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100+ Free ITIL 4 DSV Practice Questions

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A SaaS provider lets customers pay per active user per month with the option to scale up or down monthly. Which concept does this BEST illustrate?

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ArticleITIL 4 Foundation 2026: Scenario-Question Strategy to Consistently Score Above 80%12 min read
2026 Statistics

Key Facts: ITIL 4 DSV Exam

40

Exam Questions

PeopleCert

28/40

Passing Score

70%

90 min

Exam Duration

PeopleCert

$483 USD

Exam Fee

PeopleCert catalog

7 steps

Customer Journey

ITIL 4 DSV syllabus

3 years

Renewal Cycle

PeopleCert (60 CPD)

The current PeopleCert ITIL 4 DSV exam uses 40 multiple-choice questions in 90 minutes and requires 70% to pass. Official certification requirements now also state that candidates need ITIL Foundation or the ITIL 4 Managing Professional certificate and must complete accredited training or official eLearning before results are released. As of May 11, 2026, PeopleCert says ITIL 4 remains available while ITIL (Version 5) rolls out in phases, and no official retirement notice for DSV was found.

Sample ITIL 4 DSV Practice Questions

Try these sample questions to test your ITIL 4 DSV exam readiness. Each question includes a detailed explanation. Start the interactive quiz above for the full 100+ question experience with AI tutoring.

1What is the correct order of the seven steps in the ITIL 4 customer journey?
A.Engage, Explore, Offer, Agree, Onboard, Co-create, Realize
B.Explore, Engage, Offer, Agree, Onboard, Co-create, Realize
C.Explore, Offer, Engage, Agree, Onboard, Realize, Co-create
D.Engage, Onboard, Explore, Offer, Agree, Co-create, Realize
Explanation: The DSV syllabus defines the customer journey as seven sequential steps: Explore (understand markets/stakeholders), Engage (build relationships), Offer (design offerings), Agree (negotiate expectations), Onboard (bring users into services), Co-create (deliver value), and Realize (measure outcomes). Knowing the order matters because many DSV distractors swap adjacent steps.
2Which customer-journey step focuses on understanding markets and stakeholders before any engagement begins?
A.Engage
B.Offer
C.Explore
D.Onboard
Explanation: Explore is the first step of the customer journey. It centers on understanding markets, customer segments, stakeholder needs, target operating models, and value propositions. Engage builds the relationship after Explore identifies who to engage with.
3A provider is documenting how a target customer segment differs in needs, behaviors, and willingness to pay. Which customer-journey activity is this?
A.Customer segmentation during Explore
B.Onboarding plan during Onboard
C.Service catalog design during Offer
D.Customer success scoring during Realize
Explanation: Customer segmentation belongs to Explore. It groups potential customers by shared needs, behaviors, demographics, or value drivers so the provider can design propositions and channels that fit each group. Segmentation precedes engagement, offering, and onboarding.
4Which of the following BEST describes a target operating model in the context of DSV?
A.A list of all service-level targets to be agreed with customers
B.A description of how an organization intends to operate to deliver value to its customers and stakeholders
C.A technology blueprint that specifies vendor products and integration patterns
D.A capacity plan for support teams during steady-state operations
Explanation: A target operating model describes how an organization intends to operate, including its capabilities, processes, organization, technology, partners, and culture, in order to deliver value to customers and stakeholders. SLAs, technology blueprints, and capacity plans are narrower artifacts that sit underneath the operating model.
5What is the main purpose of a value proposition in the Explore step?
A.To define how incidents will be prioritized in production
B.To articulate why a customer should choose this provider's services to address their needs
C.To document underpinning contracts with strategic suppliers
D.To capture continual improvement opportunities raised during operations
Explanation: A value proposition states the specific value a provider promises to deliver to a target customer segment and why those customers should choose it over alternatives. It is shaped during Explore and tested through Engage and Offer.
6A provider chooses three communication channels (email, in-app chat, and a self-service portal) to reach a segment of digital-native users. Which step of the customer journey is this most directly part of?
A.Realize
B.Agree
C.Explore
D.Co-create
Explanation: Selecting communications channels for target segments is part of Explore, because channel choice flows from market and stakeholder understanding. Engage then uses those channels to build relationships, while Agree and Realize focus on commitments and outcomes.
7Which step focuses primarily on building relationships with stakeholders, communicating value, and managing supplier and partner relationships?
A.Explore
B.Engage
C.Offer
D.Realize
Explanation: Engage is the step that builds and sustains relationships with customers, users, suppliers, and partners, communicates value, and manages partner and supplier relationships at all levels.
8In ITIL 4 DSV, supplier types are commonly categorized at three levels. Which set BEST represents these levels?
A.Primary, secondary, tertiary
B.Tactical, operational, transformational
C.Commodity, operational, strategic
D.Vendor, partner, integrator
Explanation: ITIL 4 DSV groups supplier relationships into commodity (transactional, easily replaceable), operational (important to operations but not unique), and strategic (long-term, tightly integrated, hard to replace). Governance, contracting, and engagement intensity all increase from commodity through strategic.
9Which sourcing strategy describes splitting the supply of a service across multiple suppliers to reduce dependence on any one of them?
A.Insourcing
B.Multi-sourcing
C.Single sourcing
D.Outtasking
Explanation: Multi-sourcing distributes the supply of services across several suppliers. It reduces lock-in and concentration risk, but increases integration complexity. Single sourcing is the opposite, and insourcing keeps work inside the organization.
10Which approach BEST mitigates vendor lock-in for a strategic supplier?
A.Negotiate longer exclusive contracts to lower unit price
B.Use open standards, data portability clauses, and exit plans within the contract
C.Increase the volume of work given to that supplier to gain leverage
D.Outsource the integration layer to the same supplier
Explanation: Vendor lock-in is mitigated by designing for portability up front: open standards, exit clauses, defined data extraction formats, and tested transition plans. Longer exclusive contracts and greater volume concentration make lock-in worse, not better.

