合格させるITIL-4-Foundation試験問題で実際テストエンジンPDFには505問題あります
最新をゲットせよ！ITIL-4-Foundation認定練習テスト問題の試験問題集
質問 107
What considerations influence the supplier strategy of an organization?
- A. Corporate culture of the organization
- B. Level of formality
- C. Type of cooperation with suppliers
- D. Contracts and agreements
正解: A
質問 108
Which practice provides a communications point for users to report operational issues, queries and requests?
- A. Service desk
- B. Continual improvement
- C. Relationship management
- D. Incident management
正解: A
解説:
Explanation
The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users. It provides a clear path for users to report issues, queries, and requests, and have them acknowledged, classified, owned, and actioned.
https://www.bmc.com/blogs/itil-service-desk/
質問 109
Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?
- A. Monitoring and event management
- B. Deployment management
- C. IT asset management
- D. Continual management
正解: C
解説:
An asset is defined as anything that is useful or valuable within a product or service. This value is generally determined financially: how much an asset costs versus how much it saves.
https://www.bmc.com/blogs/it-asset-management/
質問 110
Which TWO are important aspects of the 'service request management' practice?
1. Standardization and automation
2. Providing a variety of channels for access
3. Establishing a shared view of targets
4. Policies for approvals
- A. 2 and 3
- B. 1 and 2
- C. 1 and 4
- D. 3 and 4
正解: C
解説:
Explanation/Reference: https://www.bmc.com/blogs/itil-service-request-management/
質問 111
Which is one of the MAIN concerns of the 'design and transition' value chain activity?
- A. Ensuring service components are available
- B. Understanding the organization's vision
- C. Meeting stakeholder expectations
- D. Understanding stakeholder needs
正解: A
解説:
The purpose of 'obtain/build' value chain activity is "to ensure that service components are available when and where they are needed, and meet agreed specifications." Service components for 'deliver and support' and service components for design and transition are key outputs of 'obtain/build' value chain activity.
質問 112
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service
requests?
- A. Service desk
- B. IT asset management
- C. Service request management
- D. Change control
正解: C
質問 113
What is used to link activities within the service value chain?
- A. Opportunity, demand and value
- B. Service desk
- C. Inputs, outputs and triggers
- D. Service level agreements
正解: A
質問 114
Which statement about service desks is CORRECT?
- A. The service desk should rely on self-service portals instead of escalation to support teams
- B. The service desk should remain isolated from technical support teams
- C. The service desk should escalate all technical issues to support and development teams
- D. The service desk should work in close collaboration with support and development teams
正解: D
質問 115
Which is a key requirement for a successful service level agreement?
- A. It should relate to simple operational metrics
- B. It should be simply written and easy to understand
- C. It should be based on the service provider's view of the service
- D. It should be written in legal language
正解: B
質問 116
Which function is responsible for the management of a data centre?
- A. Service desk
- B. Technical management
- C. Facilities management
D18912E1457D5D1DDCBD40AB3BF70D5D - D. Application management
正解: C
質問 117
Which statement about costs is CORRECT?
- A. Costs imposed on the consumer are costs of service warranty
- B. Costs removed from the consumer are part of the value proposition
- C. Costs removed from the consumer are part of service consumption
- D. Costs imposed on the consumer are costs of service utility
正解: B
質問 118
Which service catalogue view is considered beneficial when constructing the relationship between services,
SLAs, OLAs, and other underpinning agreements?
- A. Supporting services view
- B. Service-based SLA view
- C. Retail customer view
- D. Wholesale customer view
正解: A
質問 119
Which dimension considers how knowledge assets should be protected?
- A. Organizations and people
- B. Value streams and processes
- C. Partners and suppliers
- D. Information and technology
正解: D
質問 120
How does a service consumer contribute to the reduction of disk?
- A. By managing staff availability
- B. By paying for the service
- C. By managing server hardware
- D. By communicating constraints
正解: D
質問 121
Which practice requires skills and competencies related to business analysis, supplier management and relationship management?
- A. Monitoring and event management
- B. IT asset management
- C. Service level management
- D. Incident management
正解: C
質問 122
Which of the four dimensions contributes MOST to defining activities needed to deliver services?
- A. Information and technology
- B. Organizations and people
- C. Partners and suppliers
- D. Value streams and processes
正解: D
解説:
Value Streams & Processes
The value streams and processes dimension is concerned with how the various parts of the organization work in an integrated and coordinated way to enable value creation through products and services. This dimension defines the activities, workflows, controls and procedures needed to achieve agreed objectives. What matters in service management is that an organization establishes an operating model that that effectively organizes the key activities needed to manage products and services.
Value streams
A value stream is defined as a series of steps an organization undertakes to create and deliver products and services to consumers.
Structuring the organization's service and product portfolios around value streams allows it to have a clear picture of what it delivers and how, and to make continual improvements to its services. By mapping its value streams, an organization can identify what is critical, what introduces waste and what can be improved upon.
Processes
A process is defined as a set of interrelated or interacting activities that transform inputs into outputs.
Processes define the sequence of actions and their dependencies, as well as describe what is done to accomplish an objective. Processes are underpinned by policies and can be broken down further through procedures which outline what is done, when, and by whom.
https://www.bmc.com/blogs/itil-four-dimensions-service-management/
質問 123
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