[2025年10月06日]ITIL-4-Specialist-Create-Deliver-and-Support認定ガイド問題と解答トレーニング
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質問 # 40
A service provider involves suppliers to resolve incidents related to third-party software. Resolution of such incidents typically takes longer because of the time required to contact a supplier and other delays. The service provider needs to involve the supplier every time a similar incident occurs again. The incident manager wants to reduce the costs and improve the timeliness of incident resolution. What is the BEST way for the incident manager to achieve this?
- A. Ensure that errors in the software that caused incidents are fixed
- B. Ensure that solutions provided by suppliers are captured and shared in the support team
- C. Avoid transferring incidents to an external supplier as long as possible
- D. Ensure that solutions provided by the supplier are tested
正解：B
解説：
The best way is to ensure that solutions provided by suppliers are captured and shared within the support team (B). The ITIL 4 Specialist: Create, Deliver and Support guide (Section 4.3.4) recommends knowledge management as a key practice to reduce reliance on external suppliers by documenting and disseminating resolutions, thereby decreasing response times and costs for recurring incidents. This approach builds internal capability, minimizing delays from supplier coordination. Option A delays resolution; option C depends on supplier action beyond the manager's control; and option D, while beneficial, is a validation step that doesn't address knowledge retention. The guide underscores the importance of a knowledge base in incident management.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 4.3.4 - Knowledge Management in Incident Resolution.
質問 # 41
What is the goal of the 'shift-left' approach?
- A. Integrating multiple suppliers in a value stream for effective service management
- B. Repositioning tasks to earlier stages in the process to boost workflow efficiency
- C. Implementing Agile practices for continuous software development
- D. Automating repetitive processes using robots and AI
正解：B
解説：
The goal of the 'shift-left' approach is repositioning tasks to earlier stages in the process to boost workflow efficiency (A). The ITIL 4 Specialist: Create, Deliver and Support guide (Section 3.3.1) explicitly defines shift-left as a strategy to move activities, such as support or testing, closer to the point of origin-often to users or frontline teams-to reduce delays, improve response times, and enhance overall service delivery.
This approach leverages automation and self-service tools to empower users, thereby streamlining workflows and reducing the burden on higher-tier support teams. Option B focuses on automation alone, which is a supporting mechanism but not the core goal; option C relates to Agile methodologies, which are distinct from shift-left; and option D pertains to supplier integration, which is unrelated to this concept. The emphasis on efficiency is further supported by examples like self-service password resets, where tasks are shifted to users, aligning with ITIL's focus on value co-creation.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.3.1 - Shift-Left Approach and Workflow Optimization.
質問 # 42
A software development company wants to transition from a traditional working model to one focused on innovation and adaptability. The management has recognized a need to support changes in the mindset among employees, particularly those accustomed to the traditional approach. However, the management has encountered resistance from long-standing employees who are accustomed to traditional methods. What strategy should the company adopt to effectively facilitate this cultural shift?
- A. Base performance evaluations solely on the number of innovative ideas generated
- B. Have leaders actively demonstrate and promote innovative practices
- C. Limit the cultural shift initiatives to only the newer employees
- D. Introduce rules for innovation and adaptability across all teams
正解：B
解説：
The company should have leaders actively demonstrate and promote innovative practices (B). The ITIL 4 Specialist: Create, Deliver and Support guide (Section 3.4.2) highlights that leadership behavior is pivotal in driving cultural change, especially in overcoming resistance by modeling adaptability and engaging employees through visible commitment. This builds trust and encourages long-standing staff to embrace new methods. Option A imposes rules without engagement; option C excludes key staff; and option D overemphasizes metrics, risking disengagement. The guide stresses leadership's role in cultural transformation.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.4.2 - Leadership in Cultural Change.
質問 # 43
In which circumstances should an organization buy, rather than build, software?
- A. The consumers of the software have many and varied customization requirements
- B. The requirements of the organization are frequently changing because of rapid expansion
- C. The organization is part of a regulated industry and has a strong focus on internal policies
- D. The software is widely available and its features are standardized across most organizations
正解：D
解説：
An organization should buy software when it is widely available and its features are standardized across most organizations (A). The ITIL 4 Specialist: Create, Deliver and Support documentation (Section 3.2.1) states:
"Buying is preferable when software components are commoditized and meet common needs, offering cost efficiency and reduced development time compared to building custom solutions." This aligns with value stream optimization by leveraging market solutions. Option B suggests regulatory constraints favoring internal control; option C indicates a need for flexibility, better suited to building; and option D requires customization, favoring development. The guide adds: "Standardized software supports scalability and reduces maintenance overhead." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.2.1 - Buy vs. Build Decisions.
