Questions for the ITIL-DSV were updated on : Dec 01 ,2025
An internal IT service provider does not have all the skills needed to create and deliver a new service,
but could develop them with enough time. There are many external service providers who can
provide this service. Which approach should the organization follow to decide if they should use the
internal service provider or to source the service externally?
A
Explanation:
The organization should "Start by reviewing organizational policies for sourcing services, then
identify the most important criteria for selecting a service provider, and use a 'decision matrix' to
compare service providers." ITIL 4 advises that when deciding whether to source a service internally
or externally, it is crucial to consider organizational policies, identify key criteria for selection, and
use a structured approach like a decision matrix to make an informed choice.
Which statement about the end-to-end customer journey is CORRECT?Which approach would be
BEST aligned to the 'design thinking' methodology at this initial 'empathy' stage?
A
Explanation:
The correct statement about the end-to-end customer journey is that "It reflects an overall
perception." ITIL 4 explains that the customer journey encompasses the entire experience a
customer has with a service provider, from initial contact to final service delivery and beyond. It is
about the overall perception and experience rather than just optimizing individual touchpoints.
A service provider has received information from market analysis which shows that there is strong
demand for one of its products in countries in which it does not usually operate. Which activity
should the service provider perform now?
A
Explanation:
When a service provider identifies a strong demand for one of its products in new markets, the next
step is to "Understand and influence the behavior of different user profiles." ITIL 4 emphasizes the
importance of understanding customer and user profiles to tailor services and marketing strategies
effectively. By understanding the behavior and needs of different user profiles in these new markets,
the service provider can better position its product and influence purchasing decisions.
Which activity, carried out by both the service provider and the service consumer, enables service
provision and consumption to start?
B
Explanation:
The activity that enables service provision and consumption to start, carried out by both the service
provider and the service consumer, is "Onboarding." ITIL 4 describes onboarding as the process of
integrating the service consumer into the service environment, ensuring that they have the
necessary knowledge, tools, and access to begin using the service effectively. Onboarding is crucial
for establishing a strong foundation for the service relationship.
A service provider has recently released an upgrade to its payroll service. The service provider had
told the customer that the upgrade would include functionality to copy information from various
other HR systems, to reduce the amount of manual data entry. However, this statement was not
documented at the time and the proposed functionality was not included in design then.
Which practice includes activities which could have helped to avoid this situation?
C
Explanation:
The practice that includes activities which could have helped to avoid the situation where promised
functionality was not delivered is "Business analysis." ITIL 4 highlights that business analysis is critical
in ensuring that all requirements are accurately captured, documented, and communicated during
the design and development phases. Proper business analysis would have identified the need to
include the functionality in the design and ensured it was delivered.
In the context of the 'five principles of service design thinking', which principle includes combining
touchpoints and interactions into service moments?
A
Explanation:
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.
An organization is aiming to develop a partnership relationship with their service consumers. One of
the objectives is to increase the level of trust and customers' satisfaction by establishing a service
mindset across the organization. Which initiative is the BEST way to achieve it?
D
Explanation:
The best initiative to develop a partnership relationship with service consumers and increase trust
and customer satisfaction is to "Develop interpersonal skills and service empathy in all teams." ITIL 4
emphasizes the importance of service empathy and interpersonal skills in fostering a service
mindset. By enhancing these skills across the organization, teams can better understand and address
customer needs, leading to stronger relationships and higher satisfaction.
A service provider is collecting requirements for a cloud-based document storage service. Which is
an example of a utility requirement for this service?
D
Explanation:
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.
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?
D
Explanation:
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.
Which is the BEST approach for a service consumer to use when they want to obtain services from a
service provide?
A
Explanation:
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 provides an online portal that its employees can use to learn about and request
standard services. Which practice would ensure that users can easily find information on the portal
and that the information is kept up-to-date?
D
Explanation:
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.
Which TWO are examples that can be handled as service requests?
1. A customer asks a service provider to design an app for staff to submit vacation requests
2. A staff member asks for a new barcode scanner from an internal IT department
3. A manager requires swift changes to user access rights for an employee
4. A service provider establishes a channel for users to submit emergency changes
D
Explanation:
The examples that can be handled as service requests are "A staff member asks for a new barcode
scanner from an internal IT department" (2) and "A manager requires swift changes to user access
rights for an employee" (3). According to ITIL 4, service requests are predefined and standard
requests for services, which often include requests for hardware or changes in access rights. Both
examples fit within the typical scope of service requests.
Which TWO are possible checks for ensuring user entitlement before access to a service is provided?
1. Performing annual identity checks for all users
2. Confirming user identity when users contact the service desk team for support
3. Ensuring users receive training for services that require certification
4. Performing security checks when necessary to prove user identity
A
Explanation:
The two possible checks for ensuring user entitlement before access to a service are "Confirming
user identity when users contact the service desk team for support" (2) and "Ensuring users receive
training for services that require certification" (3). ITIL 4 suggests that verifying user identity is a
fundamental step in ensuring that access is only provided to authorized users, and that proper
training and certification may be required before granting access to certain services to ensure
security and compliance.
Different types of service relationships require different approaches to assessing mutual readiness.
Which of the following statements is CORRECT?
C
Explanation:
The correct statement is "Assessment of capability, maturity, and past performance is crucial for a
partnership relationship." ITIL 4 highlights that in partnership relationships, it is important to assess
not just readiness but also the capabilities, maturity, and past performance of both parties. This
ensures that the partnership can achieve its objectives and that both parties are aligned in terms of
skills and expectations.
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 situation
immediately. The issue is resolved quickly and the user is delighted with the service. What is this an
example of?
A
Explanation:
The situation described is an example of a "Moment of truth." In ITIL 4, a moment of truth occurs
when a customer has a critical experience with the service provider, which can significantly influence
their perception of the service. The prompt escalation and resolution of the incident beyond
standard SLA requirements is a perfect example of exceeding customer expectations during such a
critical moment.