ITIL-4-Specialist-Create-Deliver-and-Support無料問題集「ITIL 4 Specialist: Create, Deliver and SupportExam」

質問 1

A service desk uses triage to ensure they work on the most urgent tasks first. This sometimes causes user satisfaction issues, because low priority requests can wart a long time before anyone starts to work on them.
What is the BEST way to manage this issue?

（A）Recruit more service desk staff so that they are able to work on low priority requests even when there are many higher priority tasks

（B）Use first-in first-out prioritization instead of triage, to ensure that tasks are worked on in the order that they are requested

（C）Increase the priority of requests that have been waiting a long time and are at risk of breaching agreed service levels

（D）Train users so that they know their requests might be delayed if there are many higher priority tasks in the backlog

正解：C 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

質問 2

A service provider is struggling to meet the incident resolution objectives for some incidents. Reports generated by the service management tools show that the resolution time is often longer than agreed in three types of situation: incident resolution requires a change to be implemented, incident resolution involves the internal software development team, incident resolution involves an external supplier. What should the service provider do to improve the situation?

（A）Review the incident resolution value stream

（B）Review the change enablement practice

（C）Review the incident management practice

（D）Review the incident resolution targets

正解：A 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

質問 3

An organization has experienced difficulties in providing user support at expected levels. The organization has asked one of its relationship managers and a business analyst to gather information about the types of issues which users and customers are experiencing. The organization would also like to understand the operational issues that support teams are experiencing.
Which practice is most likely to provide this information?

（A）Monitoring and event management

（B）Problem management

（C）Service desk

（D）Release management

正解：C 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

質問 4

An organization experiences a high level of variation in the demand for its development services. The organization has the capacity to fulfil the overall level of demand but wants to reduce the variation so that it does not have to prioritize work at peak times.
Which action would BEST help the organization influence the demand for its services?

（A）Engaging with a supplier to outsource tasks

（B）Increasing the number of test specialists

（C）Reducing the charges for less busy periods

（D）Introducing continuous integration and deployment

正解：C 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

質問 5

A managed service provider manages an organization's suppliers, provides some delivery functions to the organization, and coordinates service integration and management between the organization and its suppliers.
Which model is this an example of?

（A）Single provider

（B）Retained service integration

（C）Service guardian

（D）Service integration as a service

正解：D 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

質問 6

An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently. What should the organization do FIRST to start to improve the situation?

（A）Use value stream mapping to help understand the end-to-end flow of user support

（B）Review skills and competencies of user support staff to ensure they have the required capability

（C）Improve the integration of tools to ensure there are no gaps between processes

（D）Encourage teams to collaborate so they can focus on value for users

正解：A 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

質問 7

During a service design workshop, a development team aims to tailor their solutions to the needs and circumstances of the target users. What is the BEST approach for the team to achieve this?

（A）Create realistic user personas based on the gathered user data

（B）Involve many users from every target group in all steps of the design

（C）Use the latest technology capabilities to improve the look and feel of the designed solution

（D）Interview customers about their preferences

正解：A 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

ITIL-4-Specialist-Create-Deliver-and-Support 無料問題集「ITIL 4 Specialist: Create, Deliver and SupportExam」

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