更新された2022年03月公式問題ITIL-4-Foundation認定にはITIL-4-Foundation問題集PDF
2022年最新のに更新された最新ITIL-4-Foundation問題集を掴み取れ！
質問 186
Which Practice includes management of workarounds and known errors?
- A. Problem management
- B. Monitoring and event management
- C. Service configuration management
- D. Incident management
正解: A
解説:
What is problem management?
The purpose of problem management is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
Problems are related to incidents, but it is important to differentiate them in the way they are managed:
Incidents have an impact on users or business processes, and must be resolved so that normal business activity can take place.
Problems are the causes of incidents therefore they require investigation and analysis to identify the causes, develop workarounds, and recommend longer-term resolution. This reduces the number and impact of future incidents.
質問 187
Which statement about the 'four Ps' of service design is CORRECT?
- A. Partners refers to suppliers and vendors
- B. People refers to technology and tools
- C. Processes refers to skill and training
- D. Products refers to producers and metrics
正解: A
解説:
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質問 188
Identify the missing word in the following sentence.
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?].
- A. elements
- B. assets
- C. values
- D. services
正解: D
質問 189
What three elements make up the Service Portfolio?
- A. Service pipeline, configuration management system and service catalogue
- B. Customer portfolio, service catalogue and retired services
- C. Service pipeline, service catalogue and retired services
- D. Customer portfolio, configuration management system and service catalogue
正解: C
解説:
Explanation
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質問 190
What three elements make up the Service Portfolio?
- A. Service pipeline, configuration management system and service catalogue
- B. Customer portfolio, service catalogue and retired services
- C. Service pipeline, service catalogue and retired services
- D. Customer portfolio, configuration management system and service catalogue
正解: C
質問 191
Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?
- A. Change enablement
- B. Monitoring and event management
- C. Release management
- D. Relationship management
正解: A
解説:
Explanation/Reference: https://www.symphonysummit.com/products/what-is-it-service-management-itsm/
質問 192
Which guiding principle recommends coordinating all dimensions of service management?
- A. Keep it simple and practical
- B. Start where you are
- C. Think and work holistically
- D. Progress iteratively with feedback
正解: C
質問 193
When planning 'continual improvement', which approach for assessing the current state of a service is CORRECT?
- A. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
- B. An organization should always use an approach that combines Lean, Agile and DevOps methodologies
- C. An organization should always use a single technique to ensure metrics are consistent
- D. An organization should always develop competencies in methodologies and techniques that will meet their needs
正解: D
質問 194
What is a configuration item?
- A. A problem that has been analyzed but has not been resolved
- B. Any component that needs to be managed in order to deliver an IT service
- C. Any financially valuable component that can contribute to delivery of an IT product or service
- D. Any change of state that has significance for the management of a service
正解: B
解説:
Reference: https://www.bmc.com/blogs/itil-key-terms/
質問 195
Which practice provides a communications point for users to report operational issues, queries and requests?
- A. Service desk
- B. Continual improvement
- C. Incident management
- D. Relationship management
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/
正解: A
質問 196
Which helps to manage an incident when it is unclear which support team should be working on the incident?
- A. Self-help
- B. Target resolution times
- C. Swarming
- D. Disaster recovery plans
正解: C
解説:
Explanation/Reference: https://www.bmc.com/blogs/itil-incident-management/
質問 197
Which is a result of applying the guiding principle 'progress iteratively with feedback'?
- A. Understanding the current state and identifying what can be reused
- B. Standardization of practices and services
- C. The ability to discover and respond to failure earlier
- D. Understanding the customer's perception of value
正解: C
質問 198
Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?
- A. A standard change
- B. An emergency change
- C. A change model
- D. A normal change
正解: A
質問 199
Which statement about problems is CORRECT?
- A. Problem prioritization involves risk assessment.
- B. Problems are not related to incidents.
- C. Problems must be resolved quickly in order to restore normal business activity.
- D. Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis.
正解: C
解説:
Explanation/Reference: https://www.bmc.com/blogs/itil-problem-management/
質問 200
How does categorization of incidents assist the 'incident management' practice?
- A. It ensures that incidents are resolved in timescales agreed with the customer
- B. It determines the priority assigned to the incident
- C. It determines how the service provider is perceived
- D. It helps direct the incident to the correct support area
正解: D
質問 201
How should an organization prioritize incidents?
- A. Use an agreed classification which is based on the business impact of the incident.
- B. Assess the availability of the appropriate support team.
- C. Create an order of incidents based on the dates and times when they were logged.
- D. Ask the user for their preferred resolution timeframe.
正解: A
質問 202
Which BEST describes the purpose of the 'improve' value chain activity?
- A. To continually improve all products and services across all value chain activities
- B. To make new and improved services and features available for use
- C. To ensure a shared understanding of the vision and improvement direction for all products and services
- D. To organize a major improvement initiative into several smaller initiatives
正解: A
解説:
"The purpose of the improve value chain activity is to ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management."
https://www.symphonysummit.com/products/defining-industry-terms-itsm-itil-itil4/#:~:text=Improve%20%E2%80%93%E2%80%9CThe%20purpose%20of%20the,four%20dimensions%20of%20service%20management.%E2%80%9D
質問 203
Which TWO of the following are considerations of change enablement?
1. Managing the people aspects of change
2. Ensuring that organizational transformations are successful
3. Maximizing the number of successful service changes
4. Ensuring that changes are properly assessed
- A. 1 and 4
- B. 2 and 3
- C. 1 and2
- D. 3 and 4
正解: C
質問 204
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