質問 # 44
A popular social media app is part of a complex network of systems. Most changes to the service are successful, except for those made by a development team that has many failed changes.
Which is the BEST approach to reduce the number of failures?
- A. Increase the size of development changes to make them easier to handle and increase success
- B. Create a change model for development changes that includes the use of safe-to-fail testing
- C. Create a standard change model for development changes and initiate as a service request
- D. Initiate development changes as emergency changes so that errors can be identified quickly
正解：B
解説：
Creating a change modelthat includessafe-to-fail testingallows development changes to be tested in controlled conditions, reducing the risk of failure and improving change success rates.
質問 # 45
An organization has many team members who work independently and spend time on the work which interests them the most.
Which recommendation is MOST applicable to this situation?
- A. Encourage informal teams across the organization
- B. Promote a culture of learning and development
- C. Hold regular meetings focusing on problem solutions
- D. Incorporate the organization's vision into the team culture
正解：D
解説：
Incorporating the organization's vision into the team culturealigns individual efforts with organizational goals, ensuring that team members focus on work that contributes to overall success rather than personal interests.
質問 # 46
An organization experiences a high level of variation in the demand for its development services. The organization has the capacity to fulfil the overall level of demand but wants to reduce the variation so that it does not have to prioritize work at peak times.
Which action would BEST help the organization influence the demand for its services?
- A. Increasing the number of test specialists
- B. Engaging with a supplier to outsource tasks
- C. Introducing continuous integration and deployment
- D. Reducing the charges for less busy periods
正解：D
解説：
Reducing the charges for less busy periodshelpsinfluence and smooth out demand, encouraging customers to request services during lower-demand times and reducing peaks.
質問 # 47
An organization is moving from a process-based approach to a value-stream based approach for managing user issues.
Which of these activities should the organization do FIRST?
- A. Identify the activities which could be improved by the use of automation
- B. Understand the situations in which incidents and service requests will be initiated
- C. Consider how the service desk teams can be involved at an earlier stage in the creation of a service.
- D. Understand which steps contribute least to the support of the service
正解：B
解説：
Understanding the situationswhereincidents and service requestsare initiated is the first step, as it defines how user needs trigger value streams and shapes the design of the overall support approach.
質問 # 48
An organization wants to encourage its employees to suggest improvements to its practices. However, employees are reluctant to suggest improvements because their suggestions have been ignored in the past. The employees do not trust their managers to be open and transparent.
Which concept should be applied to overcome this challenge?
- A. Workforce planning and management
- B. Shift-left
- C. A continual improvement culture
- D. Working with a customer-oriented mindset
正解：C
解説：
A continual improvement culturefosters an environment of openness, trust, and transparency, encouraging employees to suggest improvements and ensuring their ideas are valued and considered.
質問 # 49
Which statement about 'service integration as a service' isCORRECT?
- A. Multiple vendors provide the service integration and management function
- B. The service integrator can be easily replaced by other vendors to leverage better pricing
- C. The service integrator provides services and manages other vendors
- D. The service integrator does not deliver any services to the organization
正解：C
解説：
Inservice integration as a service, the service integrator bothprovides servicesandmanages other vendors, ensuring seamless delivery across multiple suppliers.
質問 # 50
A service desk team acts as a single point of contact for its users. Service desk team members are the first-line support; however, if they are unable to resolve the incidents, they are escalated to second-line support. This tiered support structure has resulted in large queues of unresolved tickets. Which concept or approach would help the organization resolve this situation?
- A. Advanced analytics
- B. Results-based measurement
- C. Swarming
- D. Outsourcing
正解：C
解説：
The concept of swarming would help resolve this situation (D). The ITIL 4 Specialist: Create, Deliver and Support documentation (Section 4.3.5) defines swarming as: "A collaborative approach where multiple team members, including first- and second-line support, work together on an incident simultaneously to resolve it quickly, reducing queue buildup." This contrasts with the tiered structure's escalation delays. Option A focuses on metrics; option B aids analysis; and option C shifts work externally, none addressing queue reduction directly. The guide notes: "Swarming enhances resolution times by leveraging collective expertise." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 4.3.5 - Swarming in Incident Management.
