Exam Overview
| Exam Code | ITIL-DSV |
| Exam Name | ITIL 4 Specialist Drive Stakeholder Value |
| Vendor | PeopleCert |
| Total Questions | 595 |
| Last Updated | 26-Oct, 2026 |
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Free ITIL-DSV Practice Questions
Explore 8 free practice questions for the PeopleCert ITIL-DSV exam and review the answers and explanations to support your preparation.
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Question 1
Single answerA service provider has recently released an upgrade to its payroll service. The service provider had told the customer that the upgrade would include functionality to copy information from various other HR systems, to reduce the amount of manual data entry. However, this statement was not documented at the time and the proposed functionality was not included in design then. Which practice includes activities which could have helped to avoid this situation?
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Option A:Correct
Portfolio management
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Option B:Correct
Service catalogue management
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Option C:Correct
Business analysis
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Option D:Correct
Service desk
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Correct Answer: C
Explanation
The practice that includes activities which could have helped to avoid the situation where promised functionality was not delivered is "Business analysis." ITIL 4 highlights that business analysis is critical in ensuring that all requirements are accurately captured, documented, and communicated during the design and development phases. Proper business analysis would have identified the need to include the functionality in the design and ensured it was delivered.
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Question 2
Single answerA service provider is implementing a new IT service. How should they approach the measurement of service value realization?
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Option A:Correct
Evaluating customer satisfaction post-service delivery
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Option B:Correct
Prioritizing immediate financial outcomes from the service.
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Option C:Correct
Identifying both direct and indirect indicators of service value
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Option D:Correct
Overlooking less tangible indicators of service value.
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Correct Answer: C
Explanation
Identifying both direct and indirect indicators is crucial for a comprehensive assessment of service value realization. Ref 9.2 ITIL4 DSV
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Question 3
Single answerA 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?-
Option A:Correct
Improve the triage step to guide priority 1 incidents to specialized groups.
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Option B:Correct
Shift all service desk employees to the priority 1 incidents when they happen.
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Option C:Correct
Add additional staff to the service desk team.
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Option D:Correct
Remove the triage step as this slows down the incident resolution.
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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.
[: 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., , ] -
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Question 4
Single answerA service provider is losing its customers at a rapid pace. The Service Manager wants to understand the reason and asks to draw out the customer journey for this. Why is this a good idea?
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Option A:Correct
The service provider will be able to get optimal value out of the service it is delivering.
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Option B:Correct
The customer's risks will be removed when using the service.
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Option C:Correct
The service provider will be able to identify and understand specific customer's behavior and outcomes.
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Option D:Correct
The customer will have cheaper services because of the customer journey.
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Correct Answer: C
Explanation
Drawing out the customer journey is essential in this scenario because it allows the service provider to analyze and understand the specific behaviors and outcomes that are leading to customer attrition. The customer journey map provides a visual representation of the entire customer experience, from initial engagement to the end of their interaction with the service. This process helps in identifying pain points, unmet needs, and areas where the service may be falling short.
In ITIL 4, understanding and managing the customer journey is integral to the Engage and Design & Transition activities within the Service Value Chain (SVC) . The Engage activity focuses on understanding stakeholder needs and ensuring continued engagement, while Design & Transition ensures that the service meets the requirements of the stakeholders and delivers the expected outcomes. By mapping out the customer journey, the service provider can align their service offerings more closely with customer expectations, thereby improving satisfaction and reducing churn.
This approach is also supported by the ITIL 4 guiding principle of "Focus on Value" , which emphasizes the importance of understanding what is valuable to customers and aligning services accordingly. Mapping the customer journey enables the service provider to identify what customers value most and adapt the service to meet those needs effectively. -
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Question 5
Single answerAn organization is looking for a service provider to support the less critical services. How would you describe the needs of the organization?
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Option A:Correct
Measurable financial targets to optimize the value of the service and total cost of ownership.
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Option B:Correct
Utility based requirements linked to the current service solution to reduce the impact during the digital transformation.
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Option C:Correct
Measurable outcomes and goals giving the service provider the opportunity to take ownership of the service it is providing.
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Option D:Correct
Value-based value streams to be followed by the service provider with clear and measurable targets.
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Correct Answer: 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 -
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Question 6
Single answerA consumer organization is making significant changes to the technologies used by its employees, and is discussing
those changes with its service provider.
How can the service provider BEST demonstrate the capability to meet the needs of the consumer organization?-
Option A:Correct
Ensure there are adequate knowledge and skills to support the customer's changes
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Option B:Correct
Ensure there is adequate capacity to meet the increased demand of the changes
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Option C:Correct
Be respectful of the consumer organization's decision to make these changes
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Option D:Correct
Respond in a timely manner to the customer's enquiries
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Correct Answer: A
Explanation
To best demonstrate the capability to meet the needs of a consumer organization making significant technological changes, the service provider should "Ensure there are adequate knowledge and skills to support the customer's changes." ITIL 4 underscores the importance of aligning the service provider’s capabilities with the customer’s evolving needs. This involves not just having the right resources in place but also ensuring that the service provider’s team possesses the necessary skills and knowledge to support the changes effectively.
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Question 7
Single answerWhich is the BEST approach for a service consumer to use when they want to obtain services from a service provide?
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Option A:Correct
Develop a list of needs focusing on what should be achieved
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Option B:Correct
Ask the service provider to customize a solution to suit their requirements
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Option C:Correct
Ensure that their detailed requirements are based on a previous legacy solution
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Option D:Correct
Provide the service provider with a detailed list of requirements
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Correct Answer: A
Explanation
The best approach for a service consumer to use when they want to obtain services from a service provider is to "Develop a list of needs focusing on what should be achieved." ITIL 4 emphasizes the importance of focusing on outcomes rather than specific technical requirements. By clearly stating what needs to be achieved, the service provider can design or select the best service to meet those needs.
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Question 8
Single answerAn organization's customers have historically been satisfied with the functionality and performance of its services. Recently, however, the organization is getting complaints about both the performance of the services and areas, such as sales and customer support. How can the organization BEST collect the information needed to address these complaints?
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Option A:Correct
Use feedback from service reviews to assess value realization
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Option B:Correct
Conduct satisfaction surveys after service interactions
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Option C:Correct
Gather customer service performance metrics and map to SLAs
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Option D:Correct
Gather customer experience and service level metrics
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Correct Answer: D
Explanation
The organization can best collect the information needed to address complaints by "Gathering customer experience and service level metrics." ITIL 4 highlights the importance of understanding both the technical performance (service level metrics) and the user's perception of the service (customer experience metrics). This holistic approach provides comprehensive insights into the areas of concern, helping the organization address both performance and customer support issues.
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