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最新のITIL 4 ITIL-4-Foundation実際の無料試験問題
質問 62
Which guiding principle says that services and processes should NOT provide a solution for every exception?
- A. Keep it simple and practical
- B. Optimize and automate
- C. Collaborate and promote visibility
- D. Think and work holistically
正解: B
質問 63
Which dimension is MOST concerned with skills, competencies, roles and responsibilities?
- A. Value streams and processes
- B. Information and technology
- C. Organizations and people
- D. Partners and suppliers
正解: A
解説:
Value streams and processes focus mainly on those areas which ensure integration and coordination of various actions and parts which contribute towards better value creation for the organization. This dimension is more concerned about the way the organization has organized the activities or processes and how it enables and ensures the value creation across all stakeholders.
https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-four-dimensions-it-service-management
質問 64
What should be done first when applying the 'focus on value' guiding principle?
- A. Identify all suppliers and partners involved in the service
- B. Determine who the service consumer is in each situation
- C. Determine the cost of providing the service
- D. Identify the outcomes that the service facilitates
正解: B
質問 65
Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?
- A. Service desk
- B. Supplier management
- C. Change enablement
- D. Relationship management
正解: D
質問 66
Which is part of the value proposition of a service?
- A. Costs imposed on the consumer by the service
- B. Outputs of the service received by the consumer
- C. Risks imposed on the consumer by the service
- D. Costs removed from the consumer by the service
正解: D
質問 67
Which practice provides users with a way to get various requests arranged, explained and coordinated?
- A. Service desk
- B. Service level management
- C. Continual improvement
- D. Relationship management
正解: A
解説:
Over time, the focus of service desks has broadened from simply logging and resolving technical issues, to proving more comprehensive support for people and the business. They are increasingly being used to get various matters arranged, explained, and coordinated. The service desk has a major influence on user experience and how the service provider is perceived by the users. By understanding and acting on the business context of transactional activity (i.e. logging tickets), the service desk is better placed to add value to the organization.
質問 68
Which should be handled by 'service request management'?
- A. A request to resolve an error in a service
- B. A request to provide a laptop
- C. A request to change a target in a service level agreement
- D. A request to implement a security patch
正解: B
解説:
Reference: https://www.atlassian.com/itsm/service-request-management
質問 69
Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?
- A. Escalation
- B. Detection
- C. Categorization
- D. Prioritization
正解: C
解説:
Explanation
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質問 70
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 71
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
- A. Keep it simple and practical
- B. Focus on value
- C. Progress iteratively with feedback
- D. Think and work holistically
正解: A
質問 72
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 73
Which statement about 'continual improvement' is CORRECT?
- A. A single team should carry out 'continual improvement' across the organization
- B. Everyone in the organization is responsible for some aspects of 'continual improvement'
- C. 'Continual improvement' should have minimal interaction with other practices
- D. All improvement ideas should be logged in a single 'continual improvement register'
正解: B
質問 74
What should a release policy include?
- A. The roles and responsibilities for incident and problem resolution
- B. The naming convention for all configuration items (CI) recorded in the configuration management system (CMS)
- C. The process owner and process manager for each type of release
- D. The naming convention and expected frequency of each type of release
正解: D
質問 75
Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?
- A. Escalation
- B. Detection
- C. Categorization
- D. Prioritization
正解: C
質問 76
Which practice requires that staff demonstrate excellent customer service skills, such as empathy and
emotional intelligence?
- A. Problem management
- B. Supplier management
- C. Release management
- D. Service desk
正解: D
質問 77
Which of the four dimensions include, the knowledge bases needed to deliver and manage services?
- A. Information and technology
- B. Organizations and people
- C. Value streams and processes
This includes the information and technology needed to deliver services (servers, storage, networks, databases, etc.) as well as the information and technology needed to manage those services (ITSM tools, knowledge bases, configuration information, etc.).
https://www.sysaid.com/blog/entry/everything-you-officially-need-to-know-about-itil-4 - D. Partners and suppliers
正解: A
質問 78
Which processes are responsible for the regular review of underpinning contracts?
- A. Supplier management and availability management
- B. Supplier management and service level management
- C. Supplier management and change management
- D. Availability management and service level management
正解: B
質問 79
What is a service?
- A. A tangible or intangible deliverable of an activity
- B. A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
- C. A possible event that could cause harm or loss, or make it more difficult to achieve objectives
- D. Joint activities performed by a service provider and a service consumer to ensure continual value co- creation based on agreed and available service offerings
正解: B
解説:
Reference: https://www.bmc.com/blogs/itil-key-concepts-service-management/
質問 80
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 81
What is described by the service value system?
- A. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation
- B. How to apply the systems approach of the guiding principle think and work holistically
- C. Services based on one or more products, designed to address needs of a target consumer group
- D. How all the components and activities of the organization work together as a system to enable value creation
正解: D
質問 82
Which of the following is NOT recommended by the guiding principle 'start where you are?
- A. Asking questions that appear to be stupid
- B. Identifying what is available to be leveraged
- C. Collecting data directly from the source
- D. Building something completely new
正解: D
質問 83
Which practice involves the management of vulnerabilities that were not identified before the service went live?
- A. Service request management
- B. Change control
- C. Problem management
- D. Service level management
正解: C
質問 84
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