試験ITIL-4-Specialist-Monitor-Support-Fulfil-JPN トピック1 問題121 スレッド
Peoplecert ITIL-4-Specialist-Monitor-Support-Fulfil-JPNのリアル試験問題集
問題 #: 121
トピック #: 1
問題 #: 121
トピック #: 1
ある組織は複数の市場で事業を展開しており、パートナー企業と共同で多くのサービスを提供しています。同社は製品開発に最新の手法を取り入れ、変化する顧客ニーズへの迅速な対応を目指しています。しかし最近、インシデント解決時間が長くなり、合意した目標値を超えることさえあることが明らかになりました。インシデントレビューでは、技術チーム間の引き継ぎ件数と期間の増加も明らかになりました。
この場合のインシデント処理を改善するための最善のアプローチは何ですか?
この場合のインシデント処理を改善するための最善のアプローチは何ですか?
おすすめの解答：B 解答を投票する
In this scenario, incident resolution times are increasing, and incidents are being transferred between multiple teams, causing delays. The best approach is to group technical specialists by product or service, allowing for faster, more efficient resolution.
Group Technical Specialists by Product or Service (Answer B - Correct): Organizing teams by product or service ensures that specialists have deep knowledge of the system they are responsible for, which reduces the need to transfer incidents between teams. This setup aligns with modern development approaches like DevOps, where cross-functional teams are responsible for end-to-end service delivery and incident resolution.
Ensure Only Internal Teams Take Part (Answer A - Incorrect): Limiting incident resolution to internal teams may not be feasible, especially if services are provided in collaboration with external partners.
Ensure Only External Teams Take Part (Answer C - Incorrect): Relying solely on external teams may introduce delays and reduce the organization's control over the incident resolution process.
Design Significant Rewards for Individuals (Answer D - Incorrect): While recognizing individual efforts can be motivational, it does not address the structural problem of incident transfers and delays between teams.
ITIL 4 Reference:
Incident Management Practice: Grouping teams by product or service helps reduce transfer times and ensures faster, more focused incident resolution.
Group Technical Specialists by Product or Service (Answer B - Correct): Organizing teams by product or service ensures that specialists have deep knowledge of the system they are responsible for, which reduces the need to transfer incidents between teams. This setup aligns with modern development approaches like DevOps, where cross-functional teams are responsible for end-to-end service delivery and incident resolution.
Ensure Only Internal Teams Take Part (Answer A - Incorrect): Limiting incident resolution to internal teams may not be feasible, especially if services are provided in collaboration with external partners.
Ensure Only External Teams Take Part (Answer C - Incorrect): Relying solely on external teams may introduce delays and reduce the organization's control over the incident resolution process.
Design Significant Rewards for Individuals (Answer D - Incorrect): While recognizing individual efforts can be motivational, it does not address the structural problem of incident transfers and delays between teams.
ITIL 4 Reference:
Incident Management Practice: Grouping teams by product or service helps reduce transfer times and ensures faster, more focused incident resolution.
堀内** 2026-06-25 09:30:27
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