Practice ITIL-4-Specialist-Drive-Stakeholder-Value Exam Online

Question 1

The purpose of Co-create is for those involved in the service relationship to act together to ensure continual value co-creation based on agreed service offerings.

The scope of the service provision and consumption step does NOT includes:

A : Service delivery and support

B : Service planning and design

C : Service consumption

D : Service usage

Answer: B

Question 2

Introduction session:

What is the right order, when we consider all the steps of the customer journey?

A : Explore, Engage, Offer, Agree, Onboard, Co-Create and Realize

B : Offer, Explore, Engage, Agree, Co-Create, Onboard and Realize

C : Engage, Explore, Agree, Offer, Onboard, Co-Create and Realize

D : Realize, Engage, Offer, Explore, Onboard, Co-Create and Agree

Answer: A

Question 3

Engaging with the service consumer includes, but is not limited to, building and sustaining relationships, understanding needs, and assessing mutual readiness and maturity.

What are examples of Basic relationship, Cooperative relationship and Partnership, in that order?

A : Demand is prioritized based on weak or subjective data / Shared goals for maximizing value and shared risks and rewards / Provider acts as a trusted adviser

B : Frequent misperceptions build distrust / The service provider and service consumer share common goals with a focus on value realization / The service portfolio is appropriate to service consumer needs

C : Provider acts as an ad-hoc order taker / ‘The routine is routine’ but innovation is a challenge / Shared goals for maximizing value and shared risks and rewards

D : Costs are usually transparent, but value may be hidden / Provider acts as a strategic partner / Relationship is based on mutual respect and understanding

Answer: C

Question 4

Customer Journey session:

What is the purpose of identifying, understanding, and mastering the customer journey, for the service provider perspective, when consider optimizing risk and compliance?

A : To ensure key service consumer risks have been identified and addressed

B : To gain optimal service value and experience from the service relationship

C : To focus on the customer satisfaction issues and key areas with the highest pay-outs related to costs

D : To identify and support specific service consumer behaviours and outcomes

Answer: C

Question 5

Engage session:

Various service relationships demand distinct evaluations of mutual readiness. Which statement is ACCURATE in this context?

A : The key factor for a basic relationship is assessing readiness to change.

B : The essential aspect for a partnership relationship is evaluating readiness to collaborate.

C : A partnership relationship necessitates assessment of capability, maturity, and past performance.

D : A basic relationship thrives on the foundation of readiness to collaborate.

Answer: B

Name:	ITIL 4 Specialist Drive Stakeholder Value
Exam Code:	ITIL-4-Specialist-Drive-Stakeholder-Value
Certification:	Peoplecert ITIL
Vendor:	PEOPLECERT
Total Questions:	227
Last Updated:	Apr 22, 2024

PEOPLECERT ITIL-4-Specialist-Drive-Stakeholder-Value