更新された2022年02月プレミアムITIL-4-Foundation試験エンジンPDFで今すぐダウンロード！無料更新された430問あります
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質問 50
Which value chain activity ensures that ongoing service activity meets user expectations?
- A. Deliver and support
- B. Plan
- C. Obtain/build
- D. Engage
正解: D
質問 51
Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?
- A. Defining the improvement plan
- B. Understanding the business mission
- C. Executing improvement actions
- D. Performing baseline assessments
正解: D
質問 52
Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?
- A. Collaborate and promote visibility
- B. Start where you are
- C. Progress iteratively with feedback
- D. Focus on value
正解: C
質問 53
What is the MOST important reason for prioritizing incidents?
- A. To help information-sharing are learning
- B. To ensure that incidents with highest impact are resolved first
- C. To ensure that user expectations are realistic
- D. To provide links to related changes and known errors
正解: B
質問 54
Which TWO statements about the 'service request management' practice are CORRECT?
1. Service requests are part of normal service delivery
2. Complaints can be handled as service requests
3. Service requests result from a failure in service
4. Normal changes should be handled as service requests
- A. 1 and 4
- B. 2 and 3
- C. 1 and 2
- D. 3 and 4
正解: C
質問 55
Which is a service request?
- A. Requesting investigation of a degraded service
- B. Requesting a workaround for an issue
- C. Requesting information about how to create a document
- D. Requesting an enhancement to an application
正解: C
質問 56
Which statement about the 'change enablement' practice is CORRECT?
- A. Service requests are usually normal changes that can be implemented quickly without authorization
- B. Emergency changes are changes that must be fully tested and fully documented prior to implementation
- C. Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited
- D. Standard changes are changes that need to be scheduled, assessed and authorized following a standard process
正解: C
質問 57
Which practice has the purpose of ensuring that the organization's suppliers and their performance and managed appropriately to support the provision of seamless, quality products and services?
- A. Supplier management
- B. Service management
- C. Release management
- D. Relationship management
正解: A
質問 58
Which guiding principle considers how the steps of a process can be performed as efficiently as possible?
- A. Optimize and automate
- B. Start where you are
- C. Focus on value
- D. Think and work holistically
正解: A
質問 59
Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?
- A. Service desk
- B. Service configuration management
- C. Monitoring and event management
- D. IT asset management
正解: B
質問 60
Which action is performed by a service provider?
- A. Requesting required service actions
- B. Receiving of the agreed goods
- C. Ensuring access to agreed resources
- D. Authorizing budget for service consumption
正解: A
解説:
Explanation/Reference: https://www.knowledgehut.com/tutorials/itil4-tutorial/it-service-management-concepts
質問 61
Which skill is required by the 'service level management' practice?
- A. Supplier management
- B. Problem management
- C. Technical expertise
- D. Event monitoring
正解: A
質問 62
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 work in close collaboration with support and development teams
- C. The service desk should remain isolated from technical support teams
- D. The service desk should escalate all technical issues to support and development teams
正解: B
質問 63
Identify the missing word in the following sentence.
The purpose of the supplier management practice is to ensure that the organization's suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services.
- A. value
- B. users
- C. costs
- D. performances
正解: D
質問 64
Which practice has a purpose that includes observing a service to report selected changes of state identified as
events?
- A. Change control
- B. Monitoring and event management
- C. Incident management
- D. Information security management
正解: D
質問 65
What takes place in the "Did we get there?" step of the continual service improvement (CSI) approach?
- A. Understanding priorities for improvement
D18912E1457D5D1DDCBD40AB3BF70D5D - B. Verifying that improvement targets have been achieved
- C. An initial baseline assessment
- D. The production of a detailed CSI plan
正解: B
質問 66
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