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ITIL-DSV問題トレーリング & ITIL-DSV学習教材

さらに、Tech4Exam ITIL-DSVダンプの一部が現在無料で提供されています：https://drive.google.com/open?id=1iay_ryvQbnn0oHZPMxxS1hJF8LUj0S0s

他人の気付いていないときに、だんだんITILのITIL-DSV試験成功したいのですか？我が社はIT資格認証試験資料の販売者として、いつまでもできご客様に相応しく信頼できるITIL-DSV問題集を提供できます。あなたのすべての需要を満たすためには、一緒に努力します。躊躇われずに我々の模試験を利用してみてください。全力を尽くせば、ITIL-DSV試験の合格も可能となります。

ITIL ITIL-DSV 認定試験の出題範囲：

トピック
出題範囲

トピック 1

Understanding Stakeholder Needs and Expectations: This module guides IT service managers and professionals in identifying, assessing, and prioritizing the needs and expectations of diverse stakeholders, including customers, employees, partners, and regulators.

トピック 2

Customer Experience Management: In this module, IT service managers and customer experience professionals will gain a deeper insight into the principles of creating and sustaining a positive customer experience. It focuses on strategies to ensure that services are designed and delivered with the customer as the central focus, thereby enhancing overall satisfaction.

トピック 3

Customer Journey Mapping: This module provides customer experience professionals and service designers with the tools to map the customer journey. It involves identifying critical touchpoints, pinpointing pain points, and discovering opportunities for enhancing the customer experience, leading to improved service outcomes.

トピック 4

Service Level Management: This module equips IT service managers and service level managers with the skills to establish, monitor, and report on service levels to ensure they meet stakeholder requirements and agreements.

>> ITIL-DSV問題トレーリング <<

ITIL-DSV学習教材、ITIL-DSV試験合格攻略

Tech4Exam世界は急速に変化しており、ITIL従業員に対する要件はこれまでになく高くなっています。理想的な仕事を見つけて高収入を得たい場合は、優れた労働能力と深い知識を高めなければなりません。 ITIL-DSVのITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV)認定に合格すると、夢を実現できます。製品を購入すると、最高のITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV)学習教材が提供され、ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV)認定の取得に役立ちます。当社の製品は高品質であり、当社のサービスは完璧です。

ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) 認定 ITIL-DSV 試験問題 (Q69-Q74):

質問 # 69
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's risks will be removed when using the service.
B. The customer will have cheaper services because of the customer journey.
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.

正解：D

解説：
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.
Thecustomer journey mapprovides 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 theEngageandDesign & Transitionactivities within theService 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.

質問 # 70
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 situationimmediately. The issue is resolved quickly and the user is delighted with the service. What is this an example of?

A. Smoothing demand
B. Design thinking
C. Elevating capabilities
D. Moment of truth

正解：D

解説：
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.

質問 # 71
What is a challenge when onboarding individual consumers?

A. Ensuring the sponsor agrees the level of service that the consumer receives
B. Identifying and documenting service requirements
C. Returning consumer equipment and cancelling user rights
D. Handling a large number of service consumers with different skills

正解：D

解説：
A challenge when onboarding individual consumers is "Handling a large number of service consumers with different skills." Onboarding individual consumers can be complex because it involves catering to diverse skill levels, expectations, and needs. ITIL 4 emphasizes the importance of customizing onboarding processes to suit the varied requirements of different users to ensure a smooth and successful integration of the service.

質問 # 72
An organization is looking for a service provider to support the less critical services. How would you describe the needs of the organization?

A. Value-based value streams to be followed by the service provider with clear and measurable targets.
B. Measurable outcomes and goals giving the service provider the opportunity to take ownership of the service it is providing.
C. Measurable financial targets to optimize the value of the service and total cost of ownership.
D. Utility based requirements linked to the current service solution to reduce the impact during the digital transformation.

正解：B

解説：
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.

質問 # 73
An organization has a culture that encourages people to hide their mistakes. This reduces opportunities to improve in many different areas.
Which practice would MOST help to improve this situation and how?

A. Relationship management, by developing and communicating values and principles
B. Service desk, by sharing more internal IT information with users
C. Supplier management, by encouraging more open communication with suppliers
D. Service level management, by including discussions of transparency in customer meetings

正解：A

解説：
The practice that would most help improve a situation where an organization's culture encourages hiding mistakes is "Relationship management, by developing and communicating values and principles." ITIL 4 highlights the role of relationship management in fostering a culture of transparency and trust. By promoting open communication and ethical behavior, relationship management can address cultural issues that hinder improvement and innovation.

質問 # 74
......

現在多くの会社では、特別なGAQM、EMC、ISC認証などを持っているなら、高い給料が得られています。我々の提供するITIL-DSV問題集はあなたに試験に順調に合格することができます。試験に参加する前に、我々の模擬問題集ITIL-DSV資料が必要です。この問題集を選択したら、あなたは100％試験に合格することができます。

ITIL-DSV学習教材: https://www.tech4exam.com/ITIL-DSV-pass-shiken.html

さらに、Tech4Exam ITIL-DSVダンプの一部が現在無料で提供されています：https://drive.google.com/open?id=1iay_ryvQbnn0oHZPMxxS1hJF8LUj0S0s

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