[2024年02月28日] ITIL-4-Transitionテストエンジンお試しセット、ITIL-4-Transition問題集PDF
最新のITIL ITIL-4-TransitionのPDFと問題集で（2024）無料試験問題解答
ITIL-4-Transition Certification Examは、4つの重要なモジュールをカバーしています。これは、作成、配信、サポート、利害関係者の価値、高速IT、および直接的な計画と改善です。これらのモジュールは、専門家にITIL 4フレームワークと、実際のシナリオでどのように適用できるかを包括的に理解できるように設計されています。この試験は、70％の合格スコアで90分以内に完了する必要がある40の複数選択質問で構成されています。
質問 # 22
An organization is compiling information about how a new service will be used. It is considering how each set of stakeholders will experience the service. In the past, the suppliers have been unreliable, so the organization wants to identify the main risks and dependencies for the introduction of the service. What is this an example of?
- A. Value stream mapping
- B. Workforce planning
- C. Shift left
- D. An agile approach
正解：A
質問 # 23
An organization is designing a survey to assess the needs and expectations of its staff.
What is this an example of?
- A. Customer-orientation
- B. Employee satisfaction management
- C. Integration and data sharing
- D. CI/CD
正解：B
質問 # 24
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. Design thinking
- B. Safety culture
- C. Valuable investments
- D. Agile
正解：B
解説：
Explanation
Safety culture is a concept that refers to the shared beliefs, perceptions, and values in relation to risks within an organization. A safety culture encourages people to be open and honest about their mistakes, learn from them, and improve their performance. A safety culture also fosters trust, collaboration, and visibility among IT staff, which can help to obtain the information needed to resolve problems. According to ITIL 4, safety culture aligns with the guiding principle of "collaborate and promote visibility", which states that "working together across boundaries produces results that have greater buy-in, more relevance to objectives, and increased likelihood of long-term success" 1. Safety culture is also one of the key elements of the high-velocity IT approach, which aims to enable organizations to thrive in the digital era 23. References:
ITIL 4 Information security and risk management practices: embedding safety culture and behaviour Safety cultures and happy employees The importance of Safety Culture in the success of IT
質問 # 25
An organization is implementing new technology that will significantly improve how they interact with their customers.
Which term BEST describes this situation?
- A. Digital transformation
- B. High velocity IT
- C. IT transformation
- D. Digital organization
正解：A
解説：
Explanation
Digital transformation is the process of using digital technologies to create new or modify existing business processes, culture, and customer experiences to meet changing business and market requirements1. It is not just about implementing new technology, but also about changing the way an organization operates and delivers value to its customers. High velocity IT is one of the four dimensions of service management in ITIL
4, which refers to the rapid delivery and operation of IT-enabled products and services that can continuously evolve2. Digital organization and IT transformation are not specific terms defined in ITIL 4, but they could be related to digital transformation in some contexts. References:
ITIL 4 and Digital Transformation
[ITIL 4 Foundation: High Velocity IT]
質問 # 26
Which is an example of a digital organization?
- A. An organization which uses IT to support its operational processes
- B. An organization which has undergone an IT transformation
- C. An organization which uses IT to improve its 'service desk' practice
- D. An organization which uses IT to change its strategic direction
正解：D
解説：
Explanation
A digital organization is an organization that leverages digital technology to create value for its customers, employees, and other stakeholders. A digital organization is not just an organization that uses IT to support its operational processes, or an organization that has undergone an IT transformation, or an organization that uses IT to improve its 'service desk' practice. These are examples of IT-enabled organizations, but not necessarily digital organizations. A digital organization is an organization that uses IT to change its strategic direction, to create new business models, to innovate and differentiate itself from competitors, and to deliver value faster and more effectively. A digital organization is an organization that adopts a digital mindset, culture, andcapabilities to thrive in the digital era. References:
https://www.axelos.com/resource-hub/blog/itil-4-leader-dits-guide-for-digital-transformation
https://assets.website-files.com/6372a610b17ef0b86547d1ae/6400e103a11a9d3d6dc0abb7_ITIL4_Digital%20an
質問 # 27
An organization's customers have historically been satisfied with the functionality and performance of its service. Recently, hovewer, the organization is getting complaints about both the performance of the services and areas such as sales and customer support. How BEST can the organization collect the information needed to address these complaints?
