[2025年07月30日] ITIL-DSV PDF問題とテストエンジンには82問があります
更新された試験エンジンはITIL-DSV試験無料お試しサンプル365日更新されます
質問 # 31
Which activity, carried out by both the service provider and the service consumer, enables service provision and consumption to start?
- A. Designing the customer journey
- B. Onboarding
- C. Assessing mutual readiness
- D. Building trust
正解：B
解説：
The activity that enables service provision and consumption to start, carried out by both the service provider and the service consumer, is "Onboarding." ITIL 4 describes onboarding as the process ofintegrating the service consumer into the service environment, ensuring that they have the necessary knowledge, tools, and access to begin using the service effectively. Onboarding is crucial for establishing a strong foundation for the service relationship.
質問 # 32
An organization has a culture that encourages people to hide their mistakes. This reduces opportunities to improve in many different areas.
Which practice would MOST help to improve this situation and how?
- A. Supplier management, by encouraging more open communication with suppliers
- B. Relationship management, by developing and communicating values and principles
- C. Service level management, by including discussions of transparency in customer meetings
- D. Service desk, by sharing more internal IT information with users
正解：B
解説：
The practice that would most help improve a situation where an organization's culture encourages hiding mistakes is "Relationship management, by developing and communicating values and principles." ITIL 4 highlights the role of relationship management in fostering a culture of transparency and trust. By promoting open communication and ethical behavior, relationship management can address cultural issues that hinder improvement and innovation.
質問 # 33
A user has logged an incident because their laptop is performing badly. This is potentially going to impact a big sale. The service level agreement says that the response should be within 8 hours, but the service desk agent recognizes that this is an exceptional situation and escalates the situationimmediately. The issue is resolved quickly and the user is delighted with the service. What is this an example of?
- A. Smoothing demand
- B. Elevating capabilities
- C. Design thinking
- D. Moment of truth
正解：D
解説：
The situation described is an example of a "Moment of truth." In ITIL 4, a moment of truth occurs when a customer has a critical experience with the service provider, which can significantly influence their perception of the service. The prompt escalation and resolution of the incident beyond standard SLA requirements is a perfect example of exceeding customer expectations during such a critical moment.
質問 # 34
A service provider is onboarding a large customer with a complex user base. It is advised that the service provider manages this as a:
- A. Project
- B. Programme
- C. Emergency Change
- D. Normal Change
正解：B
解説：
When onboarding a large customer with a complex user base, the service provider needs to manage various interrelated projects and activities that contribute to the overall outcome. This scenario requires a coordinated approach that can handle complexity, scale, and the need for multiple outcomes.
* Programme:
* A programme is a group of related projects managed in a coordinated way to obtain benefits and control not available from managing them individually. In the context of onboarding a large and complex customer, a programme ensures that all projects and activities are aligned with the overall objectives, facilitating effective management of dependencies, risks, and resources.
質問 # 35
An organization provides an online portal that its employees can use to learn about and request standard services. Which practice would ensure that users can easily find information on the portal and that the information is kept up-to-date?
- A. Service request management
- B. Service level management
- C. Service desk
- D. Service catalogue management
正解：D
解説：
The practice that ensures users can easily find information on the portal and that the information is kept up-to- date is "Service catalogue management." ITIL 4 highlights that service catalogue management is responsible for ensuring that accurate and up-to-date information about services is available to users, making it easier for them to find and request services through an online portal.
質問 # 36
Which is an example of planning for value co-creation?
- A. Supporting naturally formed online user communities and groups
- B. Delivering training sessions to internal staff to make them aware of future product changes
- C. Conducting an assessment of the service provider's 'change enablement' practice
- D. Agreeing with a customer the service desk team's response times for each method of user contact
正解：D
解説：
An example of planning for value co-creation is "Agreeing with a customer the service desk team's response times for each method of user contact." ITIL 4 emphasizes the importance of co-creating value through collaboration and agreement on service expectations. By agreeing on specific response times, both the service provider and the customer are aligned on expectations, which is crucial for effective service delivery and value creation.
質問 # 37
An organization is looking for a service provider to support the less critical services. How would you describe the needs of the organization?
- A. Value-based value streams to be followed by the service provider with clear and measurable targets.
- B. Utility based requirements linked to the current service solution to reduce the impact during the digital transformation.
- C. Measurable financial targets to optimize the value of the service and total cost of ownership.
