[2023年11月08日] 心強いITIL-4-FoundationのPDF問題集はITIL-4-Foundation問題 [Q267-Q290]

[2023年11月08日] 心強いITIL-4-FoundationのPDF問題集はITIL-4-Foundation問題

正真正銘のITIL-4-Foundation問題集で無料PDF問題で合格させる

ITIL 4 Foundation認定試験は、ITIL 4フレームワークに基づいてITサービスを管理する際の知識とスキルを実証したいITプロフェッショナルにとって不可欠な認定です。この認定は、専門家が組織内のITサービスの効果的な管理に貢献する能力を検証します。さらに、ITIL 4 Foundation認定は、専門家に新しいキャリアの機会を開き、組織がITサービス提供を改善するのに役立ちます。

ITIL 4 Foundationの認定試験は、ITサービスの提供に関与するIT専門家やITサービス管理の知識を拡大したい人々に理想的です。また、IT基盤、運用、またはサービス管理を担当する個人にも適しています。この認定は、ITIL 4認定パスでさらに認定を追求したい個人に堅固な基盤を提供します。

ITIL 4 Foundation Examは、ITILフレームワークに関する重要な概念、原則、およびプラクティスを含めた候補者の理解力を評価するために設計されています。この試験では、サービスマネジメント、サービス価値システム、サービス価値チェーン、ITILプラクティスなどのトピックがカバーされます。この試験は、40問の多肢選択問題から構成され、60分で受験することができます。試験に合格した候補者は、ITIL 4 Foundation認定を受け、ITILフレームワークの知識と理解を証明します。この認定は、雇用主に高く評価され、ITサービスマネジメントのキャリアアップに役立ちます。

質問 # 267
Which is a purpose of the 'relationship management' practice?

A. To be the entry point and single point of contact for the service provider with all of its users
B. To identify, analyze, monitor, and continually improve links with stakeholders
C. To protect the information needed by the organization to conduct its business
D. To systematically observe services and service components

正解：B

質問 # 268
Which activity is NOT recommended by the start where you are' guiding principle?

A. Discarding existing processes before assessing their usefulness
B. Involving people who are not familiar with a service when observing and assessing its activities
C. Applying risk management when considering to introduce new processes
D. Using source data to avoid any unintentional data distortion found in reports

正解：A

質問 # 269
What takes place in the "Did we get there?" step of the continual service improvement (CSI) approach?

A. The production of a detailed CSI plan
B. Understanding priorities for improvement
C. An initial baseline assessment
D. Verifying that improvement targets have been achieved

正解：D

質問 # 270
How does information about problems and known errors contribute to 'incident management'?

A. It removes the need for regular customer updates
B. It enables the reassessment of known errors
C. It enables quick and efficient diagnosis of incidents
D. It removes the need for collaboration during incident resolution

正解：C

質問 # 271
Which can act as an operating model for an organization?

A. The service value chain
B. Continual improvement
C. The four dimensions of service management
D. The ITIL guiding principles

正解：A

質問 # 272
Which value chain activity is concerned with the availability of service components?

A. Design and transition
B. Obtain/build
C. Deliver and support
D. Plan

正解：B

解説：
The Obtain/Build activity is responsible for ensuring that all service components are available when and where needed, and that they meet the agreed specifications.
https://www.beyond20.com/blog/what-is-the-itil-4-service-value-chain/#:~:text=The%20Obtain%2FBuild%20activity%20is,they%20meet%20the%20agreed%20specifications.

質問 # 273
Which is the purpose of the 'monitoring and event management' practice?

A. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
B. To systematically observe services and service components, and record and report selected changes of state
C. To protect the information needed by the organization to conduct its business
D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

正解：B

質問 # 274
Which statement about managing incidents is CORRECT?

A. Low impact incidents should be resolved efficiently so the resource required is reduced
B. Incidents with the lowest impact should be resolved first
C. Low impact incidents should be resolved efficiently, making logging unnecessary
D. The 'incident management' practice should use a single process regardless of the impact of the incident

正解：A

質問 # 275
Which of the following is included in the purpose of the 'continual improvement' practice?