- A. Conduct satisfaction surveys after service interactions
- B. Collect customer experience and service level metrics
- C. Gather customer service performance metrics and map to SLAs
- D. Use feedback from service reviews to assess value realization
正解：B
質問 # 28
An organization wants to become more efficient by reducing the amount of unnecessary work they do. Which approach would be MOST helpful?
- A. Safety culture
- B. Site reliability engineering
- C. Lean OK
- D. DevOps
正解：C
解説：
Explanation
Lean OK is an approach that would be most helpful for an organization that wants to become more efficient by reducing the amount of unnecessary work they do. Lean OK is a combination of Lean and OKR (Objectives and Key Results), which are two complementary methodologies that aim to optimize value creation and eliminate waste. Lean is a philosophy and a set of principles and practices that focus on delivering value to customers and stakeholders, minimizing waste and inefficiencies, and continuously improving processes and products. OKR is a goal-setting and management framework that helps organizations align their objectives with their vision and strategy, communicate and track their progress, and measure their outcomes and impact.
By using Lean OK, an organization can define clear and ambitious objectives that are aligned with customer needs and organizational goals, and set measurable and achievable key results that indicate how well the objectives are met. Lean OK also helps the organization to identify and eliminate any activities or processes that do not contribute to value creation or goal achievement, and to prioritize and optimize the ones that do.
Lean OK enables the organization to become more efficient, effective, agile, and customer-centric. References:
https://unichrone.com/blog/it-service-management/lean-itil/
https://www.atlassian.com/blog/technology/what-the-new-itil-4-means-for-you-and-your-team
質問 # 29
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. Priories risk mitigation strategies in alignment with the organization 's risk appetite
- B. Collect feedback from both organizational and IT leadership from each region
- C. Put compliance controls in place to ensure that all centers of expertise are following the same practices
- D. Establish increasingly detailed objectives at each level of the organization that align directly with the objectives of the layer above
正解：D
解説：
Explanation
The best way for the organization to ensure that all IT activities are aligned with the organization's objectives is to establish increasingly detailed objectives at each level of the organization that align directly with the objectives of the layer above. This is based on the ITIL 4 principle of cascading objectives, which is a method for translating high-level strategic objectives into more specific and measurable operational objectives. By doing this, the organization can create a clear line of sight between the vision, mission, and goals of the organization and the actions and outcomes of the IT divisions. This also enables the organization to monitor and evaluate the performance and value of the IT activities and ensure that they are contributing to the achievement of the organization's objectives. The other options are not sufficient to ensure alignment, as they do not address the root cause of the misalignment, which is the lack of clarity and consistency in the objectives. Risk mitigation strategies, compliance controls, and feedback collection are important aspects of IT governance, but they do not necessarily ensure that the IT activities are aligned with the organization's objectives. They may also create unnecessary bureaucracy and overhead that may hinder the agility and innovation of the IT divisions. References:
https://www.atlassian.com/blog/technology/what-the-new-itil-4-means-for-you-and-your-team
https://www.greycampus.com/opencampus/itil-foundation/itil-objectives
質問 # 30
An organization's lead times and the flow of tasks across value streams are being impacted because tasks often sit waiting in queues.
Which technique can be used to overcome this challenge?
- A. Limiting work-in-progress
- B. Introducing a push system
- C. Clarifying definition of done'
- D. Increasing batch sizes
正解：A
質問 # 31
How should the seven guiding principles be combined when an organization is making a decision?
- A. By reviewing each guiding principle to decide how relevant it is to the specific decision
- B. By using all the guiding principles equally when making any decision
- C. By using the one or two guiding principles that are most relevant to the specific decision
- D. By using the focus on value' principle and one or two others that are relevant to the specific decision
正解：A
質問 # 32
Which is a method for value-driven, data-driven and user-centered service design?