- D. Measurable outcomes and goals giving the service provider the opportunity to take ownership of the service it is providing.
正解：D
解説：
When an organization seeks a service provider for less critical services, it is essential to define clear, measurable outcomes and goals. This approach allows the service provider to take ownership of the service delivery, ensuring accountability and alignment with the organization's objectives.
* Option A (Incorrect):While financial targets are important, they are not the primary focus when dealing with less critical services where outcomes and ownership are more significant.
* Option B (Incorrect):Utility-based requirements focus more on the functionality of the service, which is less relevant for less critical services where outcomes are key.
* Option C (Correct):This is the correct answer. Defining measurable outcomes and goals allows the service provider to take ownership, which is crucial for maintaining service quality and ensuring that the service meets the organization's needs, especially for less critical services.
* Option D (Incorrect):Value-based value streams are important, but the key here is the ownership and measurable outcomes, which directly tie into the service provider's ability to manage the service effectively.
質問 # 38
An organization has signed a contract to outsource its service desk function to a supplier. Theorganization wants to ensure that its customers and users will receive a seamless support service. Which activity would MOST help the organization at this stage?
- A. Creating criteria to use when shortlisting suppliers
- B. Improving the effectiveness of contract renewal
- C. Integrating supplier activities into organization's value streams
- D. Defining strategy and principles for sourcing of resources
正解：C
解説：
The activity that would most help the organization at this stage is "Integrating supplier activities into the organization's value streams." ITIL 4 emphasizes the importance of ensuring that outsourced services are seamlessly integrated into the organization's overall service delivery model. By aligning supplier activities with the organization's value streams, the organization can ensure that its customers and users receive consistent and seamless support services.
質問 # 39
An organization's business-critical service is experiencing frequent downtimes and slow performances. What do you suggest to improve the situation?
- A. Match the usage of the services to the downtimes and propose actions to spread the demand.
- B. Scale up the underlying infrastructure to increase the resilience of the service.
- C. Coordinate with the business to understand how the services are aligned to the business goals.
- D. Improve the recovery time object of the critical services to minimize the impact on the service value.
正解：C
解説：
When an organization's business-critical service is experiencing frequent downtimes and slow performances, the best approach according to ITIL 4's "Drive Stakeholder Value" is to coordinate with the business to ensure that the services are properly aligned with business goals. This ensures that any technical improvements or strategic adjustments directly support the business's objectives.
* Option A (Incorrect):Improving the recovery time objective (RTO) is important but may not address the root cause of the frequent downtimes and slow performance.
* Option B (Correct):Coordinating with the business to understand alignment is crucial. By ensuring that the services align with business goals, you can prioritize the most impactful improvements and ensure that technical adjustments meet strategic needs.
* Option C (Incorrect):Scaling up infrastructure may help with resilience, but without understanding the business alignment, this might not be the most efficient or necessary solution.
* Option D (Incorrect):Matching usage to downtimes might mitigate some issues but does not address the underlying causes of the performance problems.
質問 # 40
In consideration to the complaints of long waiting times, an organization wants to improve its service desk.
Which is the most appropriate action that the Service Desk Manager should consider?
- A. Merge the service desk and the engineering team to handle calls faster.
- B. Investigate when the users are calling the service desk.
- C. Modify the Service Level Agreement to allow longer waiting times.
- D. Increase the number of service desk employees.
正解：B
解説：
When faced with complaints about long waiting times at the service desk, the most appropriate action according to ITIL 4's "Drive Stakeholder Value" practices would be to investigate the patterns of when users are contacting the service desk. This approach aligns with the ITIL 4 guiding principle of "Start Where You Are," which emphasizes the importance of understanding the current situation before making changes.
* Option A (Correct):By investigating when users are calling, the Service Desk Manager can identify peak times, understand user behavior, and better allocate resources to meet demand. This approach ensures that any adjustments are data-driven and targeted, leading to more effective and efficient service improvements.
* Option B (Incorrect):Merging the service desk with the engineering team may not necessarily result in faster call handling. It could create confusion and inefficiencies, as the roles and responsibilities of the service desk and engineering teams are typically distinct.
* Option C (Incorrect):Modifying the Service Level Agreement (SLA) to allow longer waiting times is counterproductive. It would likely lead to decreased user satisfaction and does not address the root cause of the issue.
* Option D (Incorrect):Increasing the number of service desk employees might help reduce waiting times, but it should only be considered after understanding the specific causes of the delays. Without proper analysis, this could lead to unnecessary costs and may not be the most efficient solution.
