ITIL-4-Transition日本語試験問題集を提供していますITIL問題
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質問 # 21
破壊的なイベントがデジタル製品に影響を与えた場合に、組織がビジネス サービスを提供し続ける能力を考慮する高速 IT の目標はどれですか?
- A. 迅速な開発
- B. 回復力のある操作
- C. 適合保証
- D. 価値のある投資
正解：B
解説：
Explanation
Resilient operations is the high velocity IT objective that considers an organization's ability to continue providing business services when disruptive events affect its digital products. Resilient operations ensure the availability, reliability, and performance of the digital products and services, as well as the ability to recover quickly from failures and incidents. Resilient operations also involve proactive practices such as technical debt management, chaos engineering, and site reliability engineering, which aim to improve the quality and resilience of the digital solutions. References:
ITIL 4 High-velocity IT (HVIT) - Your companion to the ITIL 4 Managing Professional HVIT certification, Chapter 7: Ensuring resilient operations ITIL 4 Specialist: High-Velocity IT Training, Course Outline, Module 2: The digital product lifecycle
質問 # 22
組織の顧客はこれまで、そのサービスの機能とパフォーマンスに満足してきました。しかし最近、組織はサービスのパフォーマンスと、販売やカスタマーサポートなどの分野の両方について苦情を受けるようになりました。組織はこれらの苦情に対処するために必要な情報を収集するにはどうすればよいでしょうか?
- A. サービス レビューからのフィードバックを使用して価値の実現を評価します
- B. カスタマー エクスペリエンスとサービス レベルの指標を収集する
- C. 顧客サービスのパフォーマンス指標を収集し、SLA にマッピングする
- D. サービス対話後の満足度調査の実施
正解：B
質問 # 23
複雑なインシデントを調査するのに最適なリソースの種類はどれですか?
- A. 知識豊富なサポートスタッフ
- B. 災害復旧計画
- C. セルフヘルプシステム
- D. 詳細な作業手順
正解：A
解説：
Comprehensive Explanation:
Complex incidents typically require:
* High-level diagnostic skills
* Deep technical or service knowledge
* Experience with similar issues
Knowledgeable support staff are the primary resource capable of analyzing and resolving complex incidents.
Self-help is for simple issues; procedures are useful but not sufficient for complex diagnosis; disaster recovery plans are for major disasters, not normal incident handling.
Thus, Option B is correct.
質問 # 24
インシデント、変更、問題を管理するためのプロセスが確立されている組織には、問題が効率的に解決されないという苦情の電話がユーザーから大量に届きます。状況を改善するために組織が取るべき最初のステップは何ですか?
- A. バリュー ストリーム マッピングを使用して、ユーザー サポートのエンドツーエンド フローを理解するのに役立ちます。
- B. チームがユーザーの価値に集中できるように協力するよう奨励します。
- C. ツールの統合を改善して、プロセス間にギャップがないようにします。
- D. ユーザー サポート スタッフのスキルと能力をレビューし、必要な能力を備えていることを確認します。
正解：A
質問 # 25
オンボーディングにはどれが含まれますか?
1. お客様とのサービス目標の交渉
2. 新しい消費者の意識を高める
3. サービス提供のためのリソースの確保
4. サービス コンポーネントとインフラストラクチャの設計
- A. 2 と 3
- B. 3 と 4
- C. 1 と 4
- D. 1 と 2
正解：A
解説：
Onboarding is one of the six activities in the service value chain, which is the set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers and other stakeholders1. Onboarding involves providing the consumer with the agreed service and ensuring that they can use it as intended1. This includes building awareness of the new consumer, such as informing them about the service features, benefits, and costs, as well as ensuring resources are prepared for service provision, such as allocating staff, equipment, and facilities2. Negotiating service targets with customers is part of the engage activity, which involves understanding the needs and expectations of the stakeholders and establishing agreements on how to meet them1. Designing the service components and infrastructure is part of the design and transition activity, which involves ensuring that products and services continually meet stakeholder expectations for quality, costs, and time to market1. References:
* ITIL 4 Foundation: Service Value Chain
* Transforming customer journeys with ITIL 4 DSV
質問 # 26
計画とリスクの関係を最もよく表しているのはどれですか?
- A. 計画は高レベルの機能であり、リスク管理は戦術的な活動です
- B. 計画は何を達成する必要があるかに焦点を当て、リスク管理は作業の実行方法の一部です
- C. リスク管理は、専任のリスク管理者の独占的な領域です
- D. 計画は常にリスクとその軽減方法を考慮する必要があります
正解：D
解説：
Explanation
The correct answer is B because planning is the process of defining and organizing the activities and resources needed to achieve the objectives of a service or product. Planning should always consider the risks that may affect the delivery of value, and how to mitigate them. Risk management is the practice of identifying, analyzing, evaluating, and treating uncertainties that could prevent the achievement of goals or objectives.
