Peoplecert ITIL-DSV Practice Exams
Last updated on Oct 22,2026- Exam Code: ITIL-DSV
- Exam Name: ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV)
- Certification Provider: Peoplecert
- Latest update: Oct 22,2026
Question #61
A service provider is failing its service level targets on a monthly basis. The resolution time of priority 1 incidents is breached frequently.
As the Incident Manager for the service provider, which action will you take?
- A . Improve the triage step to guide priority 1 incidents to specialised groups.
- B . Shift all service desk employees to the priority 1 incidents when they happen.
- C . Add additional staff to the service desk team.
- D . Remove the triage step as this slows down the incident resolution.
Correct Answer: A
A
Explanation:
When service level targets, especially for high-priority incidents, are consistently being missed, it is essential to address the root cause of delays and inefficiencies in the incident management process.
Triage Step:
Improving the triage step is crucial in ensuring that priority 1 incidents are quickly identified and routed to the appropriate specialized teams. Effective triage ensures that the most critical incidents are handled promptly by those with the necessary expertise, reducing resolution times.
Reference: ITIL 4 emphasizes the importance of a robust incident triage process as part of the Incident Management practice to ensure that incidents are correctly prioritized and assigned (ITIL 4 Foundation, Incident Management).
Incorrect Options:
B: Shifting all service desk employees to priority 1 incidents can disrupt other services and is not a sustainable solution.
C: Adding more staff may help but is not necessarily a targeted solution for improving incident resolution efficiency.
D: Removing the triage step could lead to mismanagement of incidents and potentially worsen the situation.
Conclusion:
The most effective action is to improve the triage step to ensure that priority 1 incidents are quickly routed to specialized groups, making option A the correct answer.
A
Explanation:
When service level targets, especially for high-priority incidents, are consistently being missed, it is essential to address the root cause of delays and inefficiencies in the incident management process.
Triage Step:
Improving the triage step is crucial in ensuring that priority 1 incidents are quickly identified and routed to the appropriate specialized teams. Effective triage ensures that the most critical incidents are handled promptly by those with the necessary expertise, reducing resolution times.
Reference: ITIL 4 emphasizes the importance of a robust incident triage process as part of the Incident Management practice to ensure that incidents are correctly prioritized and assigned (ITIL 4 Foundation, Incident Management).
Incorrect Options:
B: Shifting all service desk employees to priority 1 incidents can disrupt other services and is not a sustainable solution.
C: Adding more staff may help but is not necessarily a targeted solution for improving incident resolution efficiency.
D: Removing the triage step could lead to mismanagement of incidents and potentially worsen the situation.
Conclusion:
The most effective action is to improve the triage step to ensure that priority 1 incidents are quickly routed to specialized groups, making option A the correct answer.
Question #62
An organization wants to grow its customer base as it is currently experiencing a decline in users. The target group includes people of 65+ of age, with at least one grandchild.
During which stage is this usually done?
- A . Define
- B . Ideate
- C . Empathize
- D . Prototype
Correct Answer: C
C
Explanation:
In ITIL 4’s approach to customer-centric service management, "Empathize" is a critical stage, particularly when an organization is looking to grow its customer base or address a decline in users. This stage involves understanding the users, their experiences, and the challenges they face.
Understanding the Customer Needs:
In the Empathize stage, the focus is on gaining deep insight into the target audience, which in this case includes individuals aged 65 and above with grandchildren. The goal is to develop a genuine understanding of their needs, preferences, and pain points.
Applying Empathy:
Empathy maps, customer journey maps, and personas are often used to capture and articulate the experiences of the target group. These tools help to visualize what the customers see, feel, and think, which is essential when the target audience is specific, like elderly individuals with a family focus. Service Design and Customer Experience (CX):
The insights gathered during the Empathize stage inform the service design process. ITIL emphasizes that services should be designed to meet the users’ needs effectively, creating value through positive customer experiences. This aligns with the ITIL principle of "focus on value."
