[2026年03月15日] ITIL PDFで最近更新された問題です集試験点数を伸ばそう
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質問 # 36
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 # 37
Which of the following are included within Release and Deployment Models?
1) Roles and responsibilities 2) Template release and deployment 3) Supporting systems, tools and procedures. 4) Handover activities and responsibilities
- A. 1 and 4 only.
- B. 2, 3 and 4 only.
- C. 1, 2 and 3 only.
- D. All of the above
正解：D
質問 # 38
Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?
- A. Deployment management
- B. Release management
- C. Change enablement
- D. Service configuration management
正解：C
質問 # 39
What is the definition of "service management"?
- A. A result for a stakeholder enabled by one or more outputs
- B. A formal description of one or more services, designed to address the needs of a target consumer group
- C. Join activities performed by a service provider and a service consumer to ensure continual value co- creation
- D. A set of specialized organizational capabilities for enabling value for customers in the form of services.
正解：D
解説：
Service management is a set of specialized organizational capabilities for enabling value for customers in the form of services. These capabilities include tangible things like capital, people, and equipment, and can also include intangible things like knowledge, management and skills. These capabilities can also include intangible things, like knowledge, management, and skills.
https://www.bmc.com/blogs/itil-key-concepts-service-management/#:~:text=Service%20management%20is%
20a%20set,like%20knowledge%2C%20management%20and%20skills.
質問 # 40
WhatBESTdescribes the value of service design to the business?
- A. It supports the creation of a portfolio of quantified services
- B. It improves the control of service assets and configurations
- C. It provides quick and effective access to standard services
- D. Itreduces total cost of ownership (TCO) of services
正解：D
質問 # 41
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. Emergency changes should be authorized and implemented as service requests
- D. The testing of emergency can be eliminated in order to implement the change quickly
正解：B
質問 # 42
Which guiding principle recommends coordinating all dimensions of service management?
- A. Start where you are
- B. Progress iteratively with feedback
- C. Keep it simple and practical
- D. Think and work holistically
正解：D
質問 # 43
How does customer engagement contribute to the 'service level management' practice?
1.It captures information that metrics can be based on
2.It ensures the organization meets defined service levels
3.It defines the workflows for service requests
4.It supports progress discussions
- A. 1 and 2
- B. 1 and 4
- C. 3 and 4
- D. 2 and 3
正解：B
質問 # 44
Which of the following are aspects of Service Design?
1.Architectures
2.Technology
3.Service Management processes
4.Metrics
- A. 1 only
- B. All of the above
- C. 1, 2 and 4 only
- D. 2 and 3 only
正解：B
質問 # 45
Which of the following activities is NOT a part of the Deming Cycle?
- A. Act
- B. Coordinate
- C. Plan
- D. Do
正解：B
質問 # 46
Which processes are responsible for the regular review of underpinning contracts?
- A. Availability management and service level management
- B. Supplier management and service level management
- C. Supplier management and availability management
- D. Supplier management and change management
正解：B
質問 # 47
Which competencies are required by the 'service level management' practice?
- A. Problem investigation and resolution
- B. Business analysis and commercial management
- C. Balanced scorecard reviews and maturity assessment
- D. Incident analysis and prioritization
正解：B
質問 # 48
What is an IT asset?
- A. Any component that needs to be managed in order to deliver a service
- B. A request from a user that initiates a service action
- C. The removal of anything that could have a direct or indirect effect on services
- D. Any financially valuable component that can contribute to delivery of an IT product or service
正解：D
質問 # 49
Which role approves the cost of services?
- A. User
- B. Change authority
- C. Customer
- D. Sponsor
正解：D
質問 # 50
What should be considered as part of the 'partners and suppliers' dimension?
- A. The required skills and competencies of teams and individual members of the organization
- B. The level of integration and formality involved in the relationships between organizations
- C. The activities, workflows, controls and procedures needed to achieve the agreed objectives
- D. The information created, managed and used in the course of service provision and consumption
正解：B
質問 # 51
Which of the following are the two primary elements that create value for customers?
- A. Resources and capabilities
- B. Value on investment (VOI) and return on investment (ROI)
- C. Service requirements and warranty
- D. Customer and user satisfaction
正解：A
質問 # 52
Which one of the following is NOT an aim of the change management process?
- A. To ensure the impact of changes are understood
- B. To ensure that changes are recorded and evaluated
- C. To ensure that all changes to configuration items (CIs)are recorded in the configuration management system (CMS)
- D. To deliver and manage IT services at agreed levels to business users
正解：D
質問 # 53
Where would all the possible service improvement opportunities berecorded?
- A. Configuration management database
- B. Known error database
- C. Capacity management information system
- D. CSI register
正解：D
質問 # 54
Which practice balance management of risk with maximizing throughput?
- A. Problem management
- B. Incident management
- C. Change enablement
- D. Continual improvement
正解：C
解説：
The purpose of the change enablement practice is to maximize the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule.
質問 # 55
A Process Owner has been identified with an "I" in a RACI matrix. Which of the following would be expected of them?
- A. Perform an activity
- B. Manage an activity
- C. Be kept up to date on the progress of an activity
- D. Tell others about the progress of an activity
正解：C
質問 # 56
Which of the following would be most useful in helping to implement a workaround as quickly as possible?
- A. A request for change
- B. A knownerror database
- C. A definitive media library
- D. A capacity database
正解：B
質問 # 57
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