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PeopleCert ITIL 4 Specialist: Drive Stakeholder Value Exam Questions
- PeopleCert ITIL Certifications
- PeopleCert ITIL 4 Specialist Certifications
- Topic 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.
- Topic 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.
- Topic 3: Service Relationships: This module teaches service relationship managers and IT professionals how to effectively manage relationships with various stakeholders, including customers, users, suppliers, and partners. It emphasizes the development of strong, collaborative relationships that are crucial for supporting service delivery and fostering value creation.
- Topic 4: Value Co-creation: In this module, IT service managers and business leaders will delve into the concept of value co-creation, learning how value is not merely delivered to customers but is also created collaboratively with them. The module highlights the significance of engaging customers as active partners in the service process.
- Topic 5: 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.
- Topic 6: Service Metrics and KPIs: In this module, IT service managers and performance analysts will learn how to define and utilize key performance indicators (KPIs) and metrics to measure, report, and enhance service performance.
- Topic 7: 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.
- Topic 8: Communication and Collaboration: In the final module, IT service managers and communication specialists will develop the skills needed to foster positive relationships with stakeholders through effective communication and collaboration.
Free PeopleCert ITIL 4 Specialist: Drive Stakeholder Value Exam Actual Questions
Note: Premium Questions for ITIL 4 Specialist: Drive Stakeholder Value were last updated On Sep. 05, 2024 (see below)
An organization is using an out-of-the-box service from a large service provider. How does the service provider know about the organization's needs?
In the case of using an out-of-the-box service from a large service provider, the service provider typically knows about the organization's needs because 'The service provider's marketing and business analysis teams consider generic market needs, instead of the needs of this specific organization.' ITIL 4 indicates that standardized services are often designed based on common market needs rather than being tailored to the specific needs of individual customers, which is common with large, scalable service offerings.
A potential customer is having trouble agreeing on the level of service it requires. What is the best approach to consider to come to an agreement?
When a potential customer struggles to agree on the required service level, the best approach is to involve Service Level Management (SLM). The SLM practice is key in negotiating and aligning service levels with customer objectives and expectations, ensuring that the services delivered meet the customer's needs.
SLM works by understanding customer requirements and ensuring that the service levels are achievable and measurable. This practice also ensures that the agreed-upon service levels are documented and regularly reviewed to remain aligned with customer expectations.
Involving senior management (C) or the legal department (B) might pressure the customer but does not address the core issue of aligning the service level with the customer's actual needs. Similarly, involving the project team (D) to explain the service in detail might be useful for clarification but is secondary to aligning the service level agreements through SLM.
Which is the BEST approach for a service consumer to use when they want to obtain services from a service provide?
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.
An organization is encouraging its staff to work from home instead of the office. This has caused changes to how and
when users access services.
Which aspect of 'managing demand and opportunities' would provide a better understanding of this situation?
The aspect of 'managing demand and opportunities' that would provide a better understanding of changes in how and when users access services due to working from home is 'Analysing patterns of business activity.' ITIL 4 explains that understanding patterns of business activity (PBA) helps in predicting demand for services and ensuring that resources are allocated appropriately to meet the varying needs of users.
A service provider is collecting requirements for a cloud-based document storage service. Which is an example of a utility requirement for this service?
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.
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