ITIL-DSVの無料問題集（82題）、ITIL-DSV認定試験参考書

ITIL ITIL-DSV 問題集

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試験コード：ITIL-DSV

試験名称：ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV)

最近更新時間：2025-08-02

問題と解答：全82問

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質問 1：
A service provider has chosen a shift-left approach to deliver new services to its users. This approach has been challenging for some users. What could be the reason?
A. Users do not have sufficient skills to use the new tools.
B. Service can have privacy concerns for the users.
C. Service has limited scalability.
D. No formal records under service provider's control.
正解：A
解説: (Topexam メンバーにのみ表示されます)

質問 2：
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?
A. Not more than 15 minutes of data can be lost.
B. The service should combine the data from different sources.
C. The service should be available 24/7, 99,99% of the time.
D. The data should be kept recorded for 10 years.
正解：C
解説: (Topexam メンバーにのみ表示されます)

質問 3：
An organization is looking for a service provider to support the less critical services. How would you describe the needs of the organization?
A. Utility based requirements linked to the current service solution to reduce the impact during the digital transformation.
B. Measurable financial targets to optimize the value of the service and total cost of ownership.
C. Measurable outcomes and goals giving the service provider the opportunity to take ownership of the service it is providing.
D. Value-based value streams to be followed by the service provider with clear and measurable targets.
正解：C
解説: (Topexam メンバーにのみ表示されます)

質問 4：
An organization wants to grow its customer base as it is currently experiencing a decline in users. The target group includes people of 65+ of age, with at least one grandchild. During which stage is this usually done?
A. Ideate
B. Empathize
C. Define
D. Prototype
正解：B
解説: (Topexam メンバーにのみ表示されます)

質問 5：
A service provider is setting up an agreement with an organization. As the user experience is important, it is added to the agreement. Which metric would you advise to be added to the agreement?
A. Maximum duration of an interruption
B. Number and frequency of returns to the previous stage
C. Unlimited monthly traffic
D. Maximum number of simultaneous downloads
正解：A
解説: (Topexam メンバーにのみ表示されます)

質問 6：
The IT Manager of an organization is drafting the business case to move to the public cloud. The IT Manager seeks your advice to understand the approach that can be considered. What is the best approach that you will suggest?
A. Put continual improvement at the center of this initiative and use all the ITIL guiding principles.
B. Draw up a customer journey map of all different types of customers to understand the value the service brings.
C. Map out the SWOT analysis and perform a risk analysis to understand which services are ready to be migrated to the public cloud.
D. Organize an onboarding workshop with all stakeholders early in the process, this will increase the customer's engagement.
正解：A

質問 7：
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?
A. Modify the Service Level Agreement to allow longer waiting times.
B. Investigate when the users are calling the service desk.
C. Merge the service desk and the engineering team to handle calls faster.
D. Increase the number of service desk employees.
正解：B
解説: (Topexam メンバーにのみ表示されます)

質問 8：
Customers who love to eat organic food are an example of which category?
A. Demographic market category
B. Geographic market category
C. Behavioural market category
D. Psychographic market category
正解：D
解説: (Topexam メンバーにのみ表示されます)

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ITIL ITIL-DSV 認定試験の出題範囲：

トピック	出題範囲
トピック 1	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.
トピック 2	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.
トピック 3	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.
トピック 4	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.
トピック 5	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.
トピック 6	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.
トピック 7	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.

参照：https://www.peoplecert.org/browse-certifications/it-governance-and-service-management/ITIL-1/itil-4-specialist-drive-stakeholder-value-2812

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