2026 Actual PeopleCert ITIL-DSV Dumps, Updated Exam Questions for Guaranteed Pass

ITIL-DSV free sample questions and answers

PeopleCert ITIL-DSV practice quiz with correct answers for search indexing.

1. Question 1

   In the context of the 'five principles of service design thinking', which principle includes combining touchpoints and interactions into service moments?

   ASequencing
   

   BEvidencing
   

   CCo-creative
   

   DUser-centered
   

   Correct answer: A

   In the context of the 'five principles of service design thinking,' the principle that includes combining touchpoints and interactions into service moments is 'Sequencing.' ITIL 4 explains that sequencing involves arranging service interactions in a logical order to create meaningful and effective service moments, ensuring a cohesive and satisfying user experience.

   
   

2. Question 2

   An organization's customers have historically been satisfied with the functionality and performance of its services. Recently, however, the organization is getting complaints about both the performance of the services and areas, such as sales and customer support. How can the organization BEST collect the information needed to address these complaints?

   AUse feedback from service reviews to assess value realization
   

   BConduct satisfaction surveys after service interactions
   

   CGather customer service performance metrics and map to SLAs
   

   DGather customer experience and service level metrics
   

   Correct answer: D

   The organization can best collect the information needed to address complaints by 'Gathering customer experience and service level metrics.' ITIL 4 highlights the importance of understanding both the technical performance (service level metrics) and the user's perception of the service (customer experience metrics). This holistic approach provides comprehensive insights into the areas of concern, helping the organization address both performance and customer support issues.

   
   

3. Question 3

   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?

   AThe service provider's marketing and business analysis teams consider generic market needs, instead of the needs of this specific organization
   

   BThe service provider's business analysis team negotiates detailed requirements with the organization during the 'offer' stage of the relationship
   

   CThe organization provides a request for proposal (RfP) to the service provider, so they can understand the needs, and design the service to meet these needs
   

   DThe service provider's 'service level management' team negotiates detailed requirements with the organization during the 'co-create' stage of the relationship
   

   Correct answer: A

   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.

   
   

4. Question 4

   A service provider wants to use a technology-generated approach for updating a software application installed on the mobile devices of the service users. Which is the MOST APPROPRIATE method?

   AInstructing users to take their device to the service desk team when convenient
   

   BUsing a self-service portal for the user to request the service desk to provide the update
   

   CInstructing the service desk to contact users when updates are available, and guiding them through the update procedure
   

   DUsing a push method to check the user's device each time it is connected
   

   Correct answer: D

   The most appropriate method for updating a software application installed on mobile devices is 'Using a push method to check the user's device each time it is connected.' ITIL 4 recommends automated and seamless methods for delivering updates to users, particularly in situations where the user may not have the expertise or time to manage updates themselves. A push method ensures that updates are delivered efficiently without requiring user intervention, improving the overall user experience and maintaining service continuity.

   
   

5. Question 5

   A start-up wants to launch a new service. As funding is limited, which of the following is the best technique that they can use?

   AWeighted Job First
   

   BMinimum Viable Product
   

   CEstablish Pull
   

   DUser Story Mapping
   

   Correct answer: B

   For a start-up with limited funding, the focus should be on launching a new service quickly while minimizing costs and risks. The Minimum Viable Product (MVP) approach is ideally suited for this purpose.

   Minimum Viable Product (MVP):

   MVP is a product development strategy where a new product is developed with sufficient features to satisfy early adopters. The final, complete set of features is only designed and developed after considering feedback from the product's initial users. This approach minimizes the risk and investment required by enabling the organization to test the market with a basic version of the product.

   
   

   Weighted Job First:

   This is a prioritization technique used in Agile methodologies, focusing on delivering the most valuable features first. While useful, it is not as effective as MVP in managing financial constraints during a service launch.

   Establish Pull:

   This concept comes from Lean methodologies, emphasizing that work should only be done in response to demand (pull) rather than pushing work through the system. While important, it does not directly address the need for minimizing investment in a start-up scenario.

   User Story Mapping:

   User Story Mapping is a technique for visually organizing user stories to understand functionality, identify gaps, and plan releases. While useful for planning and prioritization, it does not directly help in minimizing upfront investment.

   Conclusion: For a start-up with limited funding, the best technique to launch a new service is the Minimum Viable Product (MVP) approach, which allows for early market entry with minimal investment and the ability to iterate based on user feedback.