ITIL-4-Foundation試験問題集を提供していますITIL問題
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ITIL 4 Foundation Examは、ITIL（情報技術インフラストラクチャライブラリ）の最新バージョンに関する個人の知識を証明する、世界的に認知された認定資格です。ITILは、ITサービス管理の指針を提供するフレームワークであり、ITサービスがビジネスニーズに合わせて調整されることを保証します。ITIL 4 Foundation認定は、ITIL 4認定スキームの初級資格です。
質問 # 181
Which is an example of a service request?
- A. A request to implement a security patch
- B. A request to investigate the cause of an incident
- C. A request for access to a file
- D. A request for normal operation to be restored
正解：C
解説：
Explanation
https://www.bmc.com/blogs/itil-service-request-management/
質問 # 182
Which practice nurtures links with stakeholders at strategic and tactical levels'?
- A. Continual improvement
- B. Service level management
- C. Relationship management
- D. Supplier management
正解：C
質問 # 183
Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?
- A. Problem management
- B. Service request management
- C. Service level management
- D. Incident management
正解：B
解説：
Explanation
A service request is defined as a request from a user or a user's authorized representative that initiates a service action which has been agreed as a normal part of service delivery.
The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner. Service request management is dependent upon well-designed processes and procedures, which are operationalized through tracking and automation tools to maximize the efficiency of the practice. To be handled optimally, service request management should follow these guidelines:
Service requests and their fulfilment should be standardized and automated to the greatest degree possible.
Policies should define which service requests will be fulfilled with limited or even no additional approvals so that fulfilment can be streamlined.
The expectations of users regarding fulfilment times and costs should be clearly set, based on what the organization can realistically deliver.
Opportunities for improvement should be identified and implemented to produce faster fulfilment times and take advantage of automation.
https://www.bmc.com/blogs/itil-service-request-management/
質問 # 184
Which statement about the 'incident management' practice is CORRECT?
- A. It identifies the cause of major incidents.
- B. It authorizes changes to resolve incidents.
- C. It maintains detailed procedures for diagnosing incidents.
- D. It resolves the highest impact incidents first.
正解：D
解説：
Explanation/Reference: https://www.bmc.com/blogs/itil-incident-management/
質問 # 185
Identify the missing word in the following sentence.
The use of [?] should support, not replace what is observed, when using the 'start where you are1 guiding
principle.
- A. tools
- B. process
- C. measurement
- D. plans
正解：C
質問 # 186
Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?
- A. Service level management
- B. Service desk
- C. Service request management
- D. Service configuration management
正解：A
質問 # 187
Which of the following can be used to access service desks?
- A. Phone calls
- B. Email
- C. Text and social media messaging
- D. All of the above
正解：D
質問 # 188
Service transition contains detailed descriptions of which processes?
- A. Service level management, service portfolio management, service asset and configuration management
- B. Change management, service asset and configuration management, release and deployment management
- C. Change management, capacity management, event management, service request management
- D. Service asset and configuration management, release and deployment management, request fulfillment
正解：B
質問 # 189
Which includes governance, management practices, and continual improvement?
- A. The 'focus on value' guiding principle
- B. The service value system
- C. The 'deliver and support' value chain activity
- D. The 'value stream and processes' dimension
正解：B
質問 # 190
Which competencies are required by the 'service level management' practice?
- A. Incident analysis and prioritization
- B. Balanced scorecard reviews and maturity assessment
- C. Problem investigation and resolution
- D. Business analysis and commercial management
正解：D
質問 # 191
What is recommended by the guiding principle 'progress iteratively with feedback'?
- A. An improvement initiative that is broken into a number of manageable sections
- B. The identification of all interested parts at the start of an improvement initiative
- C. An assessment of how all the parts of an organization will affect an improvement initiative
- D. A current state assessment that is carried out at the start of an improvement initiative
正解：A
質問 # 192
What actions does a service desk take for all issues, queries and requests that are reported to them?
- A. Acknowledge, classify, own
- B. Diagnose, investigate, resolve
- C. Schedule, assess, authorize
- D. Initiate, approve, fulfill
正解：D
質問 # 193
Which practice handles all pre-defined user-initiated service actions?
