検証済みのITIL-4-Specialist-High-velocity-ITテスト問題集と解答で正確な98問
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質問 # 46
A service provider is tracking the likelihood of service failures that could affect the service consumer. What is this a measure of?
- A. Priority
- B. Availability
- C. Risk
- D. Impact
正解：C
質問 # 47
A service provider analyses how the amount of work done by different user groups varies over time. What is this information BEST used for?
正解：
解説：
To Plan how to influence and support demand for services
質問 # 48
An internal IT service provider does not have all the skills needed to create and deliver a new service, but could develop them with enough time. There are many external service providers who can provide this service.
Which approach should the organization follow to decide if they should use the internal service provider or source the service externally?
- A. Outsource immediately to save time without evaluating other factors
- B. Focus solely on cost as the deciding factor
- C. Conduct a staff survey to gauge internal preferences
- D. Start by reviewing organizational policies for sourcing services, then identify the most important criteria for selecting a service provider, and use a 'decision matrix' to compare service providers
正解：D
質問 # 49
Which is intended to help an organization adopt and adapt ITIL guidance?
- A. The guiding principles
- B. Practices
- C. The service value chain
- D. The four dimensions of service management
正解：A
質問 # 50
A service provider is tracking the likelihood of service failures that could affect the service consumer. What is this a measure of?
正解：
解説：
Risk
質問 # 51
An organization wants to introduce a new service. There are many teams that will contribute to the design, development and transition of the service.
Which approach should the organization follow when creating a value stream for this new service?
- A. Create one value stream for the entire project, to enable an end-to-end, holistic vision of the service
- B. Create separate value streams for every project phase, to ensure that each milestone is achieved using agile techniques
- C. Create separate value streams for practices, people, tools and suppliers, to ensure that the 'four dimensions' are considered equally
- D. Create one value stream for each team, to allow the teams to focus on their different objectives
正解：A
質問 # 52
A service provider is launching a new service. The target market is users who have limited experience of using the internet and are unlikely to use social media.
Which is the BEST method of providing user support?
- A. Implement a 'shift-left' approach to provide support and downloadable help articles
- B. Use machine learning chatbots to anticipate the needs of the users and provide solutions
- C. Use popular networking sites to promote and provide online user support
- D. Provide simple online support and contact numbers for the service desk
正解：D
質問 # 53
Users are complaining that service desk agents do not listen to them and make assumptions about what their issues are. Which action would BEST help to improve this situation?
正解：
解説：
Improve the training given to the staff of the service desk function
質問 # 54
What should be done FIRST when designing a customer journey?
- A. Defining the desired outcome and the value proposition
- B. Mapping the technical requirements for service delivery
- C. Creating a feedback loop for customer input
- D. Identifying potential risks to the journey
正解：A
質問 # 55
In service relationships, what is a benefit of identifying consumer roles
正解：
解説：
It enables stakeholder management
質問 # 56
Which competency profile is required by an individual who is tasked with motivating others to adopt the new ways of working required to support the organization's goals?
- A. Administrator
- B. Technical expert
- C. Leader
- D. Coordinator/communicator
正解：C
質問 # 57
A service consumer has asked a commercial service provider to develop a new document storage service. The service consumer has a limited budget and the employees that will use the service have a long list of requirements.
Which is the BEST approach for collecting the requirements?
- A. Focus only on the most critical requirements to reduce costs
- B. Postpone the requirements gathering until a budget increase is approved
- C. Use standard templates to define requirements without user input
- D. Work with the users to establish a set of requirements and involve the customer in clarifying and agreeing on the requirements
正解：D
質問 # 58
A team is evaluating commercial software products in an effort to improve communication and collaboration within the team.
The members of the team cannot agree on the process that they should use to evaluate the products.
Which step should the team complete LAST?
正解：
解説：
Define requirements for configuring the product
質問 # 59
An IT service provider is carrying out an internal
assessment, to identify opportunities to develop and improve their
services. They have reviewed workflows and activities, the capabilities of their workforce, and supplier contracts.
Which area do they also need to consider?
正解：
解説：
Information and technology
質問 # 60
An organization is aiming to develop a partnership relationship with their service consumers. One of the objectives is to increase the level of trust and customers' satisfaction by establishing a service mindset across the organization. Which initiative is the BEST way to achieve it?
正解：
解説：
Develop interpersonal skills and service empathy in all teams
質問 # 61
Which dimension of service management considers governance, management, and communication?
- A. Value streams and processes
- B. Organizations and people
- C. Partners and suppliers
- D. Information and technology
正解：B
質問 # 62
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