初心者向けのITIL-4-Transition試験 [2024] 問題集でITILのPDF問題
ITIL-4-Transitionプレミアム試験エンジンPDFをダウンロード
ITIL 4 Managing Professional Transition試験は、40問の択一問題からなるクローズドブックの試験です。試験時間は90分で、合格基準は70％です。この試験は、ITプロフェッショナルがITIL 4フレームワークに関する知識と、実世界の状況にITIL原則を適用する能力をテストするように設計されています。この資格は終身有効であり、再認証は必要ありません。
ITIL 4 Managing Professional Transition Certification試験は、ITIL V3 Foundation認定を既に取得し、知識とスキルをITILにアップグレードしたいITプロフェッショナル向けに設計されています。その重要な概念、原則、および実践を含む。また、4つのITILマネージングプロフェッショナルモジュールをカバーします。これには、ITIL 4スペシャリストの作成、配信、サポート、4スペシャリストのドライブステークホルダー価値、ITIL 4スペシャリスト高速IT、およびITIL 4ストラテジストの直接的な計画と改善が含まれます。
ITIL ITIL-4-Transition Examは、40の多肢選択問題からなる90分間の試験です。試験の合格スコアは40点中28点、または70％です。試験はオンラインまたは認定されたテストセンターで受験することができます。
質問 # 24
Which is included in onboarding?
1. Negotiating service targets with customers
2. Building awareness of the new consumer
3. Ensuring resources are prepared for service provision
4. Designing the service components and infrastructure
- A. 2 and 3
- B. 3 and 4
- C. 1 and 2
- D. 1 and 4
正解：A
質問 # 25
A software development team is intending to develop many new applications and services. They will need contributions from various practices to achieve this. How should these activities be combined?
- A. The software development manager should define requirements for all practices and ensure that they contribute to the over all service
- B. Each pratice should define the outputs it will produce and the required inputs it needs to succeed
- C. A value stream should be designed to include activities from all practices that are needed
- D. Practices should operate as suppliers to each other, using guidance form the 'supplier management' practice
正解：C
解説：
Explanation
A value stream is a way of describing how an organization responds to specific types of demand and opportunity, by combining and integrating various activities from different practices. A value stream is based on the service value chain, which is a flexible operating model that outlines the key activities required to facilitate value creation through the delivery and management of products and services. The service value chain consists of six activities: plan, improve, engage, design and transition, obtain/build, and deliver and support. Each activity can be supported by one or more practices, which are sets of organizational resources and capabilities that help perform work or accomplish an objective. By designing a value stream that includes activities from all practices that are needed, the software development team can ensure that they are creating value for their customers and users, as well as capturing value for themselves and other stakeholders. A value stream also helps to optimize the use of resources, eliminate waste, and improve efficiency and effectiveness.
References:
ITIL 4 Foundation: ITIL 4 Edition, section 4.2.1
ITIL 4 Value System: Chain and Stream Differences | SysAid, section "Value Streams"
質問 # 26
Which statement about user communities is CORRECT?
- A. User communities are created by service providers to investigate the cause of problems
- B. Every user community should have at least one super-user
- C. Communities set up by users may be recognized and supported by service providers
- D. Informal user communities should be disbanded and merged into official groups
正解：C
解説：
Explanation
User communities are groups of people who share a common interest or need related to a service or product.
They can be formal or informal, online or offline, and may be initiated by service providers or users themselves. User communities can provide valuable feedback, insights, and support for service providers, as well as enhance the user experience and satisfaction. Therefore, service providers may recognize and support user communities that are set up by users, as long as they respect their autonomy and do not interfere with their activities. User communities are not created by service providers to investigate the cause of problems (option A), nor should they be disbanded or merged into official groups (option C). User communities may or may not have super-users, who are users with advanced skills or knowledge who canhelp other users, but this is not a requirement for every user community (option D). References: ITIL 4 Foundation, page 77; ITIL 4 Specialist: Drive Stakeholder Value, page 33.
