ITIL-4-Specialist-Create-Deliver-and-Support試験無料問題集（74題）「ITIL 4 Specialist: Create, Deliver and SupportExam 認定」

出題：1

An organization prioritizes its work on a 'last-in, first-out' basis.
Which work item should be actioned NEXT?

A. An item logged yesterday at 11:00

B. An item logged yesterday at 09:00

C. An item logged today at 11:00

D. An item logged today at 09:00

正解：C 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：2

A service desk team acts as a single point of contact for its users. Service desk team members are the first-line support; however, if they are unable to resolve the incidents, they are escalated to second-line support. This tiered support structure has resulted in large queues of unresolved tickets. Which concept or approach would help the organization resolve this situation?

A. Advanced analytics

B. Outsourcing

C. Results-based measurement

D. Swarming

正解：D 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：3

An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently. What should the organization do FIRST to start to improve the situation?

A. Improve the integration of tools to ensure there are no gaps between processes

B. Review skills and competencies of user support staff to ensure they have the required capability

C. Use value stream mapping to help understand the end-to-end flow of user support

D. Encourage teams to collaborate so they can focus on value for users

正解：C 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：4

A service provider is redesigning its service management system using value stream management and mapping. The service management team is reviewing the role of practices in various value streams. There is an argument about the role of deployment management as software development and service management teams see its role differently. What is the BEST approach to define the role of deployment management practice in value streams?

A. Deployment management plays an important role only in creation of new services developed within the organization

B. Deployment management does not play any role in the incident resolution value stream

C. Deployment management plays an important role in creation of new and changed services; it does not contribute to other value streams

D. Deployment management plays an important role in any value stream requiring transition of service components to production environment

正解：D 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：5

When verifying that an incident has been resolved, which is an example of value as perceived by a user?

A. A swift restoration of a point of sale system, enabling customers to be served with minimal disruption

B. A better understanding of a complex networking scenario, enabling the creation of a new knowledge article

C. An accurate and complete incident record, enabling subsequent trend analysis of incidents

D. An incident resolved within the target SLA time, enabling efficient use of service desk resources

正解：A 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：6

A sales enablement service is being modified to improve the data that is presented to sales staff. This will be delivered as a series of incremental improvements.
Which are the TWO BEST ways to measure these changes?
1. Measure individual changes by the output that they create
2. Measure the overall success of multiple changes by the output that is created
3. Measure individual changes by the outcome that they create
4. Measure the overall success of multiple changes by the outcome that is created

A. 2 and 3

B. 1 and 2

C. 1 and 4

D. 3 and 4

正解：D 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：7

Which is often included in an Agile approach to software development?

A. Advanced analytics

B. Information models

C. CI/CD

D. Integrated service management toolsets

正解：C 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

ITIL-4-Specialist-Create-Deliver-and-Support試験無料問題集「ITIL 4 Specialist: Create, Deliver and SupportExam 認定」