質問 # 51
When verifying that an incident has been resolved, which is an example of value as perceived by a user?
- A. An accurate and complete incident record, enabling subsequent trend analysis of incidents
- B. An incident resolved within the target SLA time, enabling efficient use of service desk resources
- C. A better understanding of a complex networking scenario, enabling the creation of a new knowledge article
- D. A swift restoration of a point of sale system, enabling customers to be served with minimal disruption
正解：D
解説：
From theuser's perspective,swift restorationof critical services like apoint of sale systemprovides immediate value by minimizing disruption and allowing normal operations to continue.
質問 # 52
During a service design workshop, a development team come up with lots of different possible design solutions, and then analyze these to select one of them to proceed with.
What 'design thinking' activity is this an example of?
- A. Prototyping
- B. Inspiration and empathy
- C. Ideation
- D. Implementation
正解：C
解説：
Ideationinvolves generating a wide range of ideas and then analyzing and selecting the best solution to move forward in the design thinking process.
質問 # 53
Which concept focuses on understanding the different levels within systems and ensuring that multiple systems are aligned and unified when designing services?
- A. Integration and data sharing
- B. Customer orientation
- C. Robotic process automation
- D. ICI/CD
正解：A
解説：
Integration and data sharingfocus onaligning and unifying multiple systemsto ensure smooth, cohesive service design and delivery.
質問 # 54
A small food retail chain was created twenty years ago. At that time, stock management and point of sale (POS) software was developed and maintained by an internal IT team. Today the chain is using commercial software available off-the-shelf for stock management and POS. What is this situation an example of?
- A. Service components lacking mass-market adoption
- B. Commoditization of service components
- C. Organization-specific requirements for service functionality
- D. Customer demand for personalized products
正解：B
解説：
This situation is an example of commoditization of service components (A). The ITIL 4 Specialist: Create, Deliver and Support study guide (Section 3.2.1) states: "Commoditization occurs when services or components, once custom-built, become standardized and available off-the-shelf, reducing the need for internal development." The shift from custom to commercial software reflects this trend, aligning with value stream efficiency. Option B applies to custom needs; option C relates to customer preferences; and option D contradicts the scenario. The guide adds: "Commoditization supports cost reduction and scalability." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.2.1 - Commoditization of Services.
質問 # 55
A mobile app development company has implemented a new strategy in its software development process.
Instead of large, infrequent updates, it now releases smaller updates every two weeks. These updates are shaped by regular user reviews and suggestions, which the company actively seeks and incorporates into each new version. Which guiding principle is this approach MOST closely aligned with?
- A. Focus on value
- B. Optimize and automate
- C. Progress iteratively with feedback
- D. Think and work holistically
正解：C
解説：
This approach is most closely aligned with the guiding principle of progress iteratively with feedback (B).
The ITIL 4 Specialist: Create, Deliver and Support guide (Section 2.1.2) states: "Progress iteratively with feedback involves delivering work in smaller increments, using feedback from users to refine and improve services, ensuring alignment with needs and enhancing value stream efficiency." The two-week updates and user input exemplify this principle, contrasting with option A (holistic focus), option C (value focus without iteration), or option D (automation emphasis). The guide adds: "This principle supports rapid adaptation and quality improvement." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 2.1.2 - Guiding Principles.
質問 # 56
A user has logged an incident saying that transactions via the company website are very slow. The service desk team does not have the skills needed to investigate this. There are many different teams that this could be escalated to, including a web server team, an application team, an infrastructure team, and a performance management team.
Which is the BEST approach for the service desk to use for escalating this incident?
- A. Declare a major incident and start the major incident management procedure
- B. Follow the predefined procedure for investigating web performance incidents
- C. Escalate to the performance management team, who will then escalate to a different team if needed
- D. Use swarming to involve people from multiple different teams in the investigation
正解：B
解説：
Following a predefined procedurefor investigating web performance incidents ensures astructured and efficient escalation, reducing delays and avoiding confusion about responsibility.
質問 # 57
An organization uses value streams to help them deliver consistent services, and they use 'service integration and management' to manage many different suppliers.