Reference to ITIL 4 Framework:
The Empathize stage corresponds to the "Engage" activity within the ITIL Service Value Chain. It ensures that the organization understands customer needs and how these can be met through the services provided. This stage directly impacts the organization’s ability to design services that resonate with the targeted demographic, leading to higher user satisfaction and potential growth in the customer base.
C
Explanation:
In ITIL 4’s approach to customer-centric service management, "Empathize" is a critical stage, particularly when an organization is looking to grow its customer base or address a decline in users. This stage involves understanding the users, their experiences, and the challenges they face.
Understanding the Customer Needs:
In the Empathize stage, the focus is on gaining deep insight into the target audience, which in this case includes individuals aged 65 and above with grandchildren. The goal is to develop a genuine understanding of their needs, preferences, and pain points.
Applying Empathy:
Empathy maps, customer journey maps, and personas are often used to capture and articulate the experiences of the target group. These tools help to visualize what the customers see, feel, and think, which is essential when the target audience is specific, like elderly individuals with a family focus. Service Design and Customer Experience (CX):
The insights gathered during the Empathize stage inform the service design process. ITIL emphasizes that services should be designed to meet the users’ needs effectively, creating value through positive customer experiences. This aligns with the ITIL principle of "focus on value."
Reference to ITIL 4 Framework:
The Empathize stage corresponds to the "Engage" activity within the ITIL Service Value Chain. It ensures that the organization understands customer needs and how these can be met through the services provided. This stage directly impacts the organization’s ability to design services that resonate with the targeted demographic, leading to higher user satisfaction and potential growth in the customer base.
Question #63
An organization is considering outsourcing its data center. The Supplier Manager is analyzing the
potential external service providers.
Which factor should NOT be considered by the Supplier Manager in the decision making process?
- A . Geographic presence
- B . Patents filed year to date
- C . Financial situation
- D . Size of the organization
Correct Answer: B
B
Explanation:
In the context of ITIL 4 and supplier management, certain factors are critical when evaluating and selecting external service providers. These factors generally include the provider’s geographic presence, financial situation, and size of the organization, all of which directly impact the ability of the provider to meet the organization’s needs and maintain reliable service delivery.
Geographic Presence:
This factor is important because the location of a supplier can affect service delivery, especially in terms of logistics, compliance with local laws, and the ability to provide on-site support if necessary. Analyzing geographic presence helps ensure that the supplier can effectively meet regional service requirements.
Reference: ITIL 4 emphasizes the importance of aligning supplier strategies with the geographic and regulatory needs of the organization (Drive Stakeholder Value, Section 5).
Financial Situation:
The financial health of a supplier is critical for assessing long-term viability and reliability. A supplier with a strong financial background is less likely to face operational disruptions that could affect service quality.
Reference: ITIL 4 highlights that understanding a supplier’s financial stability is crucial for assessing risk and ensuring that the supplier can sustain service levels (Drive Stakeholder Value, Section 5.3.4). Size of the Organization:
The size of a supplier can influence their ability to scale services, manage large contracts, and invest in innovation. Larger suppliers may offer more robust resources, but smaller suppliers might provide more specialized and flexible services.
Reference: ITIL 4 considers the size of a supplier as a factor in determining their capacity to meet current and future needs, ensuring they align with the organization’s requirements (Drive Stakeholder Value, Section 5.3.5).
Patents Filed Year to Date:
This factor, while potentially interesting in a general business context, is not relevant to the decision-making process in supplier management as per ITIL 4 guidelines. The number of patents a supplier has filed does not directly influence their capability to deliver the required services or meet the organization’s specific needs.
Reference: ITIL 4 does not consider patents filed as a relevant criterion in supplier selection or evaluation processes.
B
Explanation:
In the context of ITIL 4 and supplier management, certain factors are critical when evaluating and selecting external service providers. These factors generally include the provider’s geographic presence, financial situation, and size of the organization, all of which directly impact the ability of the provider to meet the organization’s needs and maintain reliable service delivery.
