2023年最新のに更新された検証済みの合格させるITIL-4-Transition学習ガイドベスト問題集を使おう Courses
究極なガイドはITIL-4-Transition最新版限定公開
質問 13
Which can act as an operating model for an organization?
- A. The four dimensions of service management
- B. The service value chain
- C. Continual improvement
- D. The ITIL guiding principles
正解: B
質問 14
Which BEST describes the primary role of a governing body?
- A. To develop and regularly review IT measures and metrics
- B. To annually review and approval of IT projects to maximize business value
- C. To establish and regularly review the effectiveness of risk management and internal controls
- D. To establish and regularly review the goals cascade throughout the organization
正解: C
質問 15
An IT department is able to rapidly develop services that meet functional requirements. However overall satisfaction with these services is low.
Which is the BEST way to start working on developing new services while addressing issues faced by the IT department?
- A. Involve senior management as early as possible to define requirements and help with 'organizational change management' to ensure successful implementation of the service
- B. Assess and improve capabilities of IT teams prioritizing areas that are required to deliver the service in a way that meets customer expectations
- C. Develop a clear understanding of the customers' intended goals and expectations, and track each of them from start to finish to ensure that the service supports the required outcomes
- D. Develop a clear set of system requirements and track each of them from start to finish to ensure that the delivered service meets the stated requirements
正解: C
質問 16
Which are elements of the service value system?
- A. Customer value, stakeholder value, organization
- B. Governance, service value chain, practices
- C. Service provision, service consumption, service relationship management
- D. Outcomes, utility, warranty
正解: B
質問 17
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. Asking for feedback from the internal technical teams to ensure they are able to deliver against the support requirements
- C. Conducting customer and user satisfaction surveys to gather feedback on how customers and users perceive the support of IT services
- D. Understanding how infrastructure and application suppliers are involved in the end-to-end value chain for the support of services
正解: C
質問 18
A large service provider with many staff has built a relationship with a customer and agreed a 10-year contract. Both organizations have shared information freely and responded to requests.
Which is MOST LIKELY to be a threat to maintaining the relationship?
- A. Failing to deal with communication in a timely fashion
- B. Failing to explain service provider actions that impact the customer
- C. Scheduling interactions between customer and service provider
- D. Changes in service provider and customer staff
正解: A
質問 19
From the perspective of a service provider how does the digital product lifecycle start?
- A. With the exploration of market opportunities
- B. With the offboarding of customers
- C. With the co creation of value
- D. With the onboard mg of customers
正解: A
質問 20
How should the seven guiding principles be combined when an organization is making a decision?
- A. By using the focus on value' principle and one or two others that are relevant to the specific decision
- B. By reviewing each guiding principle to decide how relevant it is to the specific decision
- C. By using the one or two guiding principles that are most relevant to the specific decision
- D. By using all the guiding principles equally when making any decision
正解: B
質問 21
An organization is planning to communicate information about a new improvement initiative by providing information on the IT portal, sending emails, and holding meetings with affected groups.
Which communication principle are they applying?
- A. We are all communicating all the time
- B. Communication is a two-way process
- C. Timing and frequency matter
- D. There is no single method of communicating
正解: D
質問 22
Information that is needed to resolve problems is difficult to obtain because IT staff are worried that they will be blamed for mistakes.
Which concept can MOST help to resolve this?
- A. Safety culture
- B. Valuable investments
- C. Design thinking
- D. Agile
正解: A
質問 23
An organization supports the users of its services using a tiered structure. There are many specialists in the second- and third-line resolution teams who have worked for the organization for a long time. The organization is in the process of deploying many changes to services. This is likely to result in a large number of complex incidents. In addition, there are long backlogs of work for the second and third-line resolution teams to complete.
Which is the BEST approach or technique to resolve this situation?
- A. Swarming
- B. Machine learning
- C. Service integration and management
- D. An information model
正解: A
質問 24
A service provider is in a partnership relationship with a service consumer. The services provided are complex with new functionality and improvements constantly being developed using agile methods.
Which is the BEST approach for validating service value?
- A. Produce service level reports and an analysis of the cost and risks of service delivery
- B. Work together to identify methods of checking service value and check that value propositions are still valid
- C. Regularly perform user satisfaction surveys and an analysis of the costs and risks removed from the service consumer
- D. Perform ad-hoc service reviews and produce reports of service outputs
正解: C
質問 25
Which value chain activity ensures that products deliver stakeholder expectations for quality?
- A. Plan
- B. Engage
- C. Design and transition
- D. Obtain/build
正解: C
質問 26
Which describes the value driven approach to service design?
- A. An iterative approach based on frequent feedback, continual experimentation, and learning to ensure value co-creation
- B. A process improvement philosophy that prioritizes flow efficiency over resource efficiency
- C. The practice of analyzing a business, defining its needs, and recommending solutions that create value for stakeholders
- D. Designing just enough features to satisfy early customers, and providing feedback for future development
正解: C
質問 27
Which charging mechanism could cause the price of a service to change depending on the time of day?
- A. Differential charging
- B. Cost plus
- C. Market price
- D. Cost
正解: A
質問 28
Which is a purpose of the customer journey?
- A. To maximize the co-creation of value from both an outcome and experience perspective
- B. To understand the interactions between the user and the service provider
- C. To understand the service consumer resources required to deliver the service
- D. To maximize the number of contacts with the customer in order to enhance the service
正解: B
質問 29
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2023年最新のに更新された検証済みの合格させるITIL-4-Transition試験にはリアル問題解答：https://drive.google.com/open?id=1nyi4Nd7xHG9pgu1hKeNAh1OnqdC2QROE