ITIL-4-Foundation 無料問題集「ITIL 4 Foundation」

（A）Securing stakeholder engagement

（B）Determining where the most positive impact would be

（C）Understanding the vision and objectives of the organization

（D）Standardizing practices and services

（A）Creation of a temporary team

（B）Use of shift working patterns

（C）Fulfillment of service requests

（D）Scripts for collecting user information

（A）An input from financial management for IT services to service level management, detailing the budget plan

（B）A formal plan to implement improvements to a customer's business processes

（C）A formal plan to implement improvements to a service or process

（D）An input from availability management to service level management, detailing the service design plan

（A）Incident management and continual improvement

（B）Problem management and incident management

（C）Change enablement and continual improvement

（D）Change enablement and problem management

（A）By communicating constraints

（B）By paying for the service

（C）By managing server hardware

（D）By managing staff availability

（A）Knowledge of telephony technology

（B）Excellent technical knowledge

（C）Root cause analysis skills

（D）Demonstration of emotional intelligence

（A）A user has requested access to a shared repository

（B）A user wants to reset the password of a server

（C）An application is not available during the business hours

（D）A backup server is being rebooted while services are running on the primary server

（A）Optimize and automate

（B）Collaborate and promote visibility

（C）Think and work holistically

（D）Keep it simple and practical

（A）Making business cases for improvement action

（B）Logging and managing incidents that result in improvement opportunities

（C）Identifying the cause of incidents and recommending related improvements

（D）Authorizing changes to implement improvements

（A）A set of specialized organizational capabilities for enabling value for customers in the form of services.

（B）A formal description of one or more services, designed to address the needs of a target consumer group

（C）A result for a stakeholder enabled by one or more outputs

（D）Join activities performed by a service provider and a service consumer to ensure continual value co- creation

（A）Start where you are

（B）Focus on value

（C）Collaborate and promote visibility

（D）Keep it simple and practical

（A）The information created, managed and used in the course of service provision and consumption

（B）The level of integration and formality involved in the relationships between organizations

（C）The activities, workflows, controls and procedures needed to achieve the agreed objectives

（D）The required skills and competencies of teams and individual members of the organization

（A）Eliminating service requests which have complex workflows

（B）Understanding which service requests can be accomplished with limited approvals

（C）Separating requests relating to service failures from the degradation of services

（D）Creating new workflows for every service request

（A）The appropriate change authority should be assigned to each type of change

（B）A full assessment should be completed each time the change is implemented

（C）The change does not require additional authorization

（D）The change can be implemented with less testing if necessary

（A）To organize past, present, and future improvement ideas

（B）To authorize changes to implement improvement initiatives

（C）To provide a structured approach to implementing improvements

（D）To record requests for provision of a resource or service

（A）The use of scripts

（B）Problem prioritization

（C）Formation of a temporary team

（D）Rapid escalation

（A）Guiding principles

（B）Outputs

（C）Outcomes

（D）Service offerings

（A）To ensure that accurate and reliable information about the configuration of services is available when and where it is needed

（B）To plan and manage the full lifecycle of all IT assets

（C）To observe services and service components

（D）To protect the information needed by the organization to conduct its business

（A）Start where you are

（B）Focus on value

（C）Collaborate and promote visibility

（D）Keep it simple and practical

（A）A change

（B）A problem

（C）An incident

（D）An event