- A. Balanced scorecard
- B. Design thinking
- C. Stakeholder analysis
- D. The MoSCoW method
正解：D
解説：
Explanation
Differential charging is a mechanism that allows the service provider to charge different prices for the same service depending on some pre-defined parameters, such as time of day, location, demand, etc. This way, the service provider can optimize the use of resources and encourage or discourage the consumption of the service at certain times or places. For example, a telecom operator may charge more for a phone call during peak hours than during off-peak hours. This is different from other charging mechanisms, such as:
Cost: The service provider charges the customer the exact amount of money that it costs to deliver the service, without any profit margin or overhead.
Cost plus: The service provider charges the customer the cost of delivering the service plus a fixed percentage or amount of profit.
Market price: The service provider charges the customer the price that is determined by the supply and demand of the service in the market, regardless of the actual cost of delivering the service. References:
Service financial management: ITIL 4 Practice Guide, section 2.2.1
Charging and ITIL Financial Management - What are the options?, section "Internal services - Living on the safe side"
質問 # 33
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
- A. Keep it simple and practical
- B. Focus on value
- C. Progress iteratively with feedback
- D. Start where you are
正解：D
解説：
Explanation
The ITIL guiding principle of start where you are advises service providers to avoid starting from scratch when improving services, but rather to assess the current state and use existing services, processes and tools as a basis for improvement. This principle helps to avoid wasting resources, reinventing the wheel, or losing useful elements of the current state. It also helps to identify and leverage the strengths, weaknesses, opportunities and threats of the current situation. References:
ITIL 4 Managing Professional Transition Module, page 16
ITIL 4 Foundation: Complete Course with 2 Practice Exams, section 3.2.3 The 7 Guiding Principles of ITIL 4 - IFS Blog, paragraph 2 The 7 ITIL 4 Guiding Principles: Explained in Detail, paragraph 5
質問 # 34
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 set of system requirements and track each of them from start to finish to ensure that the delivered service meets the stated requirements
- D. 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
正解：D
質問 # 35
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. Publish a printed weekly newsletter that clearly and consistently communicates change
- B. Establish office hours where staff are encouraged to drop by without appointments and discuss any concerns they have
- C. Initiate a project to select and implement a collaboration tool to facilitate two-way communication with staff
- D. Research how individual teams communicate internally and use the most popular collaboration tools to collect feedback
正解：C
質問 # 36
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. 2 and 3
- B. 1 and 2
- C. 1 and 4
- D. 3 and 4
正解：B
質問 # 37
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. Identifying and making request for outstanding payments for the service
- B. Providing information to users about how to contact the service desk
- C. Creating training schedules for users on how to use the service
- D. Ensuring that user access rights are revoked for all services
正解：A
質問 # 38
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. There is no single method of communicating
- B. Communication is a two-way process
- C. Timing and frequency matter
- D. We are all communicating all the time
正解：A
質問 # 39
Which is an example of a digital organization?
- A. An organization which uses IT to support its operational processes
- B. An organization which has undergone an IT transformation
- C. An organization which uses IT to improve its 'service desk' practice
- D. An organization which uses IT to change its strategic direction
正解：D
質問 # 40
Which charging mechanism could cause the price of a service to change depending on the time of day?
- A. Cost plus
- B. Cost
- C. Market price
- D. Differential charging
正解：D
質問 # 41
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. Practices should operate as suppliers to each other, using guidance form the 'supplier management' practice
- C. A value stream should be designed to include activities from all practices that are needed
- D. Each pratice should define the outputs it will produce and the required inputs it needs to succeed
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 # 42
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 set of system requirements and track each of them from start to finish to ensure that the delivered service meets the stated requirements
- D. 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
正解：D
解説：
Explanation
The best way to start working on developing new services while addressing the issues faced by the IT department is to 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. This is because ITIL 4 emphasizes the importance of co-creating value with customers and focusing on the outcomes that they need and want, rather than just the outputs that the service provider delivers1. By understanding the customers' goals and expectations, the IT department can design and deliver services that are aligned with the customer's needs, preferences, and context, and that provide value for both parties2. Moreover, by tracking the customers' goals and expectations throughout the service lifecycle, the IT department can ensure that the service remains relevant, effective, and efficient, and that any changes or improvements are based on customer feedback and satisfaction3.
