[2025年03月]更新のITIL-4-Foundation試験問題と有効なITIL-4-Foundation問題集PDF
ITIL-4-Foundationブレーン問題集学習ガイドにはヒントとコツで試験合格を目指そう
ITIL 4 Foundation認定は、ITサービス管理の知識を向上させ、キャリアの見通しを向上させたいITプロフェッショナルに最適です。また、ITサービス管理のキャリアを追求したい個人にも適しています。この認定は、グローバルに認知され、ITサービス管理における優秀さへの候補者の取り組みを示すため、雇用主に高く評価されています。
質問 # 234
Which statement about the input and output of the value chain activities is CORRECT?
- A. Input and output are fixed for each value chain activity
- B. Each value chain activity receives inputs and provides outputs
- C. The organization's governance will determine the inputs and outputs of each value chain activity
- D. Some value chain activities only have input, whereas others only have outputs
正解：B
解説：
Each activity contributes to the value chain by transforming specific inputs into outputs. The inputs could be demand from outside the value chain, or outputs of other activities, while the transformation is facilitated by ITIL practices, undertaken using internal or third-party resources, processes, skills, and competencies.
https://www.bmc.com/blogs/itil-service-value-chain/
質問 # 235
For which purpose would the continual improvement practice use a SWOT analysis?
- A. Understanding the current state
- B. Tracking and managing ideas
- C. Ensuring everyone actively participates
- D. Defining the future desired state
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 # 236
Which of the four dimensions' focuses on roles responsibilities and systems of authority?
- A. Partners and suppliers
- B. Value streams and processes
- C. Information and technology
- D. Organizations and people
正解：D
解説：
Organizations and people is one of the four dimensions of service management that influence the effectiveness and efficiency of service delivery1. This dimension focuses on the roles, responsibilities, and systems of authority that are needed to deliver and support services2. This dimension also covers the culture, skills, competencies, and collaboration of the people involved in service management3. References: ITIL Foundation
- ITIL 4 Edition, page 8; ITIL 4 - A Pocket Guide, page 19; ITIL 4 Practice Guide: Organizational Change Management, page 7.
質問 # 237
Which practice requires that staff demonstrate excellent customer service skills, such as empathy and
emotional intelligence?
- A. Supplier management
- B. Problem management
- C. Release management
- D. Service desk
正解：D
質問 # 238
Which service catalogue view is considered beneficial when constructing the relationship between services,
SLAs, OLAs, and other underpinning agreements?
- A. Supporting services view
- B. Wholesale customer view
- C. Service-based SLA view
- D. Retail customer view
正解：A
質問 # 239
Which of the following is included in the purpose of the 'continual improvement' practice?
- A. The reduction of the likelihood and impact of incidents
- B. The establishment of links between the organization and its stakeholders at strategic and tactical levels
- C. The restoration of normal service operation as quickly as possible
- D. The alignment of the organization's practices and services with changing business needs
正解：D
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 # 240
Which guiding principle recommends assessing the current state and deciding what can be reused?
- A. Progress iteratively with feedback
- B. Start where you are
- C. Focus on value
- D. Collaborate and promote visibility
正解：B
質問 # 241
Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?
- A. Service desk
- B. Service level management
- C. Continual improvement
- D. Change enablement
正解：B
解説：
Explanation
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 # 242
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
- A. Feedback should be reduced for large improvements as it is unlikely that circumstances will change
- B. Each iteration should be continually re-evaluated based on feedback
- C. Each iteration should be designed before starting the initiative and implemented without feedback
- D. Feedback should only be taken into account when one iteration fails to meet its objective
正解：B
質問 # 243
Which practice's purpose includes creating closer more collaborative relationships?
- A. Service configuration management
- B. Release management
- C. Information security management
- D. Supplier management
正解：D
質問 # 244
Which is a financially valuable component that can contribute to the delivery of a service?
- A. Service offering
- B. Configuration item
- C. IT asset
- D. Sponsor
正解：C
解説：
IT asset is any financially valuable component that can contribute to the delivery of an IT product or service. The scope of IT asset management typically includes all software, hardware, networking, cloud services, and client devices
https://wiki.process-symphony.com.au/framework/lifecycle/process/it-asset-management-itil-4/#:~:text=IT%20asset%20is%20any%20financially,cloud%20services%2C%20and%20client%20devices.
質問 # 245
What role would be MOST suitable for someone with tots of experience working in IT and business roles?
They also have experience of managing relationships with various stakeholders, including suppliers and business managers.
- A. Problem analyst
- B. Service level manager
- C. Change authority
- D. Service desk agent
正解：B
質問 # 246
What three elements make up the Service Portfolio?
- A. Customer portfolio, configuration management system and service catalogue
- B. Service pipeline, configuration management system and service catalogue D18912E1457D5D1DDCBD40AB3BF70D5D
- C. Service pipeline, service catalogue and retired services
- D. Customer portfolio, service catalogue and retired services
正解：C
質問 # 247
What is the customer of a service responsible for?
- A. Provisioning the service
- B. Defining the requirements for the service
- C. Authorizing the budget for the service
- D. Using the service
正解：B
解説：
Explanation
Customer: A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption;
https://www.bmc.com/blogs/itil-key-concepts-service-management/
質問 # 248
What are the MOST important skills required by service desk staff?
