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 #21
An organization is using an out-of-the-box service from a large service provider.
How does the service provider know about the organization’s needs?
- A . The service provider’s marketing and business analysis teams consider generic market needs, instead of the needs of this specific organization
- B . The service provider’s business analysis team negotiates detailed requirements with the organization during the ‘offer’ stage of the relationship
- C . The organization provides a request for proposal (RfP) to the service provider, so they can understand the needs, and design the service to meet these needs
- D . The service provider’s ‘service level management’ team negotiates detailed requirements with the organization during the ‘co-create’ stage of the relationship
Correct Answer: A
A
Explanation:
In the case of using an out-of-the-box service from a large service provider, the service provider typically knows about the organization’s needs because "The service provider’s marketing and business analysis teams consider generic market needs, instead of the needs of this specific organization." ITIL 4 indicates that standardized services are often designed based on common market needs rather than being tailored to the specific needs of individual customers, which is common with large, scalable service offerings.
A
Explanation:
In the case of using an out-of-the-box service from a large service provider, the service provider typically knows about the organization’s needs because "The service provider’s marketing and business analysis teams consider generic market needs, instead of the needs of this specific organization." ITIL 4 indicates that standardized services are often designed based on common market needs rather than being tailored to the specific needs of individual customers, which is common with large, scalable service offerings.
Question #22
A potential customer is having trouble agreeing on the level of service it requires.
What is the best approach to consider to come to an agreement?
- A . Involve service level management to align the service level to the customer’s objectives.
- B . Involve the legal department as the agreement should be clear and unambiguous.
- C . Involve senior management to influence the customer to sign the contract.
- D . Involve the project team to explain the service into detail to the customer.
Correct Answer: A
A
Explanation:
When a potential customer struggles to agree on the required service level, the best approach is to involve Service Level Management (SLM). The SLM practice is key in negotiating and aligning service levels with customer objectives and expectations, ensuring that the services delivered meet the customer’s needs.
SLM works by understanding customer requirements and ensuring that the service levels are achievable and measurable. This practice also ensures that the agreed-upon service levels are documented and regularly reviewed to remain aligned with customer expectations.
Involving senior management (C) or the legal department (B) might pressure the customer but does not address the core issue of aligning the service level with the customer’s actual needs. Similarly, involving the project team (D) to explain the service in detail might be useful for clarification but is secondary to aligning the service level agreements through SLM.
A
Explanation:
When a potential customer struggles to agree on the required service level, the best approach is to involve Service Level Management (SLM). The SLM practice is key in negotiating and aligning service levels with customer objectives and expectations, ensuring that the services delivered meet the customer’s needs.
SLM works by understanding customer requirements and ensuring that the service levels are achievable and measurable. This practice also ensures that the agreed-upon service levels are documented and regularly reviewed to remain aligned with customer expectations.
Involving senior management (C) or the legal department (B) might pressure the customer but does not address the core issue of aligning the service level with the customer’s actual needs. Similarly, involving the project team (D) to explain the service in detail might be useful for clarification but is secondary to aligning the service level agreements through SLM.
Question #23
Customers who love to eat organic food are an example of which category?
- A . Behavioural market category
- B . Geographic market category
- C . Psychographic market category
- D . Demographic market category
Correct Answer: C
C
Explanation:
Customers who love to eat organic food represent a market segment based on their lifestyle, beliefs, and values. This segmentation falls under the psychographic market category.
Psychographic Market Category:
Psychographic segmentation divides the market based on lifestyle, values, attitudes, and personality traits. Consumers who prefer organic food typically share specific values and lifestyles related to health, environmental consciousness, and sustainability, making this a psychographic segmentation.
Reference: ITIL 4 acknowledges psychographic segmentation as a powerful tool for understanding and targeting consumers based on their behaviors, values, and lifestyle choices (Drive Stakeholder Value, Section 5.2).
Incorrect Options:
A: Behavioral market category focuses on consumer behavior, such as buying habits, usage, and decision-making processes, rather than values and lifestyles.
B: Geographic market category segments the market based on location, such as regions, cities, or countries.
D: Demographic market category segments the market based on variables like age, gender, income, and education.
C
Explanation:
Customers who love to eat organic food represent a market segment based on their lifestyle, beliefs, and values. This segmentation falls under the psychographic market category.
Psychographic Market Category:
Psychographic segmentation divides the market based on lifestyle, values, attitudes, and personality traits. Consumers who prefer organic food typically share specific values and lifestyles related to health, environmental consciousness, and sustainability, making this a psychographic segmentation.
