売れ筋トップクラスのITIL-4-Specialist-High-velocity-IT最新試験問題2025年最新のPeoplecert試験練習
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質問 # 56
Which statement about employee surveys is CORRECT?
- A. They are typically conducted annually
- B. They are conducted at several organizational levels, formally and informa
- C. They are intended to be conducted across an entire organization
- D. They can only be conducted electronically so have limited application
正解：B
質問 # 57
A service provider is starting to design a customer journey. The service provider has documented the utility, warranty and experience that the service should deliver.
What else do they need to identify before they start to design the journey?
正解：
解説：
Outcomes that are needed from the service
質問 # 58
A team is evaluating commercial software products in an effort to improve communication and collaboration within the team.
The members of the team cannot agree on the process that they should use to evaluate the products.
Which step should the team complete LAST?
正解：
解説：
Define requirements for configuring the product
質問 # 59
An organization works in a highly regulated industry. A new regulation has been introduced that requires additional information to be recorded about users each time the service desk logs an incident in the service logging tool. They want to put controls in place to ensure that the regulation is followed.
Which is the BEST approach?
- A. Ensure that the service desk staff are aware of the new regulation, and continue to use existing reports of service desk activity
- B. Update the logging tool to ensure that all fields must be completed for every incident record, and produce daily reports of all service desk activity
- C. Update the logging tool to ensure that the minimum data required by the regulation is always recorded, and report on any deviations
- D. Ensure that the service desk staff are aware of the new regulation and let them decide what data to record and produce reports when requested
正解：C
質問 # 60
An organization has a culture that encourages people to hide their mistakes. This reduces opportunities to learn and improve in many different areas.
Which practice would MOST help to improve this situation and how?
Relationship management, by developing and communicating values and principles Which is an example of planning for value co-creation?
正解：
解説：
Agreeing with a customer the service desk team's response times for each method of user contact
質問 # 61
A service provider is tracking the likelihood of service failures that could affect the service consumer. What is this a measure of?
正解：
解説：
Risk
質問 # 62
An organization is aiming to develop a partnership relationship with its service consumers. One of the objectives is to increase the level of trust and customers' satisfaction by establishing a service mindset across the organization.
Which initiative is the BEST way to achieve it?
- A. Develop interpersonal skills and service empathy in all teams
- B. Increase the number of service-level reviews with consumers
- C. Create a centralized service management team
- D. Automate service-related tasks
正解：A
質問 # 63
Which statement about the end-to-end customer journey is CORRECT?
正解：
解説：
It reflects an overall perception
質問 # 64
What should be done FIRST when designing a customer journey?
正解：
解説：
Defining the desired outcome and the value proposition
質問 # 65
Resource constraints have slowed an organization's efforts to expand into new markets.
Which practice would recommend eliminating products and services that are not enabling value, so that the required resources can be made available?
- A. Portfolio management
- B. Change enablement
- C. Risk management
- D. Service level management
正解：A
質問 # 66
The service desk procedure for printer incidents is to verify that this is a hardware fault, and then contact a supplier. The supplier has a contract to repair or replace faulty printers within two days. A user contacts the service desk to say that their printer is broken, and they urgently need a printout of a contract or a significant sale will be lost. What should the service desk agent do?
正解：
解説：
Log a call with the supplier, but also arrange for the contract to be printed at another printer and delivered to the user
質問 # 67
A customer usually has good control of a service provider in terms of achieving service levels, but often struggles to assess service value Which level of service relationship maturity does this situation describe?
- A. Partnership
- B. Cooperative relationship
- C. Managed relationship
- D. Basic relationship
正解：D
質問 # 68
An organization has recently made improvements to how users request new phones, track their arrival, and get help setting the phone up.
Which practice has been most affected by these improvements?
- A. Asset Management
- B. Service Request Management
- C. Change Enablement
- D. Incident Management
正解：B
質問 # 69
A consumer organization is making significant changes to the technologies used by its employees, and is discussing those changes with its service provider.
How can the service provider BEST demonstrate the capability to meet the needs of the consumer organization?
- A. Be respectful of the consumer organization's decision to make these changes
- B. Ensure there is adequate capacity to meet the increased demand of the changes
- C. Ensure adequate knowledge and skills to support the customer's changes
- D. Respond in a timely manner to the customer's enquiries
正解：C
質問 # 70
A service provider has recently released an upgrade to its payroll service. The service provider had told the customer that the upgrade would include functionality to copy information from various other HR systems, to reduce the amount of manual data entry. However, this statement was not documented at the time, and the proposed functionality was not included in the design.
Which practice includes activities which could have helped to avoid this situation?
- A. Business analysis
- B. Change enablement
- C. Incident management
- D. Service level management
正解：A
質問 # 71
A service provider is planning a major change to its services and the way it delivers them. The project will include many changes to the working practices of staff. The service provider expects resistance to these changes and would like to manage communication in a sensitive way.
Which is the MOST appropriate approach?
- A. Use a mix of communication methods and ensure that any feedback received is shared openly on a public forum
- B. Use a mix of communication methods and ensure that a feedback mechanism is included that allows anonvmitv to be retained
- C. Use instant messaging for both communicating and receiving feedback to ensure a quick response for all affected staff
- D. Send an email to the affected staff and ensure that as much detail as possible is included
正解：B
質問 # 72
An organization is receiving complaints about the performance of one of its online services. Some of the complaints are coming from its internal employees who are reporting issues with onboarding new consumers. The organization has limited resources.
Which is the FIRST step that this organization should take to address the complaints?
- A. Prioritize internal employee complaints
- B. Develop a new onboarding strategy
- C. Analyze the patterns of business activity
- D. Implement a customer satisfaction survey
正解：C
質問 # 73
An internal IT service provider does not have all the skills needed to create and deliver a new service but could develop them with enough time. There are many external service providers who can provide this service.
Which approach should the organization follow to decide if they should use the internal service provider or source the service externally?
- A. Focus on cost as the sole deciding factor
- B. Outsource immediately to save time
- C. Conduct an internal survey to determine staff preferences
- D. Start by reviewing organizational policies for sourcing services, then identify the most important criteria for selecting a service provider, and use a 'decision matrix' to compare service providers
正解：D
質問 # 74
After completing an online training course, the employees of an organization are better equipped to utilize digital systems.
Which mid-level goal is supported by this training?
- A. Fast development
- B. Valuable investments
- C. Resilient operations
- D. Co-created value
正解：D
質問 # 75
An investment bank has outsourced its customer care helpline. It is keen to introduce experience metrics into its Service Level Agreements (SLAs) with the service provider for the helpline. It has asked for a re-negotiation of the existing SLA.
Which is the BEST example of an experience metric that can be included in the SLA?
- A. Customer satisfaction with the helpline
- B. Percentage of issues resolved within the first call
- C. Total number of calls answered per day
- D. Average call handling time
正解：A
質問 # 76
What is the BEST way of demonstrating that user feedback is
taken seriously, and is appropriately acted upon, in order to encourage more feedback in future?
正解：
解説：
Regularly provide updates about service improvements made as a result of user feedback
質問 # 77
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