Geographic Presence:
This factor is important because the location of a supplier can affect service delivery, especially in terms of logistics, compliance with local laws, and the ability to provide on-site support if necessary. Analyzing geographic presence helps ensure that the supplier can effectively meet regional service requirements.
Reference: ITIL 4 emphasizes the importance of aligning supplier strategies with the geographic and regulatory needs of the organization (Drive Stakeholder Value, Section 5).
Financial Situation:
The financial health of a supplier is critical for assessing long-term viability and reliability. A supplier with a strong financial background is less likely to face operational disruptions that could affect service quality.
Reference: ITIL 4 highlights that understanding a supplier’s financial stability is crucial for assessing risk and ensuring that the supplier can sustain service levels (Drive Stakeholder Value, Section 5.3.4). Size of the Organization:
The size of a supplier can influence their ability to scale services, manage large contracts, and invest in innovation. Larger suppliers may offer more robust resources, but smaller suppliers might provide more specialized and flexible services.
Reference: ITIL 4 considers the size of a supplier as a factor in determining their capacity to meet current and future needs, ensuring they align with the organization’s requirements (Drive Stakeholder Value, Section 5.3.5).
Patents Filed Year to Date:
This factor, while potentially interesting in a general business context, is not relevant to the decision-making process in supplier management as per ITIL 4 guidelines. The number of patents a supplier has filed does not directly influence their capability to deliver the required services or meet the organization’s specific needs.
Reference: ITIL 4 does not consider patents filed as a relevant criterion in supplier selection or evaluation processes.
Question #64
What of the following is NOT an example of a service value driver?
- A . Resetting the PIN code for the user
- B . A new cell phone for the user
- C . Automatically renewing the contract with the service provider
- D . Access to the mobile network of a service provider
Correct Answer: C
C
Explanation:
A service value driver is a factor that directly contributes to the value a service provides to the consumer. It is typically something that enhances the user experience, improves efficiency, or reduces cost.
Option A (Incorrect): Resetting a PIN code is a basic service action that directly impacts user experience and can be considered a service value driver.
Option B (Incorrect): Providing a new cell phone is a tangible benefit that directly contributes to the service’s value from the user’s perspective.
Option C (Correct): Automatically renewing a contract is not a direct service value driver. While it may be a convenience, it does not directly enhance the service’s utility, performance, or user experience. Instead, it is more of an administrative action.
Option D (Incorrect): Access to the mobile network is a core aspect of the service and is directly tied to the value that users derive from the service.
C
Explanation:
A service value driver is a factor that directly contributes to the value a service provides to the consumer. It is typically something that enhances the user experience, improves efficiency, or reduces cost.
Option A (Incorrect): Resetting a PIN code is a basic service action that directly impacts user experience and can be considered a service value driver.
Option B (Incorrect): Providing a new cell phone is a tangible benefit that directly contributes to the service’s value from the user’s perspective.
Option C (Correct): Automatically renewing a contract is not a direct service value driver. While it may be a convenience, it does not directly enhance the service’s utility, performance, or user experience. Instead, it is more of an administrative action.
Option D (Incorrect): Access to the mobile network is a core aspect of the service and is directly tied to the value that users derive from the service.
Question #65
After onboarding, the customers can access the service provider’s mobile network.
What is this an example of?
- A . Provision of access to resources
- B . Interaction with operant service provider resources
- C . Joint Service actions
- D . Transfer of goods
Correct Answer: A
A
Explanation:
Provision of Access to Resources:
This involves enabling users to use specific services, applications, or resources provided by the service provider. In this case, allowing customers to access the mobile network is a clear example of granting access to a resource.
Reference: ITIL 4 details that provisioning access is a key part of service delivery, ensuring that users can effectively use the resources provided by the service provider (ITIL 4 Foundation, Service Management Practices).
Incorrect Options:
B: Interaction with operant service provider resources refers to how users engage with the active, operational aspects of the service, but this is more about the ongoing use rather than the initial access provision.
