最新の無料ITIL-4-Foundation効率的問題集をダウンロード2025年02月06日更新された544問がある
ITIL ITIL-4-Foundation試験練習テスト解答
質問 # 281
Which service level metrics are BEST for measuring user experience?
- A. Operational metrics
- B. Single system-based metrics
- C. Metrics linked to defined outcomes
- D. Metrics for the percentage of uptime of a service
正解：C
質問 # 282
Which practice provides a communications point for users to report operational issues, queries and requests?
- A. Incident management
- B. Relationship management
The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users. It provides a clear path for users to report issues, queries, and requests, and have them acknowledged, classified, owned, and actioned.
https://www.bmc.com/blogs/itil-service-desk/ - C. Service desk
- D. Continual improvement
正解：C
質問 # 283
Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?
- A. Service request management
- B. Change management
- C. Incident management
- D. Service level management
正解：C
解説：
Explanation
The purpose of incident management is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible. Incident management can have an enormous impact on customer and user satisfaction, and the perception of those stakeholders of the service provider.
https://www.bmc.com/blogs/itil-incident-management/
質問 # 284
Which is one of the MAIN concerns of the 'design and transition' value chain activity?
- A. Meeting stakeholder expectations
- B. Ensuring service components are available
- C. Understanding the organization's vision
- D. Understanding stakeholder needs
正解：A
解説：
The purpose of 'obtain/build' value chain activity is "to ensure that service components are available when and where they are needed, and meet agreed specifications." Service components for 'deliver and support' and service components for design and transition are key outputs of 'obtain/build' value chain activity.
質問 # 285
Which practice has a purpose that involves creating closer, more collaborative relationships?
- A. Service configuration management
- B. Release management
- C. Suppler management
- D. Information security management
正解：C
解説：
The purpose of the supplier management practice is to ensure that the organization's suppliers and their performances are managed appropriately to support the seamless provision of quality products and services1. This practice involves creating closer, more collaborative relationships with key suppliers to improve efficiency, effectiveness, and innovation2. Reference: ITIL Foundation - ITIL 4 Edition, page 16; ITIL 4 - A Pocket Guide, page 38.
質問 # 286
Which process is used to compare the value that new services offer with the value of the services they have
replaced?
- A. Service portfolio management
- B. Capacity management
- C. Service catalogue management
- D. Availability management
正解：A
質問 # 287
Which practice provides visibility of the organization's services by capturing and reporting on service performance?
- A. Service configuration management
- B. Service level management
- C. Service request management
- D. Service desk
正解：B
質問 # 288
Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?
- A. Think and work holistically
- B. Collaborate and promote visibility
- C. Progress iteratively with feedback
- D. Start where you are
正解：C
質問 # 289
Why should a service level agreement include bundles of metrics?
- A. To help focus on business outcomes, rather than operational result.
- B. To reduce the number of metrics that need to be measured and reported
- C. To ensure that the service levels have been agreed with customers
- D. To ensure that all services are included in the service reports
正解：A
解説：
Individual metrics without a specified service context are unhelpful. They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics, such as customer satisfaction and key business outcomes.
https://www.bmc.com/blogs/itil-service-level-management/#:~:text=Service%20Level%20Agreements%20(SLA
質問 # 290
What type of change is often used for resolving incidents or implementing security patches?
- A. Change model
- B. Emergency change
- C. Normal change
- D. Standard change
正解：B
解説：
Explanation
A change that must be implemented as soon as possible without strictly following the standard process e.g. to resolve an incident or implement a security patch.
The process for assessment and authorization is expedited to ensure quick implementation, so scheduling and documentation is not a priority.
The change authority may be separate from what is standard or normal practice, typically smaller in number but with greater capacity to expedite approval.
https://www.bmc.com/blogs/itil-change-enablement/
質問 # 291
Which is included in the purpose of the 'improve' value chain activity?
- A. Ensuring the continual improvement of practices across all value chain activities
- B. Ensuring that services continually meet expectations for quality, costs, and lime to market
- C. Ensuring a shared understanding of the improvement direction for services across the organization
- D. Ensuring continual engagement and good relationships with all stakeholders
正解：A
解説：
The purpose of the improve value chain activity is to ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
https://wiki.process-symphony.com.au/framework/lifecycle/service-value-systemitil-4/#:~:text=The%20purpose%20of%20the%20improve,four%20dimensions%20of%20service%20management.
質問 # 292
Which is a service request?
- A. Requesting a workaround for an issue
- B. Requesting information about how to create a document
- C. Requesting an enhancement to an application
- D. Requesting investigation of a degraded service
正解：B
質問 # 293
Which service value chain activity relates with buying new products?
