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 #31
An internal IT service provider does not have all the skills needed to create and deliver a new service, but could develop them with enough time. There are many external service providers who can provide this service.
Which approach should the organization follow to decide if they should use the internal service provider or to source the service externally?
- A . Start by reviewing organizational policies for sourcing services, then identify the most important criteria for selecting a service provider, and use a ‘decision matrix’ to compare service providers
- B . Start by understanding the cost of procuring the service internally and externally, then ask internal and external service providers to complete a ‘request for quotation1 documenting their preferred solution
- C . Start by asking the internal service provider to develop the required skills, then use these newly developed skills to create and deliver the new service internally
- D . Start by analysing and documenting the detailed service requirements, then ask external service providers to respond to a ‘request for information1 documenting how they would deliver to these requirements
Correct Answer: A
A
Explanation:
The organization should "Start by reviewing organizational policies for sourcing services, then identify the most important criteria for selecting a service provider, and use a ‘decision matrix’ to compare service providers." ITIL 4 advises that when deciding whether to source a service internally or externally, it is crucial to consider organizational policies, identify key criteria for selection, and use a structured approach like a decision matrix to make an informed choice.
A
Explanation:
The organization should "Start by reviewing organizational policies for sourcing services, then identify the most important criteria for selecting a service provider, and use a ‘decision matrix’ to compare service providers." ITIL 4 advises that when deciding whether to source a service internally or externally, it is crucial to consider organizational policies, identify key criteria for selection, and use a structured approach like a decision matrix to make an informed choice.
Question #32
While engaging with a new customer, a service provider should consider which of the following considerations FIRST?
- A . How can we provide feedback to the service provider.
- B . Which decisions and actions should involve the service provider.
- C . What dependencies and risks should be considered when consuming the service.
- D . What outcomes is the customer trying to realize.
Correct Answer: D
D
Explanation:
When engaging with a new customer, a service provider should first consider "What outcomes is the customer trying to realize." This aligns with the ITIL 4 principle of focusing on value. Understanding the desired outcomes helps in tailoring the service offerings to meet the specific needs and expectations of the customer, ensuring that the service provided is relevant and valuable. This approach is emphasized throughout the Drive Stakeholder Value module, where understanding and managing customer journeys, and co-creating value are key objectives.
D
Explanation:
When engaging with a new customer, a service provider should first consider "What outcomes is the customer trying to realize." This aligns with the ITIL 4 principle of focusing on value. Understanding the desired outcomes helps in tailoring the service offerings to meet the specific needs and expectations of the customer, ensuring that the service provided is relevant and valuable. This approach is emphasized throughout the Drive Stakeholder Value module, where understanding and managing customer journeys, and co-creating value are key objectives.
Question #33
Which activity describes user-centered service design?
- A . Using value stream mapping to identify a set of user requirements
- B . Building a prototype of the minimum functionality that can be produced quickly
- C . Balancing user experience with the technical and business requirements
- D . Applying the MoSCoW technique to a set of user requirements
Correct Answer: C
C
Explanation:
User-centered service design is described by "Balancing user experience with the technical and business requirements." ITIL 4 emphasizes that user-centered design involves understanding the user’s needs and expectations and ensuring that these are balanced with the technical feasibility and business goals. This approach ensures that the service is both user-friendly and aligned with the organization’s objectives.
C
Explanation:
User-centered service design is described by "Balancing user experience with the technical and business requirements." ITIL 4 emphasizes that user-centered design involves understanding the user’s needs and expectations and ensuring that these are balanced with the technical feasibility and business goals. This approach ensures that the service is both user-friendly and aligned with the organization’s objectives.
Question #34
A customer is retiring a service and has terminated the contract for the service with the service provider. The service provider will continue to deliver other services to the customer.
Which activity should the service provider include in the plans to offboard the service?
- A . Providing information to users about how to contact the service desk
- B . Creating training schedules for users on how to use the service
- C . Identifying and making requests for outstanding payments for the service
Correct Answer: C
C
Explanation:
When offboarding a service, the service provider should include "Identifying and making requests for outstanding payments for the service." ITIL 4 specifies that offboarding activities should ensure that all financial and contractual obligations are settled before the service is fully retired. This includes resolving any outstanding payments, finalizing documentation, and ensuring a smooth transition for ongoing services.
C
Explanation:
When offboarding a service, the service provider should include "Identifying and making requests for outstanding payments for the service." ITIL 4 specifies that offboarding activities should ensure that all financial and contractual obligations are settled before the service is fully retired. This includes resolving any outstanding payments, finalizing documentation, and ensuring a smooth transition for ongoing services.