C: Joint Service actions involve collaborative activities between the service provider and the user, not merely providing access.
D: Transfer of goods implies a physical exchange of products, which is not relevant in the context of accessing a mobile network.
A
Explanation:
Provision of Access to Resources:
This involves enabling users to use specific services, applications, or resources provided by the service provider. In this case, allowing customers to access the mobile network is a clear example of granting access to a resource.
Reference: ITIL 4 details that provisioning access is a key part of service delivery, ensuring that users can effectively use the resources provided by the service provider (ITIL 4 Foundation, Service Management Practices).
Incorrect Options:
B: Interaction with operant service provider resources refers to how users engage with the active, operational aspects of the service, but this is more about the ongoing use rather than the initial access provision.
C: Joint Service actions involve collaborative activities between the service provider and the user, not merely providing access.
D: Transfer of goods implies a physical exchange of products, which is not relevant in the context of accessing a mobile network.
Question #66
Which statement about the end-to-end customer journey is CORRECT?
Which approach would be BEST aligned to the ‘design thinking’ methodology at this initial ’empathy’ stage?
- A . It reflects an overall perception
- B . It involves optimizing touchpoints
- C . It focuses on achieving outcomes
- D . It represents a pre-determined path
Correct Answer: A
A
Explanation:
The correct statement about the end-to-end customer journey is that "It reflects an overall perception." ITIL 4 explains that the customer journey encompasses the entire experience a customer has with a service provider, from initial contact to final service delivery and beyond. It is about the overall perception and experience rather than just optimizing individual touchpoints.
A
Explanation:
The correct statement about the end-to-end customer journey is that "It reflects an overall perception." ITIL 4 explains that the customer journey encompasses the entire experience a customer has with a service provider, from initial contact to final service delivery and beyond. It is about the overall perception and experience rather than just optimizing individual touchpoints.
Question #67
Just minutes before the service desk operations close for the day, a user calls with an urgent request.
What would be the BEST way to respond to the request?
- A . Log a ticket and work on it during the agreed business hours.
- B . Escalate to the second line team, the ticket remains within the service level agreement.
- C . Assess the impact and decide to help the user even outside of the agreed business hours.
- D . Listen and empathize with the user. Ask the user to call back during the agreed business hours.
Correct Answer: C
C
Explanation:
In situations where a request is urgent, particularly just before the close of service desk operations, it is crucial to assess the impact of the request on the user’s business or operations. If the impact is significant, providing assistance outside of the agreed business hours is justified. This approach reflects the ITIL 4 guiding principles of "Focus on Value" and "Collaborate and Promote Visibility."
By assessing the impact first, the service provider ensures that resources are allocated effectively to situations that truly need immediate attention, thereby protecting the overall service value and maintaining high levels of customer satisfaction.
Logging the ticket and addressing it during business hours (A) may be appropriate for non-urgent issues, but in this scenario, it could negatively impact the user. Escalating to the second line team (B) is also viable but may not be necessary if the first line can handle the issue. Simply asking the user to call back during business hours (D) could harm the relationship with the user and does not align with the principle of ensuring user satisfaction.
C
Explanation:
In situations where a request is urgent, particularly just before the close of service desk operations, it is crucial to assess the impact of the request on the user’s business or operations. If the impact is significant, providing assistance outside of the agreed business hours is justified. This approach reflects the ITIL 4 guiding principles of "Focus on Value" and "Collaborate and Promote Visibility."
By assessing the impact first, the service provider ensures that resources are allocated effectively to situations that truly need immediate attention, thereby protecting the overall service value and maintaining high levels of customer satisfaction.
Logging the ticket and addressing it during business hours (A) may be appropriate for non-urgent issues, but in this scenario, it could negatively impact the user. Escalating to the second line team (B) is also viable but may not be necessary if the first line can handle the issue. Simply asking the user to call back during business hours (D) could harm the relationship with the user and does not align with the principle of ensuring user satisfaction.
Question #68
An organization is looking for a service provider to support the less critical services.
