実践サンプルと問題集と指導には2024年最新のITIL-4-Foundation有効なテスト問題集 [Q98-Q117]

実践サンプルと問題集と指導には2024年最新のITIL-4-Foundation有効なテスト問題集

最新 [2024年01月18日] 100%合格率保証付きの素晴らしいITIL-4-Foundation試験問題PDF

質問 # 98
Which is provided by the 'engage' value chain activity?

A. Ensuring that stakeholder needs are understood by the organization
B. Ensuring that services are operated to meet agreed specifications
C. Ensuring that service components are available when needed
D. Ensuring that stakeholder expectations for quality are met

正解：A

質問 # 99
Which statement about service offerings is CORRECT?

A. Service offerings describe how providers and consumers cooperate to co-create value
B. The same product can be used as a basis for more than one service offering
C. Each service should be described to consumers as a single service offering
D. Service offerings include the transfer of goods from the consumer to the prowler

正解：B

質問 # 100
Which TWO are important aspects of the 'service request management' practice?
1.Standardization and automation
2.Providing a variety of channels for access
3.Establishing a shared view of targets
4.Policies for approvals

A. 3 and 4
B. 1 and 4
C. 1 and 2
D. 2 and 3

正解：B

解説：
Reference: https://www.bmc.com/blogs/itil-service-request-management/

質問 # 101
Which activity is part of the 'continual improvement' practice?

A. Providing a clear path for users to report issues, queries, and requests
B. Populating and maintaining the asset register
C. Identifying and logging opportunities
D. Delivering tactical and operational engagement with customers

正解：C

質問 # 102
Which is one of the MAIN concerns of the 'design and transition' value chain activity?

A. Understanding stakeholder needs
B. Understanding the organization's vision
C. Meeting stakeholder expectations
D. Ensuring service components are available

正解：D

解説：
The purpose of 'obtain/build' value chain activity is "to ensure that service components are available when and where they are needed, and meet agreed specifications." Service components for 'deliver and support' and service components for design and transition are key outputs of 'obtain/build' value chain activity.

質問 # 103
What is defined as "the role that uses services?

A. User
B. Customer
C. Service consumer
D. Sponsor

正解：A

解説：
Explanation
User: A person who uses services; e.g. the company employees.
https://www.bmc.com/blogs/itil-key-concepts-service-management/

質問 # 104
Which statement about the 'service desk1 practice is CORRECT?

A. It investigates the cause of incidents
B. It needs a practical understanding of the business processes
C. It provides a link with stakeholders at strategic and tactical levels
D. It carries out change assessment and authorization

正解：B

質問 # 105
Which processes are responsible for the regular review of underpinning contracts?

A. Availability management and service level management
B. Supplier management and availability management
C. Supplier management and service level management
D. Supplier management and change management

正解：C

質問 # 106
Which is included in the purpose of the 'improve' value chain activity?

A. Ensuring continual engagement and good relationships with all stakeholders
B. Ensuring a shared understanding of the improvement direction for services across the organization
C. Ensuring that services continually meet expectations for quality, costs, and lime to market
D. Ensuring the continual improvement of practices across all value chain activities

正解：D

解説：
Explanation
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://wiki.process-symphony.com.au/framework/lifecycle/service-value-systemitil-4/#:~:text=The%20purpose

質問 # 107
Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?

A. Change enablement
B. Release management
C. Relationship management
D. Monitoring and event management

正解：A

解説：
Explanation/Reference: https://www.symphonysummit.com/products/what-is-it-service-management-itsm/

質問 # 108
Which of the following can be used to access service desks?

A. Email
B. Phone calls
C. All of the above
D. Text and social media messaging

正解：C

質問 # 109
Which helps to streamline the fulfilment of service requests?

A. Separating requests relating to service failures from the degradation of services
B. Understanding which service requests can be accomplished with limited approvals
C. Eliminating service requests which have complex workflows
D. Creating new workflows for every service request

正解：B

質問 # 110
Which TWO BEST describe the guiding principles?
Short term
Standards
Recommendations
Long-term

A. 3 and 4
B. 1 and 4
C. 1 and 2
D. 2 and 3

正解：A

解説：
Explanation
A guiding principle is a recommendation that provides universal and enduring guidance to an organization, which applies in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure.
https://www.bmc.com/blogs/itil-guiding-principles/#:~:text=A%20guiding%20principle%20is%20a,of%20work

質問 # 111
Which two are considered part of the 'organizations and people' dimension of service management?
1.Systems of authority
2.Culture
3.Relationships between organizations
4.Workflows

A. 1 and 2
B. 3 and 4
C. 1 and 4
D. 2 and 3

正解：A

質問 # 112
Which is included in the purpose of the 'service level management' practice?

A. To ensure accurate information about the configuration of services is available
B. To maximize the number of successful service and product changes
C. To set clear business-based targets for service levels
D. To ensure that suppliers and their performance are managed appropriately

正解：C

質問 # 113
A service offering may include, access to resources, and service actions, which is an example of a service action?

A. A service desk agent provides support to user.
B. A license allows a user to install a software product
C. A mobile phone enables a user to work remotely
D. A password allows a user connect to a Wifi network

正解：A

質問 # 114
Which is described by the 'organizations and people' dimension of service management?

A. Inputs and outputs
B. Communication and collaboration
C. Workflows and controls
D. Contracts and agreements

正解：B

質問 # 115
Which is NOT a key focus of the 'information and technology' dimension?

A. Workflow management and inventory systems
B. Roles and responsibilities
C. Security and compliance
D. Communication systems and knowledge bases

正解：B

質問 # 116
Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?