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| Section | Weight | Objectives |
|---|---|---|
| Customer Value | 13% | - Value co-creation concepts - Value propositions - Customer value dimensions |
| Customer Journey Mapping | 13% | - 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 Access | 13% | - Barriers to access - Equity of service provision - Service accessibility |
| Knowing How to Generate Value | 13% | - Risk and cost considerations - Non-use value - Service consumption and usage |
| Measuring and Monitoring Value | 13% | - Customer satisfaction measurement - Value measurement methods - Service pricing and charging models |
| Realizing Value Throughout the Journey | 13% | - Value tracking - Onboarding and offboarding - Service readiness and availability |
| Building Stakeholder Relationships | 9% | - Relationship lifecycle - Supplier and partner relationships - Stakeholder communication |
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).
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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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「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。
Correct Answer: A 🗳️
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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?
Correct Answer: B 🗳️
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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?
Correct Answer: A 🗳️
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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?
Correct Answer: D 🗳️
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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。
Correct Answer: B 🗳️
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