How would you describe the needs of the organization?
- A . Measurable financial targets to optimize the value of the service and total cost of ownership.
- B . Utility based requirements linked to the current service solution to reduce the impact during the digital transformation.
- C . Measurable outcomes and goals giving the service provider the opportunity to take ownership of the service it is providing.
- D . Value-based value streams to be followed by the service provider with clear and measurable targets.
Correct Answer: C
C
Explanation:
When an organization seeks a service provider for less critical services, it is essential to define clear, measurable outcomes and goals. This approach allows the service provider to take ownership of the service delivery, ensuring accountability and alignment with the organization’s objectives.
Option A (Incorrect): While financial targets are important, they are not the primary focus when dealing with less critical services where outcomes and ownership are more significant.
Option B (Incorrect): Utility-based requirements focus more on the functionality of the service, which is less relevant for less critical services where outcomes are key.
Option C (Correct): This is the correct answer. Defining measurable outcomes and goals allows the service provider to take ownership, which is crucial for maintaining service quality and ensuring that the service meets the organization’s needs, especially for less critical services.
Option D (Incorrect): Value-based value streams are important, but the key here is the ownership and measurable outcomes, which directly tie into the service provider’s ability to manage the service effectively.
C
Explanation:
When an organization seeks a service provider for less critical services, it is essential to define clear, measurable outcomes and goals. This approach allows the service provider to take ownership of the service delivery, ensuring accountability and alignment with the organization’s objectives.
Option A (Incorrect): While financial targets are important, they are not the primary focus when dealing with less critical services where outcomes and ownership are more significant.
Option B (Incorrect): Utility-based requirements focus more on the functionality of the service, which is less relevant for less critical services where outcomes are key.
Option C (Correct): This is the correct answer. Defining measurable outcomes and goals allows the service provider to take ownership, which is crucial for maintaining service quality and ensuring that the service meets the organization’s needs, especially for less critical services.
Option D (Incorrect): Value-based value streams are important, but the key here is the ownership and measurable outcomes, which directly tie into the service provider’s ability to manage the service effectively.
Question #69
Which marketing technique helps to understand the needs of consumers by tracking their behavior?
- A . Market segmentation
- B . Brochures
- C . Profiling
- D . Value propositions
Correct Answer: C
C
Explanation:
The marketing technique that helps understand the needs of consumers by tracking their behavior is "Profiling." ITIL 4 discusses profiling as a method to gain insights into consumer behaviors, preferences, and needs. This technique involves gathering data on consumer interactions and using it to tailor services and marketing efforts to better meet consumer demands.
C
Explanation:
The marketing technique that helps understand the needs of consumers by tracking their behavior is "Profiling." ITIL 4 discusses profiling as a method to gain insights into consumer behaviors, preferences, and needs. This technique involves gathering data on consumer interactions and using it to tailor services and marketing efforts to better meet consumer demands.
Question #70
An organization has signed a contract to outsource its service desk function to a supplier. The organization wants to ensure that its customers and users will receive a seamless support service.
Which activity would MOST help the organization at this stage?
- A . Creating criteria to use when shortlisting suppliers
- B . Integrating supplier activities into organization’s value streams
- C . Defining strategy and principles for sourcing of resources
- D . Improving the effectiveness of contract renewal
Correct Answer: B
B
Explanation:
The activity that would most help the organization at this stage is "Integrating supplier activities into the organization’s value streams." ITIL 4 emphasizes the importance of ensuring that outsourced services are seamlessly integrated into the organization’s overall service delivery model. By aligning supplier activities with the organization’s value streams, the organization can ensure that its customers and users receive consistent and seamless support services.
B
Explanation:
The activity that would most help the organization at this stage is "Integrating supplier activities into the organization’s value streams." ITIL 4 emphasizes the importance of ensuring that outsourced services are seamlessly integrated into the organization’s overall service delivery model. By aligning supplier activities with the organization’s value streams, the organization can ensure that its customers and users receive consistent and seamless support services.