How does 'service integration and management' work with the organization's value streams?
- A. 'Service integration and management' creates a separate value stream for each supplier
- B. Service integration and management' is independent of the organization's value streams
- C. Service integration and management' cannot be used in an organization that uses value streams
- D. 'Service integration and management' manages multiple suppliers in a single value stream
正解：D
解説：
'Service integration and management' works by coordinating and managing multiple suppliers within a single value stream, ensuring that all suppliers contribute effectively to the delivery of consistent services aligned with the organization's value creation efforts.
質問 # 58
An internal service provider has made the service desk a single point of contact for all user queries, including incidents, service requests, complaints, and compliments. To ensure a fair allocation of the service desk resources, a common rule for processing all incoming queues has been agreed: "first in, first out." It has soon become apparent that some incidents reported by users spend too much time waiting to be processed and triaged by the service desk. This leads to delayed incident resolution and negative business impact. What is the BEST way to improve the situation?
- A. Implement separate service desks for incident and service requests
- B. Recommend users to submit queries well in advance to ensure timely processing
- C. Prioritize incoming queries based on their type and associated urgency
- D. Increase the number of service desk agents to process the incoming queries faster
正解：C
解説：
The best way to improve the situation is to prioritize incoming queries based on their type and associated urgency (B). The ITIL 4 Specialist: Create, Deliver and Support documentation (Section 4.2.3) states:
"Prioritization based on impact and urgency ensures that the most critical incidents are addressed promptly, optimizing resource use and minimizing business impact." The "first in, first out" rule fails when high-impact incidents are delayed, and this approach adjusts resource allocation dynamically. Option A increases costs without addressing prioritization; option C adds complexity; and option D shifts responsibility to users. The guide emphasizes: "Effective prioritization is a key practice in managing demand and ensuring service continuity." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 4.2.3 - Prioritization in Service Desk Operations.
質問 # 59
Which of the following involves consideration of the skills and availability of both internal and external resources?
- A. Build vs buy
- B. Swarming
- C. Triage prioritization
- D. Shift-left approach
正解：A
解説：
Build vs buyinvolves evaluating the skills and availability of both internal and external resources to decide whether to develop a solution in-house or acquire it from an external provider.
質問 # 60
To stay ahead of its competition, an organization's leadership team is focused on ensuring that product innovations reach customers quickly. A team is discussing how it can leverage value stream mapping in support of this goal. The team wants to improve the entire end-to-end value stream.
Which improvement is MOST LIKELY to improve the entire value stream?
- A. Reducing the time it takes to provide environments for projects
- B. Reducing the time spent assessing and approving changes
- C. Designing a continuous integration/continuous delivery pipeline
- D. Minimizing handoffs between specialists within a development team
正解：C
解説：
Designing a continuous integration/continuous delivery (CI/CD) pipelineimproves theentire end-to-end value streamby enabling faster, automated delivery of product innovations to customers.
質問 # 61
An organization prioritizes its work on a 'last-in, first-out' basis.
Which work item should be actioned NEXT?
- A. An item logged today at 11:00
- B. An item logged yesterday at 09:00
- C. An item logged today at 09:00
- D. An item logged yesterday at 11:00
正解：A
解説：
In alast-in, first-outapproach, themost recently loggedwork item is actioned next, which is the item logged today at 11:00.
質問 # 62
An organization has experienced difficulties in providing user support at expected levels. The organization has asked one of its relationship managers and a business analyst to gather information about the types of issues which users and customers are experiencing. The organization would also like to understand the operational issues that support teams are experiencing.
Which practice is most likely to provide this information?
- A. Problem management
- B. Monitoring and event management
- C. Service desk
- D. Release management
正解：C
解説：
Theservice deskpractice is the primary point of contact for users and customers, making it the best source for gathering information about both user issues and operational challenges faced by support teams.
質問 # 63
Which is an example of results-based measurement and reporting?
- A. Measuring and reporting the number of supplier-related interruptions to a service
- B. Measuring and reporting customer satisfaction with closed incidents
- C. Measuring and reporting the cost of providing a service to customers and users
- D. Measuring and reporting the number of hours worked by service desk staff
正解：B
解説：
Measuring and reporting customer satisfactionwith closed incidents focuses directly on theoutcomes and value deliveredto customers, which is the essence of results-based measurement.
質問 # 64
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