[2023年04月04日]Fast2test ITIL-4-Foundation問題集でITIL 4合格確定させる練習問題集
ITIL ITIL-4-Foundation実際にある問題とブレーン問題集
ITIL 4 Foundation Examは、ITILフレームワークの基本的な理解と、ITサービス管理の改善にどのように使用できるかについて知識を必要とする個人に適しています。これには、ITプロフェッショナル、ビジネスマネージャー、およびITサービスの提供または管理に関与するすべての人が含まれます。
ITIL ITIL-4-Foundation 認定試験の出題範囲：
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ITIL 4 Foundation試験は、ITILの公式認定機関であるAxelosによって提供されています。この試験はオンラインまたは認定されたテストセンターで受験することができます。試験に合格すると、生涯有効のITIL 4 Foundation認定証を取得することができます。また、この認定は、さらなるITIL 4認定のためのパスウェイを提供します。
質問 # 244
What is the effect of increased automation on the 'service desk1 practice?
- A. Elimination of the need to escalate incidents to support teams
- B. Greater ability to focus on customer experience when personal contact is needed
- C. Decrease in self-service incident logging and resolution
- D. Increased ability to focus on fixing technology instead of supporting people
正解：B
質問 # 245
Which statement about emergency changes is CORRECT?
- A. Emergency changes must be fully documented before authorization and implementation
- B. The assessment and authorization of emergency changes is expedited to ensure they can be implemented
quickly - C. The testing of emergency can be eliminated in order to implement the change quickly
- D. Emergency changes should be authorized and implemented as service requests
正解：B
質問 # 246
Which includes governance, management practices, and continual improvement?
- A. The service value system
- B. The 'deliver and support' value chain activity
- C. The 'value stream and processes' dimension
- D. The 'focus on value' guiding principle
正解：A
質問 # 247
Which statement about the 'four Ps' of service design is CORRECT?
- A. People refers to technology and tools
- B. Processes refers to skill and training
- C. Partners refers to suppliers and vendors
- D. Products refers to producers and metrics
正解：C
質問 # 248
Which of the four dimensions include, the knowledge bases needed to deliver and manage services?
- A. Organizations and people
- B. Partners and suppliers
- C. Value streams and processes
- D. Information and technology
正解：D
解説：
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
質問 # 249
Identify the missing words in the following sentence.
The 'incident management' practice should maintain [?] for logging and managing incidents.
- A. a dedicated team
- B. a formal process
- C. detailed procedures
- D. a value chain activity
正解：B
質問 # 250
When using the 'continual improvement model, which information should be produced by an organization to understand where the organization is now?
- A. Assessment results
- B. Improvement plans
- C. Measureable Targets
- D. Business objectives
正解：A
解説：
The second step is to conduct an objective current-state assessment of existing services and service management practices. This should include consideration of the users' perception of the value being received, along with a review of people's competencies and skills, the processes and procedures involved, the capabilities of the available technological solutions and the prevailing organizational culture. The success of an improvement initiative depends on a clear and accurate understanding of the starting point and the required impact of the initiative.
For example, an organization can measure the current net promoter score (NPS) from a customer satisfaction survey, conduct a benchmark survey against its competitors or review findings of operational statistics or audit reports to understand its current state. If this step is skipped, the current state will not be understood and there will not be an objective baseline measurement against which improvement can be measured.
https://www.bmc.com/blogs/itil-continual-improvement/
質問 # 251
Which statement about 'continual improvement' is CORRECT?
- A. Everyone in the organization is responsible for some aspects of 'continual improvement'
- B. A single team should carry out 'continual improvement' across the organization
- C. All improvement ideas should be logged in a single 'continual improvement register'
- D. 'Continual improvement' should have minimal interaction with other practices
正解：A
質問 # 252
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
- A. Incident management
- B. Monitoring and event management
- C. Information security management
- D. Change control
正解：B
質問 # 253
Identify the missing word in the following sentence.
A user is [?] that uses services.
- A. a supplier
- B. a team
- C. a role
- D. an organization
正解：C
質問 # 254
Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?