Question #35
In consideration to the complaints of long waiting times, an organization wants to improve its service desk.
Which is the most appropriate action that the Service Desk Manager should consider?
- A . Investigate when the users are calling the service desk.
- B . Merge the service desk and the engineering team to handle calls faster.
- C . Modify the Service Level Agreement to allow longer waiting times.
- D . Increase the number of service desk employees.
Correct Answer: A
A
Explanation:
When faced with complaints about long waiting times at the service desk, the most appropriate action according to ITIL 4’s "Drive Stakeholder Value" practices would be to investigate the patterns of when users are contacting the service desk. This approach aligns with the ITIL 4 guiding principle of "Start Where You Are," which emphasizes the importance of understanding the current situation before making changes.
Option A (Correct): By investigating when users are calling, the Service Desk Manager can identify peak times, understand user behavior, and better allocate resources to meet demand. This approach ensures that any adjustments are data-driven and targeted, leading to more effective and efficient service improvements.
Option B (Incorrect): Merging the service desk with the engineering team may not necessarily result in faster call handling. It could create confusion and inefficiencies, as the roles and responsibilities of the service desk and engineering teams are typically distinct.
Option C (Incorrect): Modifying the Service Level Agreement (SLA) to allow longer waiting times is counterproductive. It would likely lead to decreased user satisfaction and does not address the root cause of the issue.
Option D (Incorrect): Increasing the number of service desk employees might help reduce waiting times, but it should only be considered after understanding the specific causes of the delays. Without proper analysis, this could lead to unnecessary costs and may not be the most efficient solution.
A
Explanation:
When faced with complaints about long waiting times at the service desk, the most appropriate action according to ITIL 4’s "Drive Stakeholder Value" practices would be to investigate the patterns of when users are contacting the service desk. This approach aligns with the ITIL 4 guiding principle of "Start Where You Are," which emphasizes the importance of understanding the current situation before making changes.
Option A (Correct): By investigating when users are calling, the Service Desk Manager can identify peak times, understand user behavior, and better allocate resources to meet demand. This approach ensures that any adjustments are data-driven and targeted, leading to more effective and efficient service improvements.
Option B (Incorrect): Merging the service desk with the engineering team may not necessarily result in faster call handling. It could create confusion and inefficiencies, as the roles and responsibilities of the service desk and engineering teams are typically distinct.
Option C (Incorrect): Modifying the Service Level Agreement (SLA) to allow longer waiting times is counterproductive. It would likely lead to decreased user satisfaction and does not address the root cause of the issue.
Option D (Incorrect): Increasing the number of service desk employees might help reduce waiting times, but it should only be considered after understanding the specific causes of the delays. Without proper analysis, this could lead to unnecessary costs and may not be the most efficient solution.
Question #36
What is an attribute of a strategic partnership?
- A . Trust needs to be developed
- B . Minimal information is shared
- C . The relationship is driven by price
- D . The customer needs to be able to exit easily
Correct Answer: A
A
Explanation:
An attribute of a strategic partnership is that "Trust needs to be developed." ITIL 4 highlights that strategic partnerships are built on mutual trust and long-term collaboration rather than short-term, transactional relationships. Trust is essential for the sharing of knowledge, resources, and risks, which are critical elements in a strategic partnership.
A
Explanation:
An attribute of a strategic partnership is that "Trust needs to be developed." ITIL 4 highlights that strategic partnerships are built on mutual trust and long-term collaboration rather than short-term, transactional relationships. Trust is essential for the sharing of knowledge, resources, and risks, which are critical elements in a strategic partnership.
Question #37
Which is a technique for identifying customers that have common demands?
- A . Market segmentation
- B . PESTLE
- C . Continual improvement model
- D . SWOT analysis
Correct Answer: A
A
Explanation:
"Market segmentation" is the technique for identifying customers that have common demands. ITIL 4 explains that market segmentation involves dividing a market into distinct groups of buyers who have different needs, characteristics, or behaviors, and who might require separate products or services. This technique allows service providers to tailor their offerings to specific segments more effectively.
A
Explanation:
"Market segmentation" is the technique for identifying customers that have common demands. ITIL 4 explains that market segmentation involves dividing a market into distinct groups of buyers who have different needs, characteristics, or behaviors, and who might require separate products or services. This technique allows service providers to tailor their offerings to specific segments more effectively.
Question #38
Performing security checks when necessary to prove user identity
- A . 2 and 3
- B . 3 and 4
- C . 1 and 4
- D . 1 and 2
Correct Answer: A
A
Explanation:
The two possible checks for ensuring user entitlement before access to a service are "Confirming user identity when users contact the service desk team for support" (2) and "Ensuring users receive training for services that require certification" (3). ITIL 4 suggests that verifying user identity is a fundamental step in ensuring that access is only provided to authorized users, and that proper training and certification may be required before granting access to certain services to ensure security and compliance.
