Free ITIL ITIL-DSV Exam Dumps Questions & Answers

A 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?

• A.  The customer will have cheaper services because of the customer journey.
• B.  The customer's risks will be removed when using the service.
• C.  The service provider will be able to get optimal value out of the service it is delivering.
• D.  The service provider will be able to identify and understand specific customer's behavior and outcomes.

Resource constraints have slowed an organization's efforts to expand into new markets.
Which practice would recommend eliminating products and services that are not enabling value, so that the required resources can be made available?

• A.  Service level management
• B.  Business analysis
• C.  Service catalogue management
• D.  Portfolio management

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.  Identifying and making requests for outstanding payments for the service
• B.  Providing information to users about how to contact the service desk
• C.  Creating training schedules for users on how to use the service

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.  Prototype
• B.  Empathize
• C.  Ideate
• D.  Define

Which activity, carried out by both the service provider and the service consumer, enables service provision and consumption to start?

• A.  Designing the customer journey
• B.  Onboarding
• C.  Assessing mutual readiness
• D.  Building trust