ITIL-DSV Exam Questions and Answers

QUESTION: 11

After drawing the service value streams, some bottlenecks are apparent. To improve this, an organization will make use of:

User-Centered Design
Lean Techniques
Service Design Thinking
Agile Development

Answer(s): B

Explanation:

When bottlenecks are identified in service value streams, it is crucial to apply methodologies that are specifically designed to optimize processes, eliminate waste, and improve flow. Lean techniques are most appropriate for this purpose.
Lean Techniques:
Lean techniques focus on optimizing processes by identifying and eliminating waste, improving flow, and increasing efficiency. This approach is well-suited for addressing bottlenecks in service value streams as it emphasizes continuous improvement and the elimination of non-value-adding activities.

Reference:

ITIL 4 integrates Lean principles to enhance value stream effectiveness by reducing waste and improving process flow, particularly when bottlenecks are identified (ITIL 4 High-velocity IT, Drive Stakeholder Value).

User-Centered Design:
User-Centered Design focuses on designing products and services that meet the specific needs of users, emphasizing usability and user experience.
While valuable, it is not primarily aimed at process optimization or addressing bottlenecks.

ITIL 4 mentions User-Centered Design in the context of enhancing user experience, but it does not focus on resolving operational bottlenecks.
Service Design Thinking:
Service Design Thinking is an approach used to design and improve service experiences.
While it involves improving service delivery, it does not specifically target the identification and removal of process inefficiencies.

ITIL 4 includes Service Design Thinking as part of service design but not necessarily as a tool for process optimization in response to identified bottlenecks.
Agile Development:
Agile Development focuses on iterative development and delivering incremental value.
While Agile principles can be used to adapt and improve processes, Lean techniques are more directly related to eliminating inefficiencies in value streams.

ITIL 4 highlights Agile methodologies for their flexibility and iterative nature but emphasizes Lean for process optimization and efficiency.
Conclusion:
To address bottlenecks in service value streams effectively, an organization should use Lean Techniques, which are designed to optimize processes, reduce waste, and improve the overall flow of work.

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QUESTION: 12

A hotel organization launched an app to enable their customers to customize their menu during their stay.
What is this an example of?

Wants
Emotions
Needs
Stereotype

Answer(s): A

Explanation:

In the context of ITIL 4 and "Drive Stakeholder Value," the introduction of an app by a hotel organization to allow customers to customize their menu during their stay is a response to customer "wants." Wants refer to desires or preferences that enhance the customer experience but are not strictly necessary. This app likely addresses the customer's desire for convenience and personalization, which goes beyond basic needs and touches on what customers want to improve their experience.
Option A (Correct): This is the correct answer. The app enables customers to express their personal preferences, which aligns with their wants rather than basic needs. Option B (Incorrect): While emotions are important in customer experience, the app primarily addresses wants rather than emotions directly.
Option C (Incorrect): Needs are more fundamental requirements, like having access to food in general, rather than the customization of a menu.

Option D (Incorrect): Stereotype is not relevant in this context and does not relate to the customer's interaction with the app.

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QUESTION: 13

Through a virtual call with the Service Manager, a top consumer is complaining about the response time of the staff o delivering new laptops. However, all targets are met. The Service Manager listens to the issue, considers its importance, and proposes to review the Service Level Agreement.
Which type of listening is the most appropriate for this situation?

Positive Listening
Attentive Listening
Selective Listening
Empathic listening

Answer(s): D

Explanation:

In ITIL 4, especially in the "Drive Stakeholder Value" module, empathic listening is crucial when dealing with customer complaints, especially when they concern service perceptions that are not fully addressed by meeting formal targets. Empathic listening involves fully understanding the customer's feelings and concerns and responding in a way that shows genuine care and willingness to improve the service experience.
Option A (Incorrect): Positive Listening may involve an upbeat, affirmative approach but lacks the depth of understanding needed in this scenario.
Option B (Incorrect): Attentive Listening involves focusing on the speaker and their message but may not fully engage with the emotional content of the message. Option C (Incorrect): Selective Listening refers to focusing on parts of the conversation, which is not appropriate in a situation requiring full understanding and empathy. Option D (Correct): Empathic Listening is the correct answer. The Service Manager's willingness to consider the importance of the issue and propose a review of the Service Level Agreement shows an understanding of the customer's concerns beyond just the factual data.

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QUESTION: 14

An organization's business-critical service is experiencing frequent downtimes and slow performances.
What do you suggest to improve the situation?

Improve the recovery time object of the critical services to minimize the impact on the service value.
Coordinate with the business to understand how the services are aligned to the business goals.
Scale up the underlying infrastructure to increase the resilience of the service.
Match the usage of the services to the downtimes and propose actions to spread the demand.

Answer(s): B

Explanation:

When an organization's business-critical service is experiencing frequent downtimes and slow performances, the best approach according to ITIL 4's "Drive Stakeholder Value" is to coordinate with the business to ensure that the services are properly aligned with business goals. This ensures that any technical improvements or strategic adjustments directly support the business's objectives. Option A (Incorrect): Improving the recovery time objective (RTO) is important but may not address the root cause of the frequent downtimes and slow performance. Option B (Correct): Coordinating with the business to understand alignment is crucial. By ensuring that the services align with business goals, you can prioritize the most impactful improvements and ensure that technical adjustments meet strategic needs. Option C (Incorrect): Scaling up infrastructure may help with resilience, but without understanding the business alignment, this might not be the most efficient or necessary solution. Option D (Incorrect): Matching usage to downtimes might mitigate some issues but does not address the underlying causes of the performance problems.

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QUESTION: 15

An organization is looking for a service provider to support them in their digital transformation. As part of the service provider, what would be the first focus of your interactions?

Display the proof of the capabilities to deliver your products consistently.
Display solutions implemented at other customers within the same industry.
Understanding the customer purposes, issues, and needs.
Understanding the utility and warranty requirements to create the most value for the customers.

Answer(s): C

Explanation:

In ITIL 4, particularly within the "Drive Stakeholder Value" framework, the first focus of interaction when supporting a customer in digital transformation should be to understand their purposes, issues, and needs. This aligns with the guiding principle of "Focus on Value," ensuring that the service provider's solutions are truly aligned with the customer's objectives and challenges. Option A (Incorrect): Displaying proof of capabilities is important but should follow a deep understanding of the customer's specific situation.
Option B (Incorrect): While demonstrating solutions implemented for other customers can build trust, it should not be the first step. Customization to the specific customer's needs is more critical. Option C (Correct): This is the correct answer. Understanding the customer's specific purposes,

issues, and needs is foundational to providing valuable and relevant services. Option D (Incorrect): Understanding utility and warranty is crucial, but it should come after understanding the broader business context and specific needs.

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PEOPLECERT ITIL-DSV Exam (page: 3) PEOPLECERT ITIL 4 Specialist: Drive Stakeholder Value Updated on: 12-Feb-2026

QUESTION: 11

Explanation:

Reference:

QUESTION: 12

Explanation:

QUESTION: 13

Explanation:

QUESTION: 14

Explanation:

QUESTION: 15

Explanation:

PEOPLECERT ITIL-DSV Exam (page: 3)
PEOPLECERT ITIL 4 Specialist: Drive Stakeholder Value
Updated on: 12-Feb-2026