ITIL-4-Transition試験無料問題集（63題）「ITIL 4 Managing Professional Transition 認定」

出題：1

An organization is designing a survey to assess the needs and expectations of its staff.
What is this an example of?

A. Employee satisfaction management

B. CI/CD

C. Customer-orientation

D. Integration and data sharing

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：2

In an organization, a service desk team employs experienced staff who have worked there for many years and have good relationships with support teams. The organization has a good improvement culture, and staff are encouraged to use their experience and identify improvements. They are developing a new policy for handling incidents.
Which is the BEST approach for this new policy?

A. Implement the policy to the service desk staff initially before informing other affected support teams

B. Engage with stakeholders to ensure that as much detail as possible is included in the policy

C. Ensure that any identified exceptions are excluded from the policy to improve clarity

D. Ensure that all teams involved in incident resolution collaborate in the development of the policy

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's customers have historically been satisfied with the functionality and performance of its service. Recently, hovewer, the organization is getting complaints about both the performance of the services and areas such as sales and customer support. How BEST can the organization collect the information needed to address these complaints?

A. Gather customer service performance metrics and map to SLAs

B. Collect customer experience and service level metrics

C. Use feedback from service reviews to assess value realization

D. Conduct satisfaction surveys after service interactions

正解：B 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 in a partnership relationship with a service consumer. The services provided are complex with new functionality and improvements constantly being developed using agile methods.
Which is the BEST approach for validating service value?

A. Perform ad-hoc service reviews and produce reports of service outputs

B. Work together to identify methods of checking service value and check that value propositions are still valid

C. Regularly perform user satisfaction surveys and an analysis of the costs and risks removed from the service consumer

D. Produce service level reports and an analysis of the cost and risks of service delivery

正解：B 解答を投票する

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出題：5

In service relationships what is a benefit of identifying consumer roles?

A. It removes constraints from the customer

B. It enables effective stakeholder management

C. It enables a common definition of value

D. It provides shared service expectations

正解：B 解答を投票する

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出題：6

Which two stakeholders co-create value in the service relationship?

A. The provider and supplier

B. The investor and supplier

C. The consumer and provider

D. The investor and consumer

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-Transition試験無料問題集「ITIL 4 Managing Professional Transition 認定」