Free Online PEOPLECERT ITIL-4-Specialist-Drive-Stakeholder-Value Practice Test

Prepare Your PEOPLECERT ITIL-4-Specialist-Drive-Stakeholder-Value Exam Questions with Free online ITIL-4-Specialist-Drive-Stakeholder-Value Practice Test. Get Brilliant ITIL 4 Specialist Drive Stakeholder Value Exam Results with Valid ITIL 4 Specialist Drive Stakeholder Value Exam Dumps.

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Total 227 Questions | Updated On: May 15, 2024

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Question 1

Communication is fundamental for building relationships and trust. Poor communication can ruin good intentions and lead to costs, delays, unnecessary disputes, and poor service delivery. Effective communication is especially important in the engagement step because that is when initial expectations are formed. The effectiveness of communication depends on the type of relationship between those communicating.

Which of the statements below is an example of global listening?

A : Environmental listening, includes everything that can be observed through all senses.

B : May be used when discussing requirements for a service (e.g. negotiating SLAs), participating in decision-making meetings, planning changes, etc.

C : Most of the attention is given to how the subject affects the listener, what emotions it evokes, and how it compares with individual preconceptions.

D : Not paying attention or focusing on what the speaker says.

Answer: A

Question 2

A customer typically maintains a proficient level of influence over a service provider concerning the attainment of predetermined service levels. However, the evaluation of service value frequently poses challenges.

Which stage of service relationship maturity characterizes this scenario?

A : Cooperative relationship

B : Basic relationship

C : Managed relationship

D : Partnership

Answer: B

Question 3

Engaging with the service consumer includes, but is not limited to, building and sustaining relationships, understanding needs, and assessing mutual readiness and maturity.

What are examples of Basic relationship, Cooperative relationship and Partnership, in that order?

A : Demand is prioritized based on weak or subjective data / Shared goals for maximizing value and shared risks and rewards / Provider acts as a trusted adviser

B : Frequent misperceptions build distrust / The service provider and service consumer share common goals with a focus on value realization / The service portfolio is appropriate to service consumer needs

C : Provider acts as an ad-hoc order taker / ‘The routine is routine’ but innovation is a challenge / Shared goals for maximizing value and shared risks and rewards

D : Costs are usually transparent, but value may be hidden / Provider acts as a strategic partner / Relationship is based on mutual respect and understanding

Answer: C

Question 4

When service consumers are individuals, there are numerous factors that affect how the service provider manages the service relationship during the customer journey.

What is a challenge in the relationship management with individual service consumers during the Offer step?

A : Need for simple and fast contracting procedures and interfaces

B : The opinions of communities, influencers, and peers are important for an initial engagement decision

C : Sometimes service consumers are unaware of their needs and opportunities

D : Large number of service consumers with different skills and backgrounds

Answer: A

Question 5

Introduction session:

What is the right order, when we consider all the steps of the customer journey?

A : Explore, Engage, Offer, Agree, Onboard, Co-Create and Realize

B : Offer, Explore, Engage, Agree, Co-Create, Onboard and Realize

C : Engage, Explore, Agree, Offer, Onboard, Co-Create and Realize

D : Realize, Engage, Offer, Explore, Onboard, Co-Create and Agree

Answer: A

Page: 1 / 46

Total 227 Questions | Updated On: May 15, 2024

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