A
Explanation:
The two possible checks for ensuring user entitlement before access to a service are "Confirming user identity when users contact the service desk team for support" (2) and "Ensuring users receive training for services that require certification" (3). ITIL 4 suggests that verifying user identity is a fundamental step in ensuring that access is only provided to authorized users, and that proper training and certification may be required before granting access to certain services to ensure security and compliance.
Question #39
An organization is changing its training approach to shift the focus from product centric to the needs of the users.
What of the following ITIL guiding principles is considered in this case?
- A . Progress iteratively with feedback
- B . Start where you are
- C . Optimize and automate
- D . Focus on value
Correct Answer: D
D
Explanation:
When an organization shifts its training approach from being product-centric to focusing on the needs of the users, it is aligning with the ITIL guiding principle of "Focus on Value." This principle emphasizes the importance of understanding what is valuable to the user and ensuring that all activities and processes are aligned with delivering that value.
Focus on Value:
This guiding principle instructs organizations to understand what their users find valuable and to prioritize delivering that value in all their services and products. By shifting the training approach to focus on the needs of the users, the organization is ensuring that the training is relevant and beneficial to the users, thereby maximizing the value provided.
Reference: ITIL 4 stresses the importance of focusing on value by considering the service consumer’s perspective and ensuring that all decisions and actions contribute to delivering value (ITIL Foundation, Guiding Principles).
Incorrect Options:
A: "Progress iteratively with feedback" emphasizes continuous improvement through iterative cycles and regular feedback but does not directly relate to changing the training focus.
B: "Start where you are" suggests building on existing practices rather than focusing on user needs.
C: "Optimize and automate" focuses on efficiency and process improvement rather than the alignment with user needs.
D
Explanation:
When an organization shifts its training approach from being product-centric to focusing on the needs of the users, it is aligning with the ITIL guiding principle of "Focus on Value." This principle emphasizes the importance of understanding what is valuable to the user and ensuring that all activities and processes are aligned with delivering that value.
Focus on Value:
This guiding principle instructs organizations to understand what their users find valuable and to prioritize delivering that value in all their services and products. By shifting the training approach to focus on the needs of the users, the organization is ensuring that the training is relevant and beneficial to the users, thereby maximizing the value provided.
Reference: ITIL 4 stresses the importance of focusing on value by considering the service consumer’s perspective and ensuring that all decisions and actions contribute to delivering value (ITIL Foundation, Guiding Principles).
Incorrect Options:
A: "Progress iteratively with feedback" emphasizes continuous improvement through iterative cycles and regular feedback but does not directly relate to changing the training focus.
B: "Start where you are" suggests building on existing practices rather than focusing on user needs.
C: "Optimize and automate" focuses on efficiency and process improvement rather than the alignment with user needs.
Question #40
A service provider is off-boarding a user.
Which of the following actions is recommended?
- A . Communicate to all stakeholders.
- B . Perform a root cause analysis.
- C . Ensure that all invoices are being paid.
- D . Revoke access to the service.
Correct Answer: D
D
Explanation:
Off-boarding a user is a critical process that must be handled carefully to ensure that all access rights and privileges are revoked to protect the organization’s data and systems.
Option A (Incorrect): While communication is important, the primary concern during off-boarding is to revoke access.
Option B (Incorrect): Performing a root cause analysis is not relevant to off-boarding unless there was a specific incident that necessitated the off-boarding.
Option C (Incorrect): Ensuring that invoices are paid is more of an administrative task and, while important, is not the key security action in the off-boarding process.
Option D (Correct): Revoking access to the service is the most crucial action to take when off-boarding a user. This ensures that the former user cannot access sensitive information or systems after their departure, which is essential for maintaining security.
D
Explanation:
Off-boarding a user is a critical process that must be handled carefully to ensure that all access rights and privileges are revoked to protect the organization’s data and systems.
Option A (Incorrect): While communication is important, the primary concern during off-boarding is to revoke access.
Option B (Incorrect): Performing a root cause analysis is not relevant to off-boarding unless there was a specific incident that necessitated the off-boarding.
Option C (Incorrect): Ensuring that invoices are paid is more of an administrative task and, while important, is not the key security action in the off-boarding process.
Option D (Correct): Revoking access to the service is the most crucial action to take when off-boarding a user. This ensures that the former user cannot access sensitive information or systems after their departure, which is essential for maintaining security.