質問 # 27
Which charging mechanism could cause the price of a service to change depending on the time of day?
- A. Cost plus
- B. Differential charging
- C. Cost
- D. Market price
正解：B
質問 # 28
Which two stakeholders co-create value in the service relationship?
- A. The consumer and provider
- B. The investor and consumer
- C. The investor and supplier
- D. The provider and supplier
正解：A
質問 # 29
Which describes the customer journey?
- A. The actions that the service provider takes to attract new customers
- B. The experience the service user gets from the service provider
- C. The end-to-end experience customers have with service providers
- D. The actions that the user undertakes to be able to use the service
正解：C
解説：
Explanation
The correct answer is B. The end-to-end experience customers have with service providers. This is because the customer journey is a term that describes the complete lifecycle of a customer's interaction with a service provider, from the initial awareness and engagement, to the purchase and consumption, to the retention and advocacy12. The customer journey helps to understand the customer's needs, expectations, emotions, and satisfaction at each touchpoint, and to identify the opportunities for improvement and innovation.
A: The actions that the user undertakes to be able to use the service is not the correct answer, because this is only a part of the customer journey, not the whole definition. The user is the person who uses the service, not necessarily the person who pays for it or decides to use it. The actions that the user undertakes to be able to use the service are also known as the user journey, which is a subset of the customer journey12.
C: The actions that the service provider takes to attract new customers is not the correct answer, because this is also only a part of the customer journey, not the whole definition. The service provider is the organization that provides the service, not the customer. The actions that the service provider takes to attract new customers are part of the marketing and sales activities, which are the first stages of the customer journey12.
D: The experience the service user gets from the service provider is not the correct answer, because this is also only a part of the customer journey, not the whole definition. The service user is another term for the user, who may or may not be the customer. The experience the service user gets from the service provider is part of the service delivery and support activities, which are the middle stages of the customer journey12. References:
ITIL 4 Managing Professional Transition Module Sample Paper - English, page 11, question 4, answer B ITIL 4 Managing Professional Transition Module Candidate Syllabus - English, page 12, learning outcome 1.6
質問 # 30
A company has begun a new global line of business that has changed how IT supports the new systems. Recognizing the urgent need for two-way communication on the required changes, IT managers are trying to find better ways to obtain feedback than a standing agenda at staff meetings.
Which describes the BEST approach for establishing effective feedback channels?
- A. Establish office hours where staff are encouraged to drop by without appointments and discuss any concerns they have
- B. Initiate a project to select and implement a collaboration tool to facilitate two-way communication with staff
- C. Publish a printed weekly newsletter that clearly and consistently communicates change
- D. Research how individual teams communicate internally and use the most popular collaboration tools to collect feedback
正解：B
質問 # 31
A software development team makes many hundreds of small changes every week.
Who can BEST make the decision of whether to accept each change?
- A. The other members of the software development team
- B. The sponsor in the service consumer organization
- C. The software development manager
- D. The IT change manager
正解：A
解説：
Explanation
According to ITIL 4, change enablement is the practice of ensuring that risks are properly assessed, authorizing changes to proceed, and managing a change schedule in order to maximize the number of successful IT changes. ITIL 4 recognizes that changes can vary in size, complexity, and risk, and therefore proposes different types of changes that require different levels of authorization and control. One of these types is standard change, which is a low-risk, pre-authorized change that is well understood and follows an agreed procedure. Standard changes are typically delegated to the service provider or the service consumer, depending on the nature of the change. For example, a software development team that makes many hundreds of small changes every week can be authorized to approve and implement these changes themselves, as long as they follow the agreed change model and comply with the relevant policies and standards. This way, the software development team can benefit from faster and more efficient change delivery, while minimizing the overhead and bureaucracy of the change enablement process. Therefore, the best answer is D. The other members of the software development team, as they can act as the change authority for standard changes within their scope of work. References:
ITIL 4 Change Management Process | Blog | Digital.ai1
ITIL 4's Move from Change Management to Change Enablement2
質問 # 32
An organization has IT divisions distributed globally. As the organization has grown, it has become difficult to align the activities of the IT divisions with the organization 's objectives How can the organization ensure that all IT activities are aligned with the organization 's objectives?
