練習できるITIL-4-Specialist-High-velocity-IT問題には認定ガイド問題と解答とトレーニングを提供しています
無料Peoplecert ITIL-4-Specialist-High-velocity-ITテスト練習問題試験問題集
質問 # 50
An organization has signed a contract to outsource its service desk function to a supplier. The organization wants to ensure that its customers and users will receive a seamless support service.
Which activity would MOST help the organization at this stage?
- A. Integrating supplier activities into the organization's value streams
- B. Setting stricter service-level expectations with the supplier
- C. Conducting regular performance audits of the supplier
- D. Training internal employees to work with the supplier
正解：A
質問 # 51
A customer is retiring a service and has terminated the contract for the service with the service provider.
The service provider will continue to deliver other services to the customer. Which activity should the service provider include in the plans to offboard the service?
正解：
解説：
Identifying and making requests for outstanding payments for the service
質問 # 52
An organization is using an out-of-the-box service from a large service provider. How does the service provider know about the organization's needs?
- A. The service provider's marketing and business analysis teams consider generic market needs, instead of the needs of this specific organization
- B. The organization submits a detailed list of requirements to the service provider
- C. The organization must customize the out-of-the-box service to meet its own needs
- D. The service provider conducts one-on-one interviews with the organization
正解：A
質問 # 53
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. Change enablement
- B. Service level management
- C. Risk management
- D. Portfolio management
正解：D
質問 # 54
Which is the BEST method of monitoring the customers overall perception of a service?
正解：
解説：
Perform an analysis of complaints and compliments
質問 # 55
An organization is evaluating the advantages and disadvantages of replacing its legacy information systems with cloud-based services as a part of its strategic plan. The market is extremely competitive, so the organization wants to ensure that all factors are considered. Which technique would allow this organization to BEST understand the external factors that could influence this decision?
- A. PESTLE analysis
- B. the cynefin framework
正解：A
質問 # 56
Which is CORRECT when considering a transformation to high-velocity IT?
- A. It is acceptable to take risks which may lead to competitive advantage
- B. The impact on the culture of the organization does not need to be considered
- C. High-velocity IT focuses on using data to improve the performance of physical devices
- D. Risks can be minimized by making a significant change rather than incremental improvements
正解：A
質問 # 57
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. Average call handling time
- B. Customer satisfaction with the helpline
- C. Percentage of issues resolved within the first call
- D. Total number of calls answered per day
正解：B
質問 # 58
The IT team in a large enterprise is replacing an important application used for internal communication and collaboration. The team is very enthusiastic about the new application and believes it enables new and better ways of working. Pilot users, however, are reluctant to use the new features and just replicate old ways of working in the new system.
How can a 'service mindset' improve the situation?
- A. By creating strict policies to enforce the use of new features
- B. By encouraging users to understand the features of the new application, and how it can contribute to the achievement of the enterprise's objectives
- C. By simplifying the new application to make it identical to the old one
- D. By limiting user access to only the new features of the application
正解：B
質問 # 59
An organization is evaluating the advantages and disadvantages of replacing its legacy information systems with cloud-based services as part of its strategic plan. The market is extremely competitive, so the organization wants to ensure that all factors are considered.
Which technique would allow this organization to BEST understand the external factors that could influence this decision?
- A. The Cynefin framework
- B. PESTLE analysis
- C. Porter's Five Forces
- D. SWOT analysis
正解：B
質問 # 60
An organization wants to provide its employees with a limited set of self-services via an online portal.
A requirement is that when employees log into the portal, they see only those services that are applicable to their status in the organization and that they have the authority to access. The organization also wants to provide employees with the ability to adjust the layout of the portal.
Which service provisioning approach should this organization use?
正解：
解説：
Tailored
質問 # 61
Which TWO are possible sources of demand for a value stream to restore a live service?
1. Someone is unable to log into their user account for the service
2. A monitoring tool detects a service failure
3. The service desk calls a user to provide a status update for an incident
4. A user provides feedback to the incident manager when an incident is closed
- A. 1 and 4
- B. 2 and 3
- C. 3 and 4
- D. 1 and 2
正解：D
質問 # 62
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?
- A. Key performance indicators for measuring success
- B. Outcomes that are needed from the service
- C. Potential risks to the customer journey
- D. Specific technical requirements for the service
正解：B
質問 # 63
Which value chain activity communicates the current status of all four dimensions of service management?
- A. Obtain/build
- B. Plan
- C. Improve
- D. Engage
正解：B
質問 # 64
Which stakeholders should assess and evaluate value realization?
正解：
解説：
Both the service consumer and the service provider
質問 # 65
Which is an example of planning for value co-creation?
- A. Defining KPIs for service quality that align with internal team objectives
- B. Agreeing with a customer the service desk team's response times for each method of user contact
- C. Setting expectations with a vendor for service delivery
- D. Documenting user feedback in a service improvement register
正解：B
質問 # 66
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