About the ITIL 4 DSV Exam

The ITIL 4 Specialist: Drive Stakeholder Value certification validates the practical knowledge needed to engage customers, users, suppliers, and partners across the seven-step customer journey from Explore through Realize. It emphasizes service relationships, experience design, agreement negotiation, onboarding, value co-creation, and outcome measurement.

Questions

40 scored questions

Time Limit

90 minutes

Passing Score

70%

Exam Fee

$483 USD (PeopleCert)

ITIL 4 DSV Exam Content Outline

30%

Explore and Engage: Markets, Stakeholders, and Relationships

Understanding markets and stakeholders, customer segmentation, target operating models, value propositions, communications channels, supplier types, and relationship building.

35%

Offer, Agree, and Onboard

Designing service offerings, service catalog management, dependency mapping, negotiating SLAs, OLAs, and underpinning contracts, balanced metrics, onboarding plans, and user training.

35%

Co-create Value, Realize Outcomes, and Service Relationships

Joint value co-creation, experience design CX/UX/EX, complaint handling, value realization through ROI and customer success, NPS, CSAT, CES, and managing the service relationship lifecycle.

How to Pass the ITIL 4 DSV Exam

What You Need to Know

  • Passing score: 70%
  • Exam length: 40 questions
  • Time limit: 90 minutes
  • Exam fee: $483 USD

Keys to Passing

  • Complete 500+ practice questions
  • Score 80%+ consistently before scheduling
  • Focus on highest-weighted sections
  • Use our AI tutor for tough concepts

ITIL 4 DSV Study Tips from Top Performers

1Memorize the seven customer-journey steps in order: Explore, Engage, Offer, Agree, Onboard, Co-create, Realize. Many DSV distractors swap adjacent steps.
2Practice distinguishing the three service-relationship types: Basic, Cooperative, and Partnership, including when each is appropriate.
3Treat watermelon SLAs (green on the outside, red on the inside) as an anti-pattern: real SLAs need balanced metrics covering outcomes and experience, not just operational targets.
4Differentiate SLAs (customer-facing), OLAs (internal teams), and UCs (external suppliers) because DSV scenarios frequently test which agreement applies.
5Learn supplier type levels: commodity, operational, and strategic suppliers, and how each is sourced and governed.
6Apply the ITIL 4 guiding principles, especially Focus on Value, Collaborate and Promote Visibility, and Progress Iteratively with Feedback, to DSV scenarios.

Frequently Asked Questions

How many questions are on the ITIL 4 DSV exam and how long do I get?

PeopleCert currently lists 40 multiple-choice questions with a 90-minute time limit for ITIL 4 Specialist: Drive Stakeholder Value. The exam is closed-book. Candidates taking the exam in a non-native language can still receive extra time under PeopleCert language-accommodation rules.

What score do I need to pass ITIL 4 Drive Stakeholder Value?

You need 70% to pass, which equals 28 correct answers out of 40. Because there is no negative marking, answer every question even when you have to eliminate down to the best ITIL-aligned option from plausible distractors.

What is the 7-step customer journey covered by DSV?

The DSV syllabus covers seven customer-journey steps: Explore (understand markets and stakeholders), Engage (build relationships), Offer (design service offerings), Agree (negotiate service expectations), Onboard (bring users into services), Co-create (deliver value together), and Realize (measure outcomes and value). Each step has its own learning outcomes and contributes to overall stakeholder value.

What are the prerequisites for ITIL 4 DSV in 2026?

PeopleCert currently lists ITIL Foundation or the ITIL 4 Managing Professional certificate as the certification prerequisite. The same page also states that accredited training or official eLearning is required and that exam results will not be released without proof of completion.

How much does the ITIL 4 DSV exam cost?

PeopleCert currently advertises ITIL 4 Specialist: Drive Stakeholder Value from US$483 on its ITIL catalog pages, but actual pricing varies by country, currency, package, and training provider. The official DSV product page also shows package-based pricing rather than a single universal standalone exam fee.

Did ITIL 4 DSV change in 2026?

As of May 11, 2026, PeopleCert has announced a phased ITIL (Version 5) rollout, but its official FAQ also says ITIL 4 remains available while the new pathway is introduced. I did not find an official DSV retirement notice or a changed DSV exam format, so the current public DSV specs remain 40 questions, 90 minutes, and a 70% passing mark.