ITIL-DSV Exam Questions & Answers
ITIL 4 Specialist: Drive Stakeholder Value • PeopleCert
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Sample ITIL-DSV Questions
Practice with real exam-style questions, each with the verified correct answer and explanation.
Which TWO are possible checks for ensuring user entitlement before access to a service is provided?
1. Performing annual identity checks for all users
2. Confirming user identity when users contact the service desk team for support
3. Ensuring users receive training for services that require certification
4. Performing security checks when necessary to prove user identity
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.
An organization is encouraging its staff to work from home instead of the office. This has caused changes to how and
when users access services.
Which aspect of 'managing demand and opportunities' would provide a better understanding of this situation?
The aspect of 'managing demand and opportunities' that would provide a better understanding of changes in how and when users access services due to working from home is 'Analysing patterns of business activity.' ITIL 4 explains that understanding patterns of business activity (PBA) helps in predicting demand for services and ensuring that resources are allocated appropriately to meet the varying needs of users.
A user has logged an incident because their laptop is performing badly. This is potentially going to impact a big sale. The service level agreement says that the response should be within 8 hours, but the service desk agent recognizes that this is an exceptional situation and escalates the situation immediately. The issue is resolved quickly and the user is delighted with the service. What is this an example of?
The situation described is an example of a 'Moment of truth.' In ITIL 4, a moment of truth occurs when a customer has a critical experience with the service provider, which can significantly influence their perception of the service. The prompt escalation and resolution of the incident beyond standard SLA requirements is a perfect example of exceeding customer expectations during such a critical moment.
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?
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.
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?
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.
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