- A. Establish increasingly detailed objectives at each level of the organization that align directly with the objectives of the layer above
- B. Put compliance controls in place to ensure that all centers of expertise are following the same practices
- C. Collect feedback from both organizational and IT leadership from each region
- D. Priories risk mitigation strategies in alignment with the organization 's risk appetite
正解：A
質問 # 33
A customer is retiring a service and has terminated the contract for the service with the service provider. The service provider will continue to deliver other services to the customer. Which should the service provider include in the plans to off board the service?
- A. Providing information to users about how to contact the service desk
- B. Creating training schedules for users on how to use the service
- C. Ensuring that user access rights are revoked for all services
- D. Identifying and making request for outstanding payments for the service
正解：D
解説：
Explanation
The correct answer is D. Identifying and making request for outstanding payments for the service. This is because the service provider should ensure that the financial obligations of the customer are fulfilled before the service is terminated. The service provider should also update the billing and accounting records, and close any open invoices or disputes related to the service12.
A: Ensuring that user access rights are revoked for all services is not the correct answer, because the service provider should only revoke the user access rights for the service that is being retired, not for all services. The service provider should also ensure that the customer data and assets related to the service are securely deleted or transferred, and that the service provider staff are reassigned or released12.
B: Providing information to users about how to contact the service desk is not the correct answer, because the service desk is not relevant for the service that is being retired. The service provider should provide information to users about how to access alternative or replacement services, if any, and how to provide feedback or complaints about the service retirement process12.
C: Creating training schedules for users on how to use the service is not the correct answer, because the service is being retired, not introduced. The service provider should not invest any resources or efforts in training users on how to use a service that will no longer be available. The service provider should instead focus on communicatingthe service retirement plan and timeline, and managing the expectations and emotions of the users12. References:
ITIL 4 Managing Professional Transition Module Sample Paper - English, page 10, question 3, answer D ITIL 4 Managing Professional Transition Module Candidate Syllabus - English, page 11, learning outcome 1.5
質問 # 34
An organization is reviewing the support of its IT services.
Which is an example of an 'outside in' approach?
- A. Contacting the organization's ITSM software tool provider to learn about software updates which might improve the support of the services
- B. Conducting customer and user satisfaction surveys to gather feedback on how customers and users perceive the support of IT services
- C. Asking for feedback from the internal technical teams to ensure they are able to deliver against the support requirements
- D. Understanding how infrastructure and application suppliers are involved in the end-to-end value chain for the support of services
正解：B
質問 # 35
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 is the FIRST step the organization should take to start to improve the situation?
- A. Encourage teams to collaborate so they can focus on value for users
- B. Use value stream mapping to help understand the end-to-end flow of user support
- C. Review skills and competencies of user support staff to ensure they have the required capability
- D. Improve the integration of tools to ensure there are no gaps between processes
正解：B
質問 # 36
Which statement about user communities is CORRECT?
- A. User communities are created by service providers to investigate the cause of problems
- B. Every user community should have at least one super-user
- C. Communities set up by users may be recognized and supported by service providers
- D. Informal user communities should be disbanded and merged into official groups
正解：C
質問 # 37
When an organization has initiated an IT transformation project, which 'organizational change management' activity should it carry out FIRST?
- A. Create a clear picture of what is changing and why it is valuable
- B. Communicate areas of waste that can be eliminated
- C. Develop a value stream map of the desired future changes
- D. Create corrective action plans for staff who are resistant to the change
正解：A
質問 # 38
When an organization has initiated an IT transformation project, which 'organizational change management' activity should it carry out FIRST?
- A. Create a clear picture of what is changing and why it is valuable
- B. Communicate areas of waste that can be eliminated
- C. Develop a value stream map of the desired future changes
- D. Create corrective action plans for staff who are resistant to the change
正解：A
解説：
Explanation
The correct answer is A because creating a clear picture of what is changing and why it is valuable is the first step in organizational change management. Organizational change management is the practice of ensuring that changes are effectively and smoothly implemented, and that the lasting benefits of change are achieved.