Risk management is an integral part of planning, as well as other service management practices, such as governance, continual improvement, and change control.
The other options are not correct because they do not describe the relationship between planning and risk accurately. Option A is wrong because planning and risk management are both strategic and tactical functions, depending on the scope and level of detail. Option C is wrong because planning does not only focus on what needs to be accomplished, but also how, when, who, and why. Risk management is not just part of how work is to be performed, but also why and what. Option D is wrong because risk management is not the exclusive domain of dedicated risk managers, but a shared responsibility of all stakeholders involved in service management.
References:
ITIL 4 Managing Professional Transition Module Sample Paper - English, Question 2, Page 5 ITIL 4 Managing Professional: Transition Module | Axelos, Section "What is the ITIL 4 Managing Professional Transition Module?", Paragraph 3 ITIL 4 Managing Professional Transition Course Online - Simplilearn, Section "Course Overview", Paragraph 2
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.1, Page 54
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.2, Page 55
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.3, Page 56
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.4, Page 57
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.5, Page 58
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.6, Page 59
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.7, Page 60
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.8, Page 61
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.9, Page 62
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.10, Page 63
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.11, Page 64
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.12, Page 65
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.13, Page 66
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.14, Page 67
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.15, Page 68
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.16, Page 69
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.17, Page 70
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.18, Page 71
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.19, Page 72
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.20, Page 73
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.21, Page 74
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.22, Page 75
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.23, Page 76
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.24, Page 77
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.25, Page 78
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.26, Page 79
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.27, Page 80
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.28, Page 81
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.29, Page 82
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.30, Page 83
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.31, Page 84
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.32, Page 85
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.33, Page 86
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.34, Page 87
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.35, Page 88
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.36, Page 89
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.37, Page 90
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.38, Page 91
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.39, Page 92
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.40, Page 93
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.41, Page 94
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.42, Page 95
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.43, Page 96
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.44, Page 97
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.45, Page 98
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.46, Page 99
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.47, Page 100
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.48, Page 101
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.49, Page 102
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.50,
質問 # 27
問題解決に必要な情報がなかなか得られないのは、IT スタッフが自分のミスを責められるのではないかと心配しているからです。
これを解決するために最も役立つ概念はどれですか?
- A. 安全文化
- B. アジャイル
- C. デザイン思考
- D. 価値ある投資
正解：A
質問 # 28
顧客はサービスを終了し、サービスプロバイダーとのサービス契約を終了しました。サービスプロバイダーは引き続き他のサービスを顧客に提供します。サービスプロバイダーは、サービスをオフボードする計画にどれを含めるべきですか?
- A. サービスの利用方法に関するユーザー向けのトレーニングスケジュールの作成
- B. サービスデスクへの問い合わせ方法をユーザーに提供するため
- C. すべてのサービスに対するユーザーのアクセス権が確実に取り消されるようにする
- D. サービスの未払いの支払いを特定してリクエストする
正解：D
解説：
The correct answer is D. Identifying and making request for outstanding payments for the service. This is because the service provider should ensure that the financial obligations of the customer are fulfilled before the service is terminated. The service provider should also update the billing and accounting records, and close any open invoices or disputes related to the service12.
A). Ensuring that user access rights are revoked for all services is not the correct answer, because the service provider should only revoke the user access rights for the service that is being retired, not for all services. The service provider should also ensure that the customer data and assets related to the service are securely deleted or transferred, and that the service provider staff are reassigned or released12.
B). Providing information to users about how to contact the service desk is not the correct answer, because the service desk is not relevant for the service that is being retired. The service provider should provide information to users about how to access alternative or replacement services, if any, and how to provide feedback or complaints about the service retirement process12.
C). Creating training schedules for users on how to use the service is not the correct answer, because the service is being retired, not introduced. The service provider should not invest any resources or efforts in training users on how to use a service that will no longer be available. The service provider should instead focus on communicating the service retirement plan and timeline, and managing the expectations and emotions of the users12. References:
* ITIL 4 Managing Professional Transition Module Sample Paper - English, page 10, question 3, answer D
* ITIL 4 Managing Professional Transition Module Candidate Syllabus - English, page 11, learning outcome 1.5
質問 # 29
サービスプロバイダーの観点から、デジタル製品のライフサイクルはどのように始まりますか?
- A. オンボード mg の顧客と一緒に
- B. 価値共創で
- C. 顧客のオフボーディングに伴い
- D. 市場機会の探索
正解：D
解説：
Explanation
According to ITIL 4, the digital product lifecycle is a model that describes how digital products are created, delivered, and operated. The digital product lifecycle starts with the exploration of market opportunities, where the service provider identifies the needs and expectations of potential customers and stakeholders, and evaluates the feasibility and viability of creating a digital product that can meet those needs and expectations.
