ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) - ITIL-DSV FREE EXAM DUMPS QUESTIONS & ANSWERS

A service provider is failing its service level targets on a monthly basis. The resolution time of priority 1 incidents is breached frequently.
As the Incident Manager for the service provider, which action will you take?

An investment bank has outsourced its customer care helpline. It is keen to introduce experience metrics into its Service Level Agreements (SLAs) with the service provider for the helpline. It has asked for a re- negotiation of the existing SLA.
Which is BEST example of an experience metric that can be included in the SLA?Which approach is being demonstrated by these examples?

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?

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

A hotel organization launched an app to enable their customers to customize their menu during their stay.
What is this an example of?

An organization is identifying the needs for a new service. To ensure that the service is going to be fit for purpose, the organization has defined some requirements.
Which of the following is the best way to specify the requirements?

An organization just added a voice assistant on its vacuum cleaners.
The marketing team is preparing the launch of the appliance. What is the correct approach they should consider?

In consideration to the complaints of long waiting times, an organization wants to improve its service desk.
Which is the most appropriate action that the Service Desk Manager should consider?