ITIL 4 Specialist: Drive Stakeholder Value

Review 39 ITIL-4-SPECIALIST-DRIVE-STAKEHOLDER-VALUE practice questions with answer explanations and community insights.

Question 1

Which market segmentation technique is based on data about lifestyle, personality, attitude, social class, values and beliefs?

  1. Geographical
  2. Demographical
  3. Psychographical
  4. Behavioural

Question 2

Which one of the following co-creates value between a service provider and a service consumer?

  1. Needs
  2. Personas
  3. Service offerings
  4. Service interactions

Question 3

A service provider designs and delivers a portfolio of shopping websites that must comply with retail website regulations. The websites should also support the service provider’s reputation for high-quality applications that are easy to use. The service provider wants to assess the value provided by the websites. Which is the BEST set of measurement criteria for comparing services in the portfolio?

  1. Customer satisfaction scores; weekly average availability of the website
  2. User satisfaction with web interfaces; number and impact of regulatory non-compliances
  3. Total cost of providing the service; number and impact of regulatory non-compliances
  4. Number of successful sales transactions; weekly average availability of the website

Question 4

An online retailer wishes to include a new measure in the service level agreement reports that they receive from their service provider. The measure is “the number of times shoppers abandon transactions”. What is this a measure of?

  1. Experience
  2. Utility
  3. Functionality
  4. Warranty

Question 5

Which relationship is price the MAIN driver of?

  1. Service relationship
  2. Basic relationship
  3. Cooperative relationship
  4. Partnership relationship