Reference: ITIL 4 acknowledges psychographic segmentation as a powerful tool for understanding and targeting consumers based on their behaviors, values, and lifestyle choices (Drive Stakeholder Value, Section 5.2).
Incorrect Options:
A: Behavioral market category focuses on consumer behavior, such as buying habits, usage, and decision-making processes, rather than values and lifestyles.
B: Geographic market category segments the market based on location, such as regions, cities, or countries.
D: Demographic market category segments the market based on variables like age, gender, income, and education.
Question #24
An organization just added a voice assistant on its vacuum cleaners.
The marketing team is preparing the launch of the appliance.
What is the correct approach they should consider?
- A . Consider reducing the prices to reach a bigger customer base.
- B . Consider increasing the warranty and a service contract for maintenance in the future.
- C . Consider sparking the customer’s interest and focus on the benefits of the voice assistant.
- D . Consider setting up a peer-to-peer support programme on your website to grow the community organically.
Correct Answer: C
C
Explanation:
When launching a new product feature, such as a voice assistant on vacuum cleaners, it is crucial to focus on how this feature enhances the customer experience and the specific benefits it brings. In this case, sparking the customer’s interest and focusing on the benefits of the voice assistant aligns with the ITIL 4 principle of "Focus on Value," which involves understanding what customers value and clearly communicating the benefits they will receive from the service.
Marketing efforts should be geared towards illustrating how the voice assistant improves convenience, efficiency, and overall user satisfaction. This approach is part of the Engage activity within the Service Value Chain, which emphasizes understanding and meeting customer needs through effective communication and marketing strategies.
By focusing on the benefits, the marketing team can generate excitement and demand for the new feature, ensuring a successful product launch and enhancing customer loyalty.
C
Explanation:
When launching a new product feature, such as a voice assistant on vacuum cleaners, it is crucial to focus on how this feature enhances the customer experience and the specific benefits it brings. In this case, sparking the customer’s interest and focusing on the benefits of the voice assistant aligns with the ITIL 4 principle of "Focus on Value," which involves understanding what customers value and clearly communicating the benefits they will receive from the service.
Marketing efforts should be geared towards illustrating how the voice assistant improves convenience, efficiency, and overall user satisfaction. This approach is part of the Engage activity within the Service Value Chain, which emphasizes understanding and meeting customer needs through effective communication and marketing strategies.
By focusing on the benefits, the marketing team can generate excitement and demand for the new feature, ensuring a successful product launch and enhancing customer loyalty.
Question #25
An investment bank has outsourced its customer care helpline. It is keen to introduce experience
metrics into its Service Level Agreements (SLAs) with the service provider for the helpline. It has asked for a re-negotiation of the existing SLA.
Which is BEST example of an experience metric that can be included in the SLA?
Which approach is being demonstrated by these examples?
- A . Availability of the helpline during agreed hours
- B . Number of customer queries processed correctly
- C . Number of calls processed concurrently
- D . Customer satisfaction with the helpline
Correct Answer: D
D
Explanation:
The best example of an experience metric that can be included in the SLA is "Customer satisfaction with the helpline." ITIL 4 emphasizes that experience metrics focus on the end-user’s perception of the service. Customer satisfaction is a direct measure of how the service is perceived by the users, making it a valuable experience metric to include in the SLA for a customer care helpline.
D
Explanation:
The best example of an experience metric that can be included in the SLA is "Customer satisfaction with the helpline." ITIL 4 emphasizes that experience metrics focus on the end-user’s perception of the service. Customer satisfaction is a direct measure of how the service is perceived by the users, making it a valuable experience metric to include in the SLA for a customer care helpline.
Question #26
A service provider has chosen a shift-left approach to deliver new services to its users. This approach has been challenging for some users.
What could be the reason?
- A . Users do not have sufficient skills to use the new tools.
- B . No formal records under service provider’s control.
- C . Service can have privacy concerns for the users.
- D . Service has limited scalability.
Correct Answer: A
A
Explanation:
A shift-left approach in IT service management involves moving tasks traditionally performed by higher-level support to lower levels or even to the end-users themselves. This approach is designed to increase efficiency and reduce resolution times, but it can pose challenges if users are not adequately prepared.
Shift-Left Challenges:
The shift-left strategy requires users to take on more responsibility for resolving issues using tools or resources provided by the service provider. If users lack the necessary skills or knowledge to effectively use these tools, they may struggle, leading to frustration and reduced service satisfaction.
