ITIL-DSV Exam Dumps - ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV)

An attribute of a strategic partnership is that "Trust needs to be developed." ITIL 4 highlights that strategic partnerships are built on mutual trust and long-term collaboration rather than short-term, transactional relationships. Trust is essential for the sharing of knowledge, resources, and risks, which are critical elements in a strategic partnership​.

The issue of users having to repeat information and specialists not receiving the necessary information can be resolved by "Establishing omnichannel communications." ITIL 4 explains that omnichannel communication allows all interaction channels (such as phone, email, chat, etc.) to be integrated so that information is consistently shared and accessible across all platforms. This ensures that users do not have to repeat themselves and that specialists have access to the full context of the user’s interactions​.

When an organization shifts its training approach from being product-centric to focusing on the needs of the users, it is aligning with the ITIL guiding principle of "Focus on Value." This principle emphasizes the importance of understanding what is valuable to the user and ensuring that all activities and processes are aligned with delivering that value.

Focus on Value:

This guiding principle instructs organizations to understand what their users find valuable and to prioritize delivering that value in all their services and products. By shifting the training approach to focus on the needs of the users, the organization is ensuring that the training is relevant and beneficial to the users, thereby maximizing the value provided.

The practice that ensures users can easily find information on the portal and that the information is kept up-to-date is "Service catalogue management." ITIL 4 highlights that service catalogue management is responsible for ensuring that accurate and up-to-date information about services is available to users, making it easier for them to find and request services through an online portal​.

In situations where a request is urgent, particularly just before the close of service desk operations, it is crucial to assess the impact of the request on the user's business or operations. If the impact is significant, providing assistance outside of the agreed business hours is justified. This approach reflects theITIL 4 guiding principlesof"Focus on Value"and"Collaborate and Promote Visibility."

By assessing the impact first, the service provider ensures that resources are allocated effectively to situations that truly need immediate attention, thereby protecting the overall service value and maintaining high levels of customer satisfaction.

Logging the ticket and addressing it during business hours (A) may be appropriate for non-urgent issues, but in this scenario, it could negatively impact the user. Escalating to the second line team (B) is also viable but may not be necessary if the first line can handle the issue. Simply asking the user to call back during business hours (D) could harm the relationship with the user and does not align with the principle of ensuring user satisfaction.

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.

An example of planning for value co-creation is "Agreeing with a customer the service desk team's response times for each method of user contact." ITIL 4 emphasizes the importance of co-creating value through collaboration and agreement on service expectations. By agreeing on specific response times, both the service provider and the customer are aligned on expectations, which is crucial for effective service delivery and value creation​.

An example of a utility requirement for a cloud-based document storage service is "The service will allow each user 100GB of storage space." ITIL 4 defines utility as the functionality of a service that meets user needs. In this case, the amount of storage space provided is a key functional requirement that determines the utility of the service for its users​.