Creating a clear picture of the change involves defining the vision, scope, objectives, and benefits of the change, and communicating them to the stakeholders. This helps to create a sense of urgency, alignment, and commitment for the change, and to overcome resistance and ambiguity.
The other options are not correct because they are not the first activity in organizational change management.
Developing a value stream map of the desired future changes (option B) is a useful technique to identify and optimize the flow of value, but it is not the first activity. It requires a clear understanding of the change and its value proposition, which is established in option A. Creating corrective action plans for staff who are resistant to the change (option C) is a reactive and punitive approach to change management, which can create more resentment and distrust. It is not the first activity, nor the best practice, in organizational change management.
Communicating areas of waste that can be eliminated (option D) is a part of the lean approach to service management, which aims to optimize value by reducing waste and inefficiencies. However, it is not the first activity in organizational change management, as it does not address the vision, scope, objectives, and benefits of the change, which are essential for creating a clear picture of the change.
References:
ITIL 4 Managing Professional Transition Module Sample Paper - English, Question 3, Page 5 ITIL 4 Managing Professional: Transition Module | Axelos, Section "What is the ITIL 4 Managing Professional Transition Module?", Paragraph 3 ITIL 4 Managing Professional Transition Course Online - Simplilearn, Section "Course Overview", Paragraph 2
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 7, Section 7.2.1, Page 146
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 7, Section 7.2.2, Page 147
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 7, Section 7.2.3, Page 148
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 7, Section 7.2.4, Page 149
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 7, Section 7.2.5, Page 150
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 7, Section 7.2.6, Page 151
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 7, Section 7.2.7, Page 152
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 7, Section 7.2.8, Page 153
質問 # 39
A service provider is planning a major change to its services and the way it delivers them. The project will include many changes to the working practices of staff. The service provider expects resistance to these changes and would like to manage communication in a sensitive way. Which is the MOST appropriate approach?
- A. Use a mix of communication methods and ensure that a feedback mechanism is included that allows anonymity to be retained if desired
- B. Use a mix of communication methods and ensure that any feedback received is shared openly on a public forum to promote visibility
- C. Use instant messaging for both communicating and receiving feedback to ensure a quick response for all affected staff.
- D. Send an email to the affected staff and ensure that as much detail as possible is included to promote transparency
正解：A
解説：
Explanation
The most appropriate approach for the service provider is to use a mix of communication methods and ensure that a feedback mechanism is included that allows anonymity to be retained if desired. This is because the service provider expects resistance to the changes and would like to manage communication in a sensitive way. By using a mix of communication methods, the service provider can reach a wider audience and cater to different preferences and needs of the staff. By ensuring that a feedback mechanism is included, the service provider can collect valuable input from the staff and address any concerns or issues that may arise. By allowing anonymity to be retained if desired, the service provider can encourage honest and candid feedback from the staff and avoid any fear of retaliation or negative consequences. This approach is aligned with the ITIL guiding principles of collaborate and promote visibility, keep it simple and practical, and optimize and automate12. It also follows the ITIL best practices for effective communication, such as communication is a two-way process, timing andfrequency matter, and there is no single method of communication that works for everyone34. References:
The 7 Guiding Principles of ITIL 4 - IFS Blog1
The 7 Guiding Principles of ITIL 4: Practical Advice to Help You Make Decisions2 Using ITIL's concepts: 5 principles of good communication3 Importance of IT Communications in ITIL Implementation - Invensis Learning4
質問 # 40
In which TWO situations should be ITIL guiding principles be considered?
1. In every initiative
2. In all relationships with stakeholders
3. Only specific initiatives where the principle is relevant
4. Only specific stakeholder relationships where the principle is relevant
- A. 1 and 2
- B. 2 and 3
- C. 3 and 4
- D. 1 and 4
正解：A
質問 # 41
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