Reference: ITIL 4 suggests that shift-left strategies need to be supported by adequate user training and support resources to be effective (ITIL 4 Foundation, Service Management Practices). Incorrect Options:
B: The absence of formal records under the service provider’s control is not directly related to user difficulties with a shift-left approach.
C: Privacy concerns could be an issue but are not typically the main challenge associated with shift-left strategies.
D: Limited scalability may impact service delivery but is not the primary challenge in user adoption of shift-left practices.
Conclusion:
The primary challenge with a shift-left approach can often be that users do not have sufficient skills to use the new tools effectively, making option A the correct answer.
A
Explanation:
A shift-left approach in IT service management involves moving tasks traditionally performed by higher-level support to lower levels or even to the end-users themselves. This approach is designed to increase efficiency and reduce resolution times, but it can pose challenges if users are not adequately prepared.
Shift-Left Challenges:
The shift-left strategy requires users to take on more responsibility for resolving issues using tools or resources provided by the service provider. If users lack the necessary skills or knowledge to effectively use these tools, they may struggle, leading to frustration and reduced service satisfaction.
Reference: ITIL 4 suggests that shift-left strategies need to be supported by adequate user training and support resources to be effective (ITIL 4 Foundation, Service Management Practices). Incorrect Options:
B: The absence of formal records under the service provider’s control is not directly related to user difficulties with a shift-left approach.
C: Privacy concerns could be an issue but are not typically the main challenge associated with shift-left strategies.
D: Limited scalability may impact service delivery but is not the primary challenge in user adoption of shift-left practices.
Conclusion:
The primary challenge with a shift-left approach can often be that users do not have sufficient skills to use the new tools effectively, making option A the correct answer.
Question #26
A service provider has chosen a shift-left approach to deliver new services to its users. This approach has been challenging for some users.
What could be the reason?
- A . Users do not have sufficient skills to use the new tools.
- B . No formal records under service provider’s control.
- C . Service can have privacy concerns for the users.
- D . Service has limited scalability.
Correct Answer: A
A
Explanation:
A shift-left approach in IT service management involves moving tasks traditionally performed by higher-level support to lower levels or even to the end-users themselves. This approach is designed to increase efficiency and reduce resolution times, but it can pose challenges if users are not adequately prepared.
Shift-Left Challenges:
The shift-left strategy requires users to take on more responsibility for resolving issues using tools or resources provided by the service provider. If users lack the necessary skills or knowledge to effectively use these tools, they may struggle, leading to frustration and reduced service satisfaction.
Reference: ITIL 4 suggests that shift-left strategies need to be supported by adequate user training and support resources to be effective (ITIL 4 Foundation, Service Management Practices). Incorrect Options:
B: The absence of formal records under the service provider’s control is not directly related to user difficulties with a shift-left approach.
C: Privacy concerns could be an issue but are not typically the main challenge associated with shift-left strategies.
D: Limited scalability may impact service delivery but is not the primary challenge in user adoption of shift-left practices.
Conclusion:
The primary challenge with a shift-left approach can often be that users do not have sufficient skills to use the new tools effectively, making option A the correct answer.
A
Explanation:
A shift-left approach in IT service management involves moving tasks traditionally performed by higher-level support to lower levels or even to the end-users themselves. This approach is designed to increase efficiency and reduce resolution times, but it can pose challenges if users are not adequately prepared.
Shift-Left Challenges:
The shift-left strategy requires users to take on more responsibility for resolving issues using tools or resources provided by the service provider. If users lack the necessary skills or knowledge to effectively use these tools, they may struggle, leading to frustration and reduced service satisfaction.
Reference: ITIL 4 suggests that shift-left strategies need to be supported by adequate user training and support resources to be effective (ITIL 4 Foundation, Service Management Practices). Incorrect Options:
B: The absence of formal records under the service provider’s control is not directly related to user difficulties with a shift-left approach.
C: Privacy concerns could be an issue but are not typically the main challenge associated with shift-left strategies.
D: Limited scalability may impact service delivery but is not the primary challenge in user adoption of shift-left practices.
Conclusion:
The primary challenge with a shift-left approach can often be that users do not have sufficient skills to use the new tools effectively, making option A the correct answer.
Question #28
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?
- A . Not more than 15 minutes of data can be lost.
- B . The service should be available 24/7, 99,99% of the time.
- C . The data should be kept recorded for 10 years.
