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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 undergoing a digital transformation and is conducting a strategic analysis of its customers' needs. The organization uses agile methods to manage its digital products and a more traditional waterfall approach to manage its legacy systems. The organization is also considering introducing new products and services.
Which is the BEST way for this organization to undertake this analysis?
- A. Perform a detailed gap analysis of current and future customer needs
- B. Develop models that help analysts perform tasks that are appropriate for a given context
- C. Focus on digital products and defer legacy systems analysis
- D. Use a single standardized approach for all customer needs analysis
正解：B
質問 # 20
An organization provides an online portal that its employees can use to learn about and request standard services. Which practice would ensure that users can easily find information on the portal and that the information is kept up-to-date?
正解：
解説：
Service catalogue management
質問 # 21
An organization is negotiating and agreeing the service levels for a social media site. Which is an example of a measure of utility that should be included in the service level agreement?
正解：
解説：
The number of photo formats supported for upload
質問 # 22
An organization works in a highly regulated industry. A new regulation has been introduced that requires additional information to be recorded about users each time the service desk logs an incident in the service logging tool. They want to put controls in place to ensure that the regulation is followed.
Which is the BEST approach?
- A. Ensure that the service desk staff are aware of the new regulation and let them decide what data to record and produce reports when requested
- B. Update the logging tool to ensure that all fields must be completed for every incident record, and produce daily reports of all service desk activity
- C. Update the logging tool to ensure that the minimum data required by the regulation is always recorded, and report on any deviations
- D. Ensure that the service desk staff are aware of the new regulation, and continue to use existing reports of service desk activity
正解：C
質問 # 23
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 # 24
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 # 25
Which joint activity performed by a service provider and service consumer ensures continual value co-creation?
- A. Service provision
- B. Service relationship management
- C. Service offering
- D. Service consumption
正解：B
質問 # 26
A service provider is planning to onboard a new desktop service for a new customer.
Which activity will be carried out by the customer?
- A. Ensuring hardware compatibility with the desktop service
- B. Creating service level agreements
- C. Training users in the correct procedures for accessing support for the desktop service
- D. Setting up remote access tools for the service provider
正解：C
質問 # 27
The service desk procedure for printer incidents is to verify that this is a hardware fault, and then contact a supplier. The supplier has a contract to repair or replace faulty printers within two days. A user contacts the service desk to say that their printer is broken, and they urgently need a printout of a contract or a significant sale will be lost.
What should the service desk agent do?
- A. Replace the printer with a backup unit temporarily
- B. Advise the user to wait for the supplier to resolve the issue
- C. Escalate the issue to the IT manager for a decision
- D. Log a call with the supplier, but also arrange for the contract to be printed at another printer and delivered to the user
正解：D
質問 # 28
An organization is considering how a new service will be supported when it goes live. There are many teams contribute to the support of the service.
Which approach should the organization follow when creating a value stream to support the new service?
- A. Create one value for the entire set of support activities
- B. Create one value stream for every lifecycle phase of support requests
- C. Create separate value streams for practices, people, tools and suppliers
- D. Create one value stream for each support team
正解：A
質問 # 29
Which stakeholders should assess and evaluate value realization?
正解：
解説：
Both the service consumer and the service provider
質問 # 30
Which BEST describes the primary role of a governing body?
- A. To establish and regularly review the effectiveness of risk management and internal controls
- B. To develop and regularly review IT measurements and metrics
- C. To establish and regularly review the goals cascade throughout the organization
- D. To annually review and approve IT projects to maximize business value
正解：A
質問 # 31
A consumer organization is making significant changes to the technologies used by its employees, and is discussing those changes with its service provider.
How can the service provider BEST demonstrate the capability to meet the needs of the consumer organization?
- A. Respond in a timely manner to the customer's enquiries
- B. Ensure adequate knowledge and skills to support the customer's changes
- C. Ensure there is adequate capacity to meet the increased demand of the changes
- D. Be respectful of the consumer organization's decision to make these changes
正解：B
質問 # 32
An IT team in a large multinational organization wants to document the work they do by using value streams.
What should they do FIRST?
- A. Make the team aware of the organization's governance policies
- B. Start a request for proposal (RFP) exercise to find a consultant who can document the value streams
- C. Agree on the appropriate level of detail and perspective describing the value stream
- D. Identify all the practices the organization is currently using
正解：C
質問 # 33
An organization in a highly-regulated industry is considering adopting agile practices. The management team is concerned with maintaining compliance to regulatory requirements while empowering teams at every level to make key decisions.
Which approach would MOST LIKELY help the company overcome this challenge?
- A. Assess how competitors approach decision-making, and create a business case that highlights the return on investment from agile practices
- B. Establish an operating model for teams and individuals to understand their scope of control,and the types of decisions they can make
- C. Review and update operational policy documents to make reference to agile practices, and initiate a training programme to highlight the benefits of these practices
- D. Map strategic objectives to operational metrics, so that all teams understand how their work impacts the organization's compliance to regulatory requirements
正解：B
質問 # 34
Which TWO are examples that can be handled as service requests?
A customer asks a service provider to design an app for staff to submit vacation requests.
A staff member asks for a new barcode scanner from an internal IT department.
A manager requires swift changes to user access rights for an employee.
A service provider establishes a channel for users to submit emergency changes.
- A. 2 and 3
- B. 2 and 4
- C. 1 and 4
- D. 1 and 3
正解：A
質問 # 35
Which statement about the reporting of service outcomes and performance is CORRECT?
- A. Customer satisfaction feedback should be mapped to service provider outcomes
- B. Return on investment (ROI) should be mapped to customer outcomes
- C. IT component scorecards should be mapped to service provider outcomes
- D. Service performance metrics should be mapped to customer outcomes
正解：D
質問 # 36
What provides value to the organization by ensuring that there is end-to-end management over the organization's suppliers through a single entity?
- A. Integration and data sharing
- B. Service integration and management
- C. Shift-left
- D. Workforce planning and management
正解：B
質問 # 37
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 # 38
Which is an example of results-based measurement and reporting?
正解：
解説：
Measuring and reporting the customer satisfaction with closed incidents
質問 # 39
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