The exploration phase involves activities such as market research, customersegmentation, value proposition design, prototyping, and testing. The exploration phase aims to validate the problem-solution fit and the product-market fit of the digital product idea, and to generate feedback and insights that can inform the subsequent phases of the digital product lifecycle. References:
Digital product lifecycle: more speed, less chaos | Axelos
ITIL 4 High-velocity IT (HVIT) - Your companion to the ITIL 4 Managing Professional HVIT certification
質問 # 30
最も多くの人がサイロを打破し、矛盾する目標を排除するのに役立つ基本原則はどれですか?
- A. 今いるところから始めましょう
- B. 最適化と自動化
- C. コラボレーションして可視性を促進する
- D. フィードバックを受けながら繰り返し進歩する
正解：C
解説：
Collaborate and promote visibility is the guiding principle that would help the most in breaking down silos and eliminating conflicting goals. This principle encourages working together across boundaries and sharing information and knowledge with relevant stakeholders. By doing so, the organization can achieve a common understanding of the vision, objectives, and progress of the service value system. This also helps to avoid duplication of work, reduce errors, and improve efficiency and effectiveness. Collaborate and promote visibility also fosters a culture of trust, openness, and learning, which are essential for continual improvement and innovation. References:
* ITIL 4 Foundation: ITIL 4 Edition, section 4.3.4
* 6 reasons why ITIL 4's guiding principle of collaborate and promote visibility is important, section
"Collaboration and value co-creation"
質問 # 31
より緊密で協力的な関係を築くことを目的とする実践はどれですか?
- A. サプライヤー管理
- B. サービス構成管理
- C. 情報セキュリティ管理
- D. リリース管理
正解：A
解説：
Comprehensive Explanation:
The purpose of Supplier Management includes:
Ensuring that the organization's suppliers and their performance are adequately managed to support value creation through strong, collaborative relationships.
Thus, Option A is correct.
質問 # 32
大規模な多国籍組織の CIO は、IT 部門全体のパフォーマンスが悪いことに気付きました。CIO は、IT 部門全体のパフォーマンスを向上させるために、スタッフの行動パターンを変えることに取り組んでいます。
次のうち、スタッフの行動を改善するのに最も役立つのはどれですか?
- A. 作業項目間の「遅延のコスト」を比較して、財務的に価値のある作業が優先されるようにする
- B. 学習の機会を提供する、失敗しても安全な実験の実行
- C. かんばんボードを採用して、ソフトウェア開発チーム間の作業の流れを視覚化する
- D. ソフトウェアを迅速にデプロイするための CI/CD ツールの実装
正解：B
質問 # 33
「結果」に関する次の記述のうち正しいものはどれですか?
- A. 結果は、少なくとも1つの出力に依存して結果をもたらします。
- B. ステークホルダーへの製品の提供は成果によって可能になる
- C. サービスのための技術に関する費用のレベルは、結果によって定義されます。
- D. 成果は、サービスのパフォーマンスに関して利害関係者に保証を提供します。
正解：A
解説：
Comprehensive and Detailed Explanation From Exact Extract of ITIL 4 Managing Professional Transition:
In ITIL 4, an outcome is defined as:
"A result for a stakeholder enabled by one or more outputs."
Key points:
* Outcomes depend on outputs - outputs are the deliverables, outcomes are the results enabled by them.
* Option A is reversed; outcomes do not enable delivery of products.
* Option B refers to costs, not outcomes.
* Option D describes warranty, not outcomes.
Therefore, Option C is the accurate ITIL 4 definition.
質問 # 34
インシデント管理とサービスデスクの実践の違いは何ですか?
- A. インシデント管理は複雑な問題を解決し、サービスデスクはより単純な問題を解決します
- B. インシデント管理はサービスの中断を管理し、サービスデスクは達成されたサービス品質を監視します。
- C. インシデント管理はサービス運用を回復し、サービスデスクはユーザーとのコミュニケーションを提供します。
- D. インシデント管理は問題を解決し、サービスデスクは問題の根本原因を調査します。
正解：C
解説：
Comprehensive Explanation:
The practices have different purposes:
Incident Management:
Focuses on restoring normal service operation as quickly as possible after interruptions.
Service Desk:
Acts as the single point of contact for users, ensuring communication, updates, and support.
Option A correctly captures these distinct roles:
* Incident management = restoration
* Service desk = communication interface
質問 # 35
デジタル組織の例はどれですか?
- A. IT を活用して業務プロセスをサポートする組織
- B. IT変革を遂げた組織
- C. IT を活用して「サービス デスク」業務を改善する組織
- D. ITを活用して戦略の方向性を変える組織
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 # 36
カスタマージャーニーを説明しているのはどれですか?
- A. 顧客がサービス プロバイダーと得られるエンドツーエンドのエクスペリエンス
- B. サービスプロバイダーが新規顧客を獲得するために行うアクション
- C. サービス利用者がサービスプロバイダーから得られるエクスペリエンス
- D. サービスを利用するためにユーザーが行う行為
正解：A
質問 # 37
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