ITIL-4-Specialist-High-velocity-IT問題集には練習試験問題解答
ITIL-4-Specialist-High-velocity-ITはPeoplecert IT Infrastructure Library実際の無料試験練習テスト
Peoplecert ITIL-4-Specialist-High-velocity-IT 認定試験の出題範囲：
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質問 # 20
A service provider has recently started providing services to a new client. Surveys have shown that most of the client's staff are satisfied with their experience across the user journey. However, some users are taking longer to get started because they are unaware or confused by the procedures to access and utilize the services.
Which is the BEST recommendation to improve the user journey?
- A. Implement user feedback loops to improve processes
- B. Increase service desk availability for new users
- C. Improve user training materials and methods as part of the 'onboarding' step
- D. Streamline service delivery to reduce delays in accessing services
正解：C
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. Ask the service provider to customize a solution to suit their requirements
- B. Provide the service provider with a detailed list of requirements
- C. Develop a list of needs focusing on what should be achieved
- D. Ensure that their detailed requirements are based on a previous legacy solution
正解：C
質問 # 22
An employee has some concerns at work but does not share this information with others because they fear that this would damage their reputation and position.
What is PRIMARILY concerned with preventing this situation?
- A. Design thinking
- B. Integration of duties
- C. Toyota Kata
- D. Safety culture
正解：D
質問 # 23
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 # 24
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 popular networking sites to promote and provide online user support
- C. Use machine learning chatbots to anticipate the needs of the users and provide solutions
- D. Provide simple online support and contact numbers for the service desk
正解：D
質問 # 25
Which activity, carried out by both the service provider and the service consumer, enables service provision and consumption to start?
- A. Incident resolution
- B. Contract negotiation
- C. Feedback gathering
- D. Onboarding
正解：D
質問 # 26
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. Leader
- C. Technical expert
- D. Coordinator/communicator
正解：B
質問 # 27
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 activity should the service provider include in the plans to offboard the service?
正解：
解説：
Identifying and making requests for outstanding payments for the service
質問 # 28
Which TWO are examples that can be handled as service requests?
1. A customer asks a service provider to design an app for staff to submit vacation requests.
2. A staff member asks for a new barcode scanner from an internal IT department.
3. A manager requires swift changes to user access rights for an employee.
4. A service provider establishes a channel for users to submit emergency changes.
- A. 2 and 4
- B. 2 and 3
- C. 1 and 4
- D. 1 and 3
正解：B
質問 # 29
A service provider is collecting requirements for a cloud-based document storage service. Which is an example of a utility requirement for this service?
- A. The service should be available 99.9% of the time
- B. The service will display a list of items uploaded by the user
- C. The service must comply with data privacy regulations
- D. The service must support multiple file formats for upload
正解：B
質問 # 30
A service provider is starting to design a customer journey. The service provider has documented the utility, warranty and experience that the service should deliver.
What else do they need to identify before they start to design the journey?
正解：
解説：
Outcomes that are needed from the service
質問 # 31
An organization is a market leader for software that has seen a sharp decline in local installations of its software. Customers are increasingly preferring its subscription-based cloud solution. As the company rapidly adapts its product offering to favour subscription-based cloud solutions, some people within the company do not agree with the new focus.
Which method would be effective in ensuring that the change in focus is supported across the organization?
- A. Ensure the company vision and mission are visible to everyone across the organization
- B. Survey key customers who recently moved to the cloud solution
- C. Develop detailed service descriptions and design documentation
- D. Identify key internal stakeholders and develop a communication plan to address their concerns
正解：D
質問 # 32
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 each team, to allow the teams to focus on their different objectives
- B. Create separate value streams for practices, people, tools and suppliers, to ensure that the 'four dimensions' are considered equally
- C. Create one value stream for the entire project, to enable an end-to-end, holistic vision of the service
- D. Create separate value streams for every project phase, to ensure that each milestone is achieved using agile techniques
正解：C
質問 # 33
What should be included in an organization's approach to risk management?
- A. A static list of risks documented at the start of the project
- B. A focus only on risks that have already occurred
- C. An approach to ensuring that risk management is continually aligned with objectives
- D. Only risks related to regulatory compliance
正解：C
質問 # 34
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. Review and update operational policy documents to make reference to agile practices, and initiate a training programme to highlight the benefits of these 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. Map strategic objectives to operational metrics, so that all teams understand how their work impacts the organization's compliance to regulatory requirements
- D. Assess how competitors approach decision-making, and create a business case that highlights the return on investment from agile practices
正解：B
質問 # 35
A service provider reliably meets the agreed service levels, but some customers are not happy because they are not achieving the outcomes that they expected.
Which is the BEST thing the service provider can do about this?
- A. Provide additional training to customers on using the service
- B. Identify ways to improve service levels, and discuss the cost of these improvements with the customers
- C. Focus on technical excellence to further improve services
- D. Analyze customer feedback to understand and address unmet expectations
正解：B
質問 # 36
Which statement about the reporting of service outcomes and performance is CORRECT?
Which statement about the reporting of service outcomes and performance is CORRECT?
- A. Return on investment (ROI) should be mapped to customer outcomes
- B. IT component scorecards should be mapped to service provider outcomes
- C. Service performance metrics should be mapped to customer outcomes
- D. Customer satisfaction feedback should be mapped to service provider outcomes
正解：C
質問 # 37
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 # 38
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