質問 # 41
A service provider has recently released an upgrade to its payroll service. The service provider had told the customer that the upgrade would include functionality to copy information from various other HR systems, to reduce the amount of manual data entry. However, this statement was not documented at the time and the proposed functionality was not included in design then.
Which practice includes activities which could have helped to avoid this situation?
- A. Service catalogue management
- B. Business analysis
- C. Portfolio management
- D. Service desk
正解：B
解説：
The practice that includes activities which could have helped to avoid the situation where promised functionality was not delivered is "Business analysis." ITIL 4 highlights that business analysis is critical in ensuring that all requirements are accurately captured, documented, and communicated during the design and development phases. Proper business analysis would have identified the need to include the functionality in the design and ensured it was delivered.
質問 # 42
A moment of truth is best described as:
- A. The moment when mutual readiness is assessed.
- B. A key touchpoint in which the user changes its impression of the service.
- C. The renewal of the contract when a deadline has been set.
- D. The moment the agreement is signed as part of the offer phase.
正解：B
解説：
In ITIL 4, a "moment of truth" is understood as a significant interaction or touchpoint where a user's perception of a service can be positively or negatively influenced. These are critical moments in the user journey where the service provider has the opportunity to reinforce or alter the user's impression of the service.
* Moment of Truth:
* This concept refers to any interaction or touchpoint where the customer's perception of the service can change. These moments are critical because they can determine whether the customer' s experience is positive or negative, ultimately affecting customer satisfaction and loyalty.
質問 # 43
In the context of the 'five principles of service design thinking', which principle includes combining touchpoints and interactions into service moments?
- A. User-centered
- B. Co-creative
- C. Evidencing
- D. Sequencing
正解：D
解説：
In the context of the 'five principles of service design thinking,' the principle that includes combining touchpoints and interactions into service moments is "Sequencing." ITIL 4 explains that sequencing involves arranging service interactions in a logical order to create meaningful and effective service moments, ensuring a cohesive and satisfying user experience.
質問 # 44
Which TWO are examples that can be handled as service requests?
1. A customer asks a service provider to design an app for staff to submit vacation requests
2. A staff member asks for a new barcode scanner from an internal IT department
3. A manager requires swift changes to user access rights for an employee
4. A service provider establishes a channel for users to submit emergency changes
- A. 2 and 3
- B. 3 and 4
- C. 1 and 4
- D. 1 and 2
正解：A
解説：
The examples that can be handled as service requests are "A staff member asks for a new barcode scanner from an internal IT department" (2) and "A manager requires swift changes to user access rights for an employee" (3). According to ITIL 4, service requests are predefined and standard requests for services, which often include requests for hardware or changes in access rights. Both examples fit within the typical scope of service requests.
質問 # 45
A service provider is selecting a supplier to support the service provider's activities in a niche segment of the services its delivering.
What will be important to start a successful cooperation?
- A. Warranty-based service level agreements are respected by all parties.
- B. Organize open communication with all stakeholders on the aligned goals to achieve.
- C. Organize daily stand-ups and demos to bring together the supplier and customer.
- D. Establish trust-based service level agreements to improve the speed of delivery.
正解：B
解説：
In selecting a supplier to support a niche segment of services, establishing open communication with all stakeholders is critical for successful cooperation. This ensures that all parties are aligned on the goals and objectives, fostering a collaborative environment that is essential for the success of specialized services.
The ITIL 4Supplier Managementpractice emphasizes the importance of"Engage"and"Collaborate and Promote Visibility"principles, where clear and open communication is vital to building and maintaining strong relationships with suppliers. By aligning on goals, both the service provider and the supplier can ensure that their efforts are coordinated, leading to improved service delivery and mutual success.
Trust-based service level agreements (A) and warranty-based SLAs (C) are important, but they need to be built on a foundation of clear and open communication. Daily stand-ups and demos (B) are good practices for ongoing projects but may not address the broader need for alignment and open dialogue among all stakeholders.
質問 # 46
......
ITIL ITIL-DSV 認定試験の出題範囲：
| トピック | 出題範囲 |
|---|---|
| トピック 1 |
|
| トピック 2 |
|
| トピック 3 |
|
| トピック 4 |
|
試験合格保証ITIL-DSV試験には正確な問題解答付き：https://jp.fast2test.com/ITIL-DSV-premium-file.html