- A. Problem resolution skills
- B. Technical skills
- C. Supplier management skills
- D. Incident analysis skills
正解：D
質問 # 249
Which practice conducts reviews to validate that services are covering the needs of the customer?
- A. Service desk
- B. Service level management
- C. Monitoring and event management
- D. Change enablement
正解：B
解説：
The purpose of the service level management practice is to set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored, and managed against these targets1. This practice conducts reviews to validate that services are covering the needs of the customer and to identify areas for improvement2. Reference: ITIL Foundation - ITIL 4 Edition, page 16; ITIL 4 - A Pocket Guide, page 37; ITIL 4 Practice Guide: Service Level Management, page 7.
質問 # 250
Which is a recommendation of the guiding principle 'think and work holistically'?
- A. Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative
- B. Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner
- C. Conduct a review of existing service management practices and decide what to keep and what to discard
- D. Review service management practices and remove any unnecessary complexity
正解：A
質問 # 251
Which practice is most likely to benefit from the use of chatbots?
- A. Service level management
- B. Continual improvement
- C. Service desk
- D. Change enablement
正解：C
質問 # 252
What term is used to describe the functionality of a service?
- A. Warranty
- B. Utility
- C. Output
- D. Outcome
正解：B
解説：
Explanation
Utility is defined as "the functionality offered by a product or service to meet a particular need"2. Utility can be summarized as "what the service does" and can be used to determine whether a service is able to meet its intended outcomes1.
質問 # 253
What are the three phases of 'problem management'?
- A. Problem analysis, error identification, incident resolution
- B. Problem logging, problem classification, problem resolution
- C. Incident management, problem management, change control
- D. Problem identification, problem control, error control
正解：D
質問 # 254
Which organization delivers output or outcomes of a service?
- A. A service provider delivers outcomes of the service
- B. A service provider delivers outputs of the service
- C. A service consumer delivers outcomes of the service
- D. A service consumer delivers outputs of the service
正解：B
解説：
Explanation
An output is a tangible or intangible deliverable of an activity, while an outcome is a result for a stakeholder enabled by one or more outputs1. A service provider produces outputs that allow customers to achieve outcomes2. A service consumer utilizes the outputs and benefits from the outcomes2.
質問 # 255
Which activity is part of the 'continual improvement' practice?
- A. Identifying the cause of unplanned interruptions to service
- B. Prioritizing and creating business cases for improvement initiatives
- C. Handling compliments and complaints from users to identify improvements
- D. Improving relationships with and between stakeholders
正解：B
質問 # 256
Which is NOT a key focus of the 'information and technology' dimension?
- A. Security and compliance
- B. Workflow management and inventory systems
- C. Roles and responsibilities
- D. Communication systems and knowledge bases
正解：C
質問 # 257
Which is the FIRST thing to consider when focusing on value?
- A. Ensuring value is co-created by improvement initiatives.
- B. Identifying the service customer who will receive value
- C. Defining customer experience and user experience
- D. Understanding what is valuable to the service consumer
正解：B
解説：
When focusing on value, the first step is to know who are the customers and key stakeholders being served. Next, it is important to have an understanding of what consitutes value from the consumer's perspective.
https://www.bmc.com/blogs/itil-guiding-principles/#:~:text=When%20focusing%20on%20value%2C%20the,value%20from%20the%20consumer's%20perspective.
質問 # 258
Which of the four dimensions focuses or managing data in compliance with industry regulations?
- A. Partners and suppliers
- B. Value streams and processes
- C. Information and technology
- D. Organizations and people
正解：D
解説：
ITILhas defined four dimensions that collectively are critical to the effective and efficient delivery of value to customers and other stakeholders in the form of products and services. These dimensions are:
* Organizations and People
* Information and Technology
* Partners and Suppliers
* Value Streams and Processes
https://www.bmc.com/blogs/itil-four-dimensions-service-management/
質問 # 259
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ITIL-4-Foundation（ITIL 4 Foundation）認定試験は、ITIL 4フレームワークに基づいてITサービス管理の原則と実践の知識と理解をテストするように設計されています。 ITIL 4は、世界中でITサービス管理のために最も広く採用されているフレームワークであるITインフラストラクチャライブラリ（ITIL）フレームワークの最新バージョンです。 ITIL 4 Foundation認定試験は、組織で4つのプラクティスを学び、実装したいITプロフェッショナルのエントリーレベルの認定です。
ITIL 4 Foundation試験は、ITILの最新バージョンのITIL 4. ITILまたは情報技術インフラストラクチャライブラリのITプロフェッショナルの知識と理解をテストするために設計された認定試験であり、ITサービス管理のベストプラクティスのセットです。 ITサービスをビジネスのニーズに合わせることに焦点を当てています。 ITIL 4 Foundation試験は、ITIL 4のエントリーレベルの認定であり、ITIL 4フレームワークの高レベルの認定の前提条件です。
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ITIL-4-Foundation認定試験問題集には544練習テスト問題：https://drive.google.com/open?id=1RioeD48BMCqRLwNKWsphL0oBpF6tkk-0