- A. Improve
- B. Engage
- C. Obtain/build
- D. Plan
正解：C
解説：
Obtain/build is one of the six activities of the service value chain, which is a set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers and to facilitate value realization1. Obtain/build activity relates with buying new products, as well as designing, developing, and testing new or changed service components2. This activity ensures that service components are available when and where they are needed and meet agreed specifications3. Reference: ITIL Foundation - ITIL 4 Edition, page 10; ITIL 4 - A Pocket Guide, page 21; ITIL 4 Practice Guide: Service Value Chain, page 9.
質問 # 294
Which facilitates outcomes that customers want to achieve?
- A. Organization
- B. IT asset
- C. Service
- D. Warranty
正解：C
質問 # 295
Which is a risk that might be removed from a service consumer by an IT service?
- A. Service provider ceasing to trade
- B. Failure of server hardware
- C. Security breach
- D. Cost of purchasing servers
正解：B
解説：
Explanation/Reference: https://www.bmc.com/blogs/itil-key-concepts-service-management/
質問 # 296
Which is a key requirement for successful service level agreements (SLAs)?
- A. They should avoid ambiguous targets such as those relating to user experience
- B. They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service
- C. They should be based on system-based metrics which are useful to the service provider
- D. They should be written using language and terms which all parties will understand
正解：D
解説：
An SLA is defined as a documented agreement between a service provider and a customer that identifies both services required and the expected level of service.
SLAs are used to measure the performance of services from the customer's point of view, and it is important that they are agreed in the wider business context.
Some of the key requirements for successful SLAs include:
* They must be related to a defined 'service' in the service catalogue. Individual metrics without a specified service context are unhelpful.
* They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics, such as customer satisfaction and key business outcomes.
* They should reflect an 'agreement': an engagement and discussion between the service provider and the service consumer. It is important to involve all stakeholders, including partners, sponsors, users, and customers.
* They must be simply written and easy to understand and use for all parties.
https://www.bmc.com/blogs/itil-service-level-management/#:~:text=Service%20Level%20Agreements%20(SLA
質問 # 297
Which practice guarantees that users nave a range of access channels to choose from to report problems?
- A. Incident management
- B. Service desk
- C. Change enablement
- D. Service level management
正解：B
解説：
The service desk practice provides a single point of contact for users and customers to report issues, make requests, or seek guidance1. This practice guarantees that users have a range of access channels to choose from to report problems, such as phone, email, web portal, chatbot, or self-service2. This helps to improve user satisfaction, reduce frustration, and increase efficiency3. References: ITIL Foundation - ITIL 4 Edition, page
14; ITIL 4 - A Pocket Guide, page 32; ITIL 4 Practice Guide: Service Desk, page 7.
質問 # 298
Which should be handled by 'service request management'?
- A. A request to resolve an error in a service
- B. A request to provide a laptop
- C. A request to change a target in a service level agreement
- D. A request to implement a security patch
正解：B
解説：
Reference: https://www.atlassian.com/itsm/service-request-management
質問 # 299
What is the definition of a known error?
- A. A cause, or potential cause, of one or more incidents
- B. Any change of state that has significance for the management of a service or other configuration item (CI)
- C. An unplanned interruption to a service, or reduction in the quality of a service
- D. A problem that has been analyzed and has not been resolved
正解：D
質問 # 300
What should be considered as part of the 'partners and suppliers' dimension?
- A. The information created, managed and used in the course of service provision and consumption
- B. The required skills and competencies of teams and individual members of the organization
- C. The level of integration and formality involved in the relationships between organizations
- D. The activities, workflows, controls and procedures needed to achieve the agreed objectives
正解：C
質問 # 301
What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?
- A. Restricting information about the improvement to essential stakeholders only.
- B. Increasing collaboration and visibility for the improvement.
- C. Engaging every stakeholder group in the same way, with the same communication.
- D. Involving customers after all planning has been completed.
正解：D
解説：
Reference: https://www.sysaid.com/blog/entry/the-7-guiding-principles-of-itil-4-practical-advice-to-help-you- make-decisions
質問 # 302
Which is the CORRECT explanation of the 'R' role in a RACI matrix?
- A. This role has ownership of the end result
- B. This role is involved in providing knowledge and input
- C. This role ensures the flow of information to stakeholders
- D. This role ensures that activities are executed correctly
正解：A
質問 # 303
What is typically needed to assign complex incidents to support groups?
- A. The incident category
- B. The incident priority
- C. A change schedule
- D. A self-help tool
正解：A
質問 # 304
When should a change request be submitted to resolve a problem?
- A. As soon as a solution for the problem has been identified
- B. As soon as the analysis of cost, risks and benefits justifies the change
- C. As soon as the analysis of the frequency and impact of incidents justifies the change
- D. As soon as a workaround for the problem has been identified
正解：B
質問 # 305
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