[2025年05月10日]ITIL-4-Specialist-High-velocity-IT認定ガイド問題と解答トレーニング
ITIL-4-Specialist-High-velocity-IT認定お試しセット最新ITIL-4-Specialist-High-velocity-ITのPDF問題集
Peoplecert ITIL-4-Specialist-High-velocity-IT 認定試験の出題範囲：
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質問 # 19
An organization is using an out-of-the-box service from a large service provider. How does the service provider know about the organization's needs?
- A. The organization submits a detailed list of requirements to the service provider
- B. The service provider conducts one-on-one interviews with the organization
- C. The service provider's marketing and business analysis teams consider generic market needs, instead of the needs of this specific organization
- D. The organization must customize the out-of-the-box service to meet its own needs
正解：C
質問 # 20
An organization is aiming to develop a partnership relationship with its 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?
- A. Create a centralized service management team
- B. Develop interpersonal skills and service empathy in all teams
- C. Increase the number of service-level reviews with consumers
- D. Automate service-related tasks
正解：B
質問 # 21
Which is the BEST approach for a service consumer to use when they want to obtain services from a service provider?
- A. Provide the service provider with a detailed list of requirements
- B. Develop a list of needs focusing on what should be achieved
- C. Ensure that their detailed requirements are based on a previous legacy solution
- D. Ask the service provider to customize a solution to suit their requirements
正解：B
質問 # 22
A service provider is launching a new service to a very large number of users. The majority of users are familiar with social media and online support.
Which is the BEST solution for providing user support in this case?
- A. Set up a dedicated email support channel for users
- B. Provide a range of self-service options as the preferred method with the service desk phone support as back-up
- C. Increase the number of service desk agents to handle user queries
- D. Train users extensively before launching the service
正解：B
質問 # 23
Which is a valid description of the priorities when using agile development methods?
- A. Following a fixed schedule over flexibility
- B. Responding to changes over following a plan
- C. Prioritizing documentation over adaptability
- D. Maintaining strict guidelines over innovation
正解：B
質問 # 24
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 # 25
Which statement about the onboarding of services is CORRECT?
正解：
解説：
The onboarding should be planned during the design of the service
質問 # 26
An organization's customers have historically been satisfied with the functionality and performance of its services. Recently, however, the organization is getting complaints about both the performance of the services and areas, such as sales and customer support. How can the organization BEST collect the information needed to address these complaints?
正解：
解説：
Gather customer experience and service level metrics
質問 # 27
An organization has a culture that encourages people to hide their mistakes. This reduces opportunities to learn and improve in many different areas.
Which practice would MOST help to improve this situation and how?
Relationship management, by developing and communicating values and principles Which is an example of planning for value co-creation?
正解：
解説：
Agreeing with a customer the service desk team's response times for each method of user contact
質問 # 28
Which is the BEST method of monitoring the customers overall perception of a service?
正解：
解説：
Perform an analysis of complaints and compliments
質問 # 29
An investment bank has outsourced its customer care helpline. It is keen to introduce experience metrics into its Service Level Agreements (SLAs) with the service provider for the helpline. It has asked for a re-negotiation of the existing SLA.
Which is BEST example of an experience metric that can be included in the SLA?
正解：
解説：
Customer satisfaction with the helpline
質問 # 30
Which dimension of service management considers governance, management, and communication?
- A. Partners and suppliers
- B. Organizations and people
- C. Value streams and processes
- D. Information and technology
正解：B
質問 # 31
What should be included in an organization's approach to risk management?
- A. A focus only on risks that have already occurred
- B. Only risks related to regulatory compliance
- C. A static list of risks documented at the start of the project
- D. An approach to ensuring that risk management is continually aligned with objectives
正解：D
質問 # 32
An IT department is planning to make significant investments in new testing technology that will enable them to provide much more reliable services.
What does this situation describe?
- A. IT transformation
- B. Digital transformation
- C. Digital organization
- D. High velocity IT
正解：A
質問 # 33
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 # 34
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 any feedback received is shared openly on a public forum
- B. Use instant messaging for both communicating and receiving feedback to ensure a quick response for all affected staff
- C. Use a mix of communication methods and ensure that a feedback mechanism is included that allows anonvmitv to be retained
- D. Send an email to the affected staff and ensure that as much detail as possible is included
正解：C
質問 # 35
What helps people to understand the value of an initiative, and reduces their resistance?
- A. Measurement cascades
- B. Change enablement
- C. Continual improvement
- D. Organizational change management
正解：D
質問 # 36
Which value chain activity communicates the current status of all four dimensions of service management?
- A. Obtain/build
- B. Plan
- C. Engage
- D. Improve
正解：B
質問 # 37
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ベストPeoplecert ITIL-4-Specialist-High-velocity-IT学習ガイドと問題集は2025：https://www.jpntest.com/shiken/ITIL-4-Specialist-High-velocity-IT-mondaishu
トップクラスPeoplecert ITIL-4-Specialist-High-velocity-IT試験最先端学習ガイド！練習問題バージョン：https://drive.google.com/open?id=1lCRCpw_HHH0lrWTjcAVIHSGzmhF_htYB