- D . The service should combine the data from different sources.
Correct Answer: B
B
Explanation:
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.
B
Explanation:
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.
Question #29
A service provider is receiving complaints from the users about the migration to a new service. The
users are finding difficult to identify and use features of the migrated service.
What would have helped to prevent this?
- A . An e-learning course describing migration of service should be easily available to the users.
- B . All changes should be assessed and prioritized.
- C . The users should be marked as an important stakeholder in the stakeholder map.
- D . The outcomes should be part of the service level agreement.
Correct Answer: A
A
Explanation:
Providing an e-learning course on the migrated service would have significantly reduced user complaints by ensuring that they were well-informed about the new service features and how to use them effectively. The Awareness and Communication step within the Change Enablement practice under ITIL 4 stresses the importance of communicating changes to all relevant stakeholders and ensuring they have the necessary information and training to adapt to these changes.
The complaint in this scenario arises due to a lack of understanding and difficulty in using the new service. By offering an e-learning course, the service provider would be following the ITIL 4 guiding principle of "Collaborate and Promote Visibility," ensuring that users are informed and comfortable with the changes. Moreover, the Service Design and Transition stages emphasize the need to prepare users for new services, ensuring a smooth transition and minimizing resistance or confusion.
This solution aligns with ITIL 4’s focus on improving user experience by providing adequate resources for learning and adaptation, which in turn enhances overall service quality and customer satisfaction.
A
Explanation:
Providing an e-learning course on the migrated service would have significantly reduced user complaints by ensuring that they were well-informed about the new service features and how to use them effectively. The Awareness and Communication step within the Change Enablement practice under ITIL 4 stresses the importance of communicating changes to all relevant stakeholders and ensuring they have the necessary information and training to adapt to these changes.
The complaint in this scenario arises due to a lack of understanding and difficulty in using the new service. By offering an e-learning course, the service provider would be following the ITIL 4 guiding principle of "Collaborate and Promote Visibility," ensuring that users are informed and comfortable with the changes. Moreover, the Service Design and Transition stages emphasize the need to prepare users for new services, ensuring a smooth transition and minimizing resistance or confusion.
This solution aligns with ITIL 4’s focus on improving user experience by providing adequate resources for learning and adaptation, which in turn enhances overall service quality and customer satisfaction.
Question #29
A service provider is receiving complaints from the users about the migration to a new service. The
users are finding difficult to identify and use features of the migrated service.
What would have helped to prevent this?
- A . An e-learning course describing migration of service should be easily available to the users.
- B . All changes should be assessed and prioritized.
- C . The users should be marked as an important stakeholder in the stakeholder map.
- D . The outcomes should be part of the service level agreement.
Correct Answer: A
A
Explanation:
Providing an e-learning course on the migrated service would have significantly reduced user complaints by ensuring that they were well-informed about the new service features and how to use them effectively. The Awareness and Communication step within the Change Enablement practice under ITIL 4 stresses the importance of communicating changes to all relevant stakeholders and ensuring they have the necessary information and training to adapt to these changes.
The complaint in this scenario arises due to a lack of understanding and difficulty in using the new service. By offering an e-learning course, the service provider would be following the ITIL 4 guiding principle of "Collaborate and Promote Visibility," ensuring that users are informed and comfortable with the changes. Moreover, the Service Design and Transition stages emphasize the need to prepare users for new services, ensuring a smooth transition and minimizing resistance or confusion.
This solution aligns with ITIL 4’s focus on improving user experience by providing adequate resources for learning and adaptation, which in turn enhances overall service quality and customer satisfaction.
A
Explanation:
Providing an e-learning course on the migrated service would have significantly reduced user complaints by ensuring that they were well-informed about the new service features and how to use them effectively. The Awareness and Communication step within the Change Enablement practice under ITIL 4 stresses the importance of communicating changes to all relevant stakeholders and ensuring they have the necessary information and training to adapt to these changes.
The complaint in this scenario arises due to a lack of understanding and difficulty in using the new service. By offering an e-learning course, the service provider would be following the ITIL 4 guiding principle of "Collaborate and Promote Visibility," ensuring that users are informed and comfortable with the changes. Moreover, the Service Design and Transition stages emphasize the need to prepare users for new services, ensuring a smooth transition and minimizing resistance or confusion.
This solution aligns with ITIL 4’s focus on improving user experience by providing adequate resources for learning and adaptation, which in turn enhances overall service quality and customer satisfaction.