Developing a clear set of system requirements and tracking each of them from start to finish to ensure that the delivered service meets the stated requirements (option A) is not the best way to start working on developing new services, because it focuses on the functional aspects of the service, rather than the outcomes that the customer values. System requirements are the specifications of what the service should do, but they do not necessarily reflect the customer's needs, wants, and context. Therefore, a service that meets the system requirements may not meet the customer's expectations or provide value for them4.
Involve senior management as early as possible to define requirements and help with 'organizational change management' to ensure successful implementation of the service (option C) is not the best way to start working on developing new services, because it does not involve the customer in the service design and delivery process. Senior management may have a different perspective and agenda than the customer,and may not fully understand the customer's goals and expectations. Therefore, involving senior management alone may not result in a service that meets the customer's needs or provides value for them. Moreover, organizational change management is a process that helps the organization adapt to changes in the internal or external environment, but it does not necessarily address the issues faced by the IT department in developing new services.
Assess and improve capabilities of IT teams prioritizing areas that are required to deliver the service in a way that meets customer expectations (option D) is not the best way to start working on developing new services, because it assumes that the IT department already knows what the customer expects from the service.
However, without developing a clear understanding of the customer's goals and expectations, the IT department may not be able to identify the areas that need improvement or the capabilities that are required to deliver the service in a way that meets customer expectations. Therefore, assessing and improving capabilities of IT teams is a secondary step that should follow after developing a clear understanding of the customer's goals and expectations.
Therefore, the best way to start working on developing new services while addressing the issues faced by the IT department is to 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.
References: 1: ITIL 4 Foundation, page 4 2: ITIL 4 Foundation, page 6 3: ITIL 4 Foundation, page 8 4: ITIL 4 Foundation, page 9 : ITIL 4 Foundation, page 10 : ITIL 4 Foundation, page 11 : ITIL 4 Foundation, page 12
質問 # 43
Which describes the customer journey?
- A. The end-to-end experience customers have with service providers
- B. The experience the service user gets from the service provider
- C. The actions that the service provider takes to attract new customers
- D. The actions that the user undertakes to be able to use the service
正解：A
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 # 44
A legacy financial system requires the user to manually enter the time and date of the transaction to meet regulatory requirements. A recent internal audit has shown that these fields are often blank.
Which are effective controls that could improve compliance?
1. Modify the application to automatically add the current time and date when transaction is entered
2. Establish a communication plan to remind users of the importance of time and date on transactions
3. Develop a goals cascade so all staff know their role in achieving company goals
4. Create a report showing non-compliant records and take action to correct
- A. 2 and 3
- B. 1 and 2
- C. 3 and 4
- D. 1 and 4
正解：C
質問 # 45
Which are elements of the service value system?
- A. Outcomes, utility, warranty
- B. Customer value, stakeholder value, organization
- C. Service provision, service consumption, service relationship management
- D. Governance, service value chain, practices
正解：D
解説：
Explanation
The service value system is a model that describes how all the components and activities of an organization work together as a system to enable value creation. The service value system consists of five elements:
governance, service value chain, practices, guiding principles, and continual improvement. Governance is the means by which an organization is directed and controlled. It ensures that the organization's strategy, policies, and objectives are aligned with the value proposition and the stakeholder needs. Service value chain is a set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers and to facilitate value realization. Practices are sets of organizational resources designed for performing work or accomplishing an objective. Practices include processes, roles, tools, techniques, and methods that enable the organization to carry out its work effectively and efficiently. The other two elements of the service value system are guiding principles and continual improvement, which are not part of the answer options.
References:
The ITIL 4 Service Value System Explained - ITSM.tools
Service Value System in ITIL 4 Explained | Sprintzeal
質問 # 46
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