staff member asks for a new barcode scanner from an internal IT department" (2) and "A manager requires swift changes to user access rights for an employee" (3). According to ITIL 4, service requests are predefined and standard requests for services, which often include requests for hardware or changes in access rights. Both examples fit within the typical scope of service requests.
D
Explanation:
The examples that can be handled as service requests are "A staff member asks for a new barcode scanner from an internal IT department" (2) and "A manager requires swift changes to user access rights for an employee" (3). According to ITIL 4, service requests are predefined and standard requests for services, which often include requests for hardware or changes in access rights. Both examples fit within the typical scope of service requests.
Question #19
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?
- A . Security restrictions
- B . User enabling requirements
- C . Role based access management
- D . Multi-factor Authentication
Correct Answer: B
B
Explanation:
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.
Reference: ITIL 4 discusses user enabling requirements as part of ensuring that the right users have
the right level of access, often in the context of security and compliance (Drive Stakeholder Value,
Section 5.3).
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.
B
Explanation:
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.
Reference: ITIL 4 discusses user enabling requirements as part of ensuring that the right users have
the right level of access, often in the context of security and compliance (Drive Stakeholder Value,
Section 5.3).
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.
Question #19
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?
- A . Security restrictions
- B . User enabling requirements
- C . Role based access management
- D . Multi-factor Authentication
Correct Answer: B
B
Explanation:
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.
Reference: ITIL 4 discusses user enabling requirements as part of ensuring that the right users have
the right level of access, often in the context of security and compliance (Drive Stakeholder Value,
Section 5.3).
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.
B
Explanation:
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.
Reference: ITIL 4 discusses user enabling requirements as part of ensuring that the right users have
the right level of access, often in the context of security and compliance (Drive Stakeholder Value,
Section 5.3).
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.