ITIL ITIL-DSV日本語 : ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) (ITIL-DSV日本語版)

  • Exam Code: ITIL-DSV-JPN
  • Exam Name: ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) (ITIL-DSV日本語版)
  • Updated: Oct 24, 2026
  • Q & A: 82 Questions and Answers

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ITIL ITIL-DSV日本語 Exam Syllabus Topics:

SectionWeightObjectives
Customer Value13%- Value co-creation concepts
- Value propositions
- Customer value dimensions
Customer Journey Mapping13%- Mapping the customer journey
- Purpose and value of customer journey mapping
- Touchpoints and channels
Customer Experience (CX)13%- Customer experience culture
- Customer experience design principles
- CX metrics and key performance indicators (KPIs)
Ensuring Appropriate Access13%- Barriers to access
- Equity of service provision
- Service accessibility
Knowing How to Generate Value13%- Risk and cost considerations
- Non-use value
- Service consumption and usage
Measuring and Monitoring Value13%- Customer satisfaction measurement
- Value measurement methods
- Service pricing and charging models
Realizing Value Throughout the Journey13%- Value tracking
- Onboarding and offboarding
- Service readiness and availability
Building Stakeholder Relationships9%- Relationship lifecycle
- Supplier and partner relationships
- Stakeholder communication

ITIL ITIL-DSV日本語 Exam: What Candidates Ask

The ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) (ITIL-DSV日本語版) is ITIL's certification exam for ITIL 4 Managing Professional, at the Specialist level. It validates skills employers hire for, which is why it can affect your career and future. Related credentials include ITIL 4 Foundation, ITIL 4 Managing Professional (MP), ITIL 4 Strategic Leader (SL).

Files arrive by automatic email within a minute of payment — unlimited installations, and 24/7 customer assisting for any login or downloading issues if nothing shows up within 2 hours. If you fail the corresponding ITIL-DSV日本語 exam within 60 days of purchase, you have options: a full refund (send a scanned enrollment slip plus the official Score Report PDF within 2 days of the exam; processed within 7 days), waiting for the next updated version free, or changing to two other equal-value dumps free. Excluded: exams within 3 days of purchase, candidate names that don't match the payer, and free or expired products.

ITIL 4 Foundation certificate is required. It is recommended to have 2-3 years of IT service management experience before attempting this exam. Vendors revise eligibility rules from time to time, so verify the current requirements on the official page (official ITIL-DSV日本語 exam page) before booking.

The ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) (ITIL-DSV日本語版) blueprint covers 8 domains — including Customer Journey Mapping (13%), Knowing How to Generate Value (13%), Ensuring Appropriate Access (13%). The weightings tell you where to spend your hours; the complete outline above lists every subtopic.

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130 minutes for 40 questions. Efficient preparation includes pacing: rehearse timed sets until the clock feels manageable, not menacing.

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ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) (ITIL-DSV日本語版) Sample Questions:

Question #1

「サービス デザイン思考の 5 つの原則」の文脈では、タッチポイントとインタラクションをサービス モーメントに組み合わせることが含まれる原則はどれですか。

  • A. シーケンス
  • B. 共同創造
  • C. ユーザー中心
  • D. 証拠
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

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Question #2

エンドツーエンドのカスタマージャーニーに関する記述のうち正しいものはどれですか? この初期の「共感」段階で、「デザイン思考」の方法論に最もよく適合するアプローチはどれですか?

  • A. あらかじめ決められたパスを表す
  • B. 全体的な認識を反映している
  • C. 成果を達成することに焦点を当てている
  • D. タッチポイントを最適化することが含まれます
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

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Question #3

ある投資銀行は、顧客ケア ヘルプラインをアウトソーシングしています。この銀行は、ヘルプラインのサービス プロバイダーとのサービス レベル契約 (SLA) にエクスペリエンス メトリックを導入したいと考えています。この銀行は、既存の SLA の再交渉を求めています。
SLA に含めることができるエクスペリエンス メトリックの最良の例はどれですか?これらの例ではどのアプローチが示されていますか?

  • A. ヘルプラインに対する顧客満足度
  • B. 同時に処理される呼び出しの数
  • C. 正しく処理された顧客からの問い合わせの数
  • D. 合意された時間内にヘルプラインを利用できるかどうか
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

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Question #4

ある組織は、戦略計画の一環として、従来の情報システムをクラウドベースのサービスに置き換えることの利点と欠点を評価しています。市場は非常に競争が激しいため、組織はすべての要素を考慮に入れたいと考えています。
この決定に影響を与える可能性のある外部要因をこの組織が最もよく理解できるようにするには、どの手法を使用しますか?

  • A. ビジネス分析
  • B. 4次元評価
  • C. ステークホルダー分析
  • D. PESTLE分析
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

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Question #5

サービス マネージャーとの仮想通話を通じて、主要な顧客が新しいラップトップを配送するスタッフの応答時間について不満を述べています。ただし、すべての目標は達成されています。サービス マネージャーは問題を聞き、その重要性を考慮し、サービス レベル契約の見直しを提案します。この状況に最も適した聞き方は何ですか。

  • A. 注意深く聞く
  • B. 共感的な傾聴
  • C. ポジティブなリスニング
  • D. 選択的リスニング
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

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