Get ITIL ITIL-DSV Passing Exam Dumps Questions December 2024

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ITIL-DSV Questions and Answers

Question # 1

An organization is selecting a service to develop strategic services. As you are leading the selection process, what would NOT be one of the factors that you will explore?

The concern for common goals

The need to improve over time

The ability to produce results

The ability to perform as expected

Question # 2

A consumer organization is making significant changes to the technologies used by its employees, and is discussing

those changes with its service provider.

How can the service provider BEST demonstrate the capability to meet the needs of the consumer organization?

Ensure there are adequate knowledge and skills to support the customer's changes

Ensure there is adequate capacity to meet the increased demand of the changes

Be respectful of the consumer organization's decision to make these changes

Respond in a timely manner to the customer's enquiries

Question # 3

A service provider is onboarding a large customer with a complex user base. It is advised that the service provider manages this as a:

Programme

Project

Emergency Change

Normal Change

Answer:

Explanation:

When onboarding a large customer with a complex user base, the service provider needs to manage various interrelated projects and activities that contribute to the overall outcome. This scenario requires a coordinated approach that can handle complexity, scale, and the need for multiple outcomes.

Programme:

A programme is a group of related projects managed in a coordinated way to obtain benefits and control not available from managing them individually. In the context of onboarding a large and complex customer, a programme ensures that all projects and activities are aligned with the overall objectives, facilitating effective management of dependencies, risks, and resources.

[: ITIL 4 emphasizes that large-scale, complex initiatives involving multiple projects should be managed as a programme to ensure alignment with strategic objectives and to manage the delivery of benefits across various interdependent projects (ITIL 4 Managing Professional, Drive Stakeholder Value)., Project:, A project typically focuses on delivering a specific output within a defined timeframe. While projects are essential components of a programme, managing the onboarding of a large, complex customer as a project alone would not address the multiple, interrelated aspects that need to be coordinated., Reference: ITIL 4 highlights that projects are suited for delivering specific deliverables but are not sufficient for managing complex, large-scale initiatives where multiple projects are interlinked., Emergency Change:, Emergency changes are unplanned and typically implemented to resolve a major incident or prevent a significant disruption. This is not relevant to the scenario of customer onboarding., Reference: ITIL 4's Change Enablement practice identifies emergency changes as critical, unplanned changes necessary to resolve an urgent issue, which does not apply to planned onboarding activities., Normal Change:, Normal changes are pre-approved, routine changes that follow a standard process. Managing the onboarding of a large customer is far more complex than what normal change processes handle., Reference: ITIL 4 describes normal changes as standard changes that are not suitable for complex, multi-faceted initiatives like onboarding a large customer., Conclusion:Managing the onboarding of a large customer with a complex user base should be done as a programme, which allows for coordinated management of multiple related projects and activities to achieve the overall strategic goals., , ]

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