- A. Continual improvement
- B. Service level management
- C. Service desk
- D. Change enablement
正解：B
解説：
The service level management practice defines, documents and manages the service levels of all the services and products. Service level management should provide the end to end visibility of all the organizational services. Service level management has to establish and provide the service views with service level target ensure meeting defined service levels by collecting, analyzing, storing and reporting all the defined target metrics of the services regularly (periodically) perform the service reviews and ensure the services meet the organization's needs continuously identify, capture, review & report the issues related to services, its performance against the defined service targets.
Reference: https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-management-practices-processes
質問 # 255
Which is an activity of the 'problem management' practice?
- A. Resolution of incidents in a time that meet customer expectations
- B. Authorization of changes to resolve the cause of problems.
- C. Restoration of normal service operation as quickly as possible
- D. Prioritization of problems based on the risk that they pose
正解：D
質問 # 256
Which Practice includes management of workarounds and known errors?
- A. Service configuration management
- B. Problem management
- C. Monitoring and event management
- D. Incident management
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.
正解：B
質問 # 257
What is defined as a change of state that has significance for the management of an IT service?
- A. Event
- B. Problem
- C. Incident
- D. Known error
正解：A
質問 # 258
Which is CORRECT about change authorization?
- A. A change authority is assigned each time a standard change is requested
- B. Emergency changes are authorized by the technician making the change
- C. The chance authority will ensure changes are authorized after they are deployed
- D. Assignment of the change authority is based on the charge type and model
正解：D
質問 # 259
Which Practice includes management of workarounds and known errors?
- A. Service configuration management
- B. Incident management
- C. Problem management
- D. Monitoring and event management
正解：C
解説：
Explanation
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 # 260
Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?
- A. Categorization
- B. Escalation
- C. Detection
- D. Prioritization
正解：A
解説：
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質問 # 261
Which is a use of the change schedule?
- A. Creating change models
- B. Assigning resources to changes
- C. Automating the change process
- D. Deciding the approval authority for changes
正解：B
解説：
Explanation/Reference: https://www.bmc.com/blogs/itil-change-enablement/
質問 # 262
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. The ability to discover and respond to failure earlier
- C. Standardization of practices and services
- D. Understanding the customer's perception of value
正解：B
質問 # 263
Which two statements about the guiding principles are CORRECT?
1.The guiding principles support continual improvement
2.Each guiding principle applies to a selection of the available stakeholder groups
3.Organizations should decide which one of the guiding principles is relevant to them
4.Organizations should consider how the guiding principles interact with each other
- A. 1 and 4
- B. 3 and 4
- C. 1 and 2
- D. 2 and 3
正解：A
質問 # 264
Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?
- A. Service level management
- B. Incident management
- C. Change management
- D. Service request management
正解：B
解説：
The purpose of incident management is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible. Incident management can have an enormous impact on customer and user satisfaction, and the perception of those stakeholders of the service provider.
https://www.bmc.com/blogs/itil-incident-management/
質問 # 265
Which practice handles all pre-defined user-initiated service actions?
- A. Service level management
- B. Incident management
- C. Deployment management
- D. Service request management
正解：D
解説：
The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner. Service request management is dependent upon well-designed processes and procedures, which are operationalized through tracking and automation tools to maximize the efficiency of the practice. To be handled optimally, service request management should follow these guidelines:
Service requests and their fulfilment should be standardized and automated to the greatest degree possible.
Policies should define which service requests will be fulfilled with limited or even no additional approvals so that fulfilment can be streamlined.
The expectations of users regarding fulfilment times and costs should be clearly set, based on what the organization can realistically deliver.
Opportunities for improvement should be identified and implemented to produce faster fulfilment times and take advantage of automation.
https://www.bmc.com/blogs/itil-service-request-management/
質問 # 266
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 # 267
What is the purpose of the 'information security management' practice?
- A. To observe services and service components
- B. To protect the information needed by the organization to conduct its business
- C. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
- D. To plan and manage the full lifecycle of all IT assets
正解：B
質問 # 268
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