A. The alignment of the organization's practices and services with changing business needs
B. The reduction of the likelihood and impact of incidents
C. The establishment of links between the organization and its stakeholders at strategic and tactical levels
D. The restoration of normal service operation as quickly as possible

正解：A

解説：
Explanation
Continual improvement encompasses all elements of the ITIL SVS. It involves aligning an organization's practices and services with changing business needs, through the ongoing assessment and improvement of each element involved in the management of products and services. Continual improvement applies to the SVS in its entirety, as well as to all of the organization's products, services, service components, and relationships, and is the responsibility of every individual involved in service management.
https://www.bmc.com/blogs/itil-continual-improvement/

質問 # 276
Which of these activities is carried out as part of 'problem management'?

A. Diagnosing and resolving incidents
B. Creating incident records
C. Trend analysis of incident records
D. Escalating incidents to a support team for resolution

正解：C

質問 # 277
What is a change schedule used for?

A. To help plan emergency changes
B. To help assign a change authority
C. To help manage normal changes
D. To help authorize standard changes

正解：C

質問 # 278
Which practice requires focus and effort to engage and listen to the requirements, issues, concerns and daily needs of customers?

A. Service request management
B. Service level management
C. Service desk
D. Supplier Management

正解：A

解説：
In order to be aligned to customer outcomes and expectations, SLM requires focus and effort to engage and listen to the requirements, issues, concerns, and daily needs of customers:
Engagement is needed to understand and confirm the actual ongoing needs and requirements of customers, not simply what is interpreted by the service provider or has been agreed several years before. ITIL4 refers to value as being co-created, since it needs the input and validation of customers.
Listening is important as a relationship-building and trust-building activity, to show customers that they are valued and understood. This helps to move the provider away from always being in 'solution mode' and to build new, more constructive partnerships. Each customer is unique, and the service provider must not have a one-size-fits-all approach.
The activities of engaging and listening provide a great opportunity to build improved relationships and to focus on what really needs to be delivered. They also give service delivery staff an experience-based understanding of the day-to-day work that is done with their technology, enabling them to deliver a more business-focused service. When the customer is engaged and listened to, they feel valued and their perception of the service and service management activities improves.
https://www.bmc.com/blogs/itil-service-level-management/

質問 # 279
Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?

A. Detection
B. Escalation
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C. Prioritization
D. Categorization

正解：D

質問 # 280
What actions does a service desk take for all issues, queries and requests that are reported to them?

A. Schedule, assess, authorize
B. Acknowledge, classify, own
C. Initiate, approve, fulfill
D. Diagnose, investigate, resolve

正解：C

質問 # 281
Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?

A. Service request management
B. Service configuration management
C. Change enablement
D. Deployment management

正解：A

質問 # 282
Which statement about value streams is CORRECT?

A. Each value stream must include suppliers or partners
B. Each value stream must be designed for a specific scenario
C. Each value stream must include all 34 ITIL practices
D. Each value stream must include all six value chain activities

正解：B

質問 # 283
Which of the four dimensions include, the knowledge bases needed to deliver and manage services?

A. Value streams and processes
B. Organizations and people
C. Information and technology
D. Partners and suppliers

正解：C

解説：
Explanation
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 # 284
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. 1 and 2
B. 1 and 4
C. 2 and 3
D. 3 and 4

正解：B

質問 # 285
Which is NOT a structure of service desk that is described in the ITIL service operation guidance?

A. Local
B. Outsourced
C. Virtual
D. Centralized

正解：B

質問 # 286
Which describes a standard change?

A. A change that needs to be scheduled, assessed and authorized following a defined process
B. A change that is typically implemented as a service request
C. A high-risk change that needs very thorough assessment
D. A change that must be implemented as soon as possible

正解：B

質問 # 287
Identify the missing word in the following sentence.
A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific [?] and risks.

A. information
B. costs
C. utility
D. warranty

正解：B

質問 # 288
Which statement about service relationship management is CORRECT?

A. It requires the service consumer to create resources for the service provider
B. It requires co-operation of both the service provider and service consumer
C. It focuses on the service actions performed by users
D. It focuses on the fulfilment of the agreed service actions

正解：B

質問 # 289
Which function is responsible for the management of a data centre?