- A. Deployment management
- B. Service request management
- C. Service level management
- D. Incident management
正解：B
解説：
The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner. Service request management is dependent upon well-designed processes and procedures, which are operationalized through tracking and automation tools to maximize the efficiency of the practice. To be handled optimally, service request management should follow these guidelines:
Service requests and their fulfilment should be standardized and automated to the greatest degree possible.
Policies should define which service requests will be fulfilled with limited or even no additional approvals so that fulfilment can be streamlined.
The expectations of users regarding fulfilment times and costs should be clearly set, based on what the organization can realistically deliver.
Opportunities for improvement should be identified and implemented to produce faster fulfilment times and take advantage of automation.
https://www.bmc.com/blogs/itil-service-request-management/
質問 # 194
What is the purpose of the 'information security management1 practice?
- A. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
- B. To plan and manage the full lifecycle of all IT assets
- C. To observe services and service components
- D. To protect the information needed by the organization to conduct its business
正解：D
質問 # 195
What three elements make up the Service Portfolio?
- A. Service pipeline, service catalogue and retired services
- B. Customer portfolio, configuration management system and service catalogue
- C. Service pipeline, configuration management system and service catalogue D18912E1457D5D1DDCBD40AB3BF70D5D
- D. Customer portfolio, service catalogue and retired services
正解：A
質問 # 196
Which statement about the 'four Ps' of service design is CORRECT?
- A. Processes refers to skill and training
- B. People refers to technology and tools
- C. Products refers to producers and metrics
- D. Partners refers to suppliers and vendors
正解：D
質問 # 197
Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?
- A. Prioritization
- B. Categorization
- C. Detection
- D. Escalation
正解：B
解説：
D18912E1457D5D1DDCBD40AB3BF70D5D
質問 # 198
What is the purpose of service level management?
- A. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.
- B. To track and manage improvement ideas from identification to final action, organizations use a database or structured document called a continual improvement register (CIR).
- C. To ensure that all current and planned IT services are delivered to agreed achievable targets.
- D. To obtain/build activity that ensures the service components are available when and where they are needed and meet agreed specifications.
正解：C
質問 # 199
Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT?
- A. Measured data is always more accurate than direct observation
- B. The act of measuring always positively impacts results
- C. It should always be used instead of direct observation
- D. It should always be used to support direct observation
正解：D
質問 # 200
Which statement about change authorization is CORRECT?
- A. Centralizing change authorization to a single person is the most effective means of authorization
- B. Standard changes are high risk and should be authorized by the highest level of change authority
- C. The authorization of normal changes should be expedited to ensure they can be implemented quickly
- D. A change authority should be assigned to each type of change and change model
正解：D
質問 # 201
Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?
- A. Problem management
- B. Release management
- C. Service desk
- D. Supplier management
正解：C
質問 # 202
Which TWO BEST describe the guiding principles?
Short term
Standards
Recommendations
Long-term
- A. 2 and 3
- B. 3 and 4
- C. 1 and 4
- D. 1 and 2
正解：B
解説：
A guiding principle is a recommendation that provides universal and enduring guidance to an organization, which applies in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure.
https://www.bmc.com/blogs/itil-guiding-principles/#:~:text=A%20guiding%20principle%20is%20a,of%20work%2C%20or%20management%20structure.
質問 # 203
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service
requests?
- A. IT asset management
- B. Service desk
- C. Service request management
- D. Change control
正解：C
質問 # 204
Which statement about outcomes is CORRECT?
- A. Outcomes enable products to be delivered to a stakeholder
- B. An outcome depends on at least one output to deliver a result
- C. An outcome defines the amount of money spent on technology for a service
- D. Outcomes provide assurance to stakeholders on how a service performs
正解：B
解説：
Explanation
It is important to understand the difference in these terms not just for clarity, but because outputs are much easier to measure than outcomes.
Outputs are nearly always quantitative, with data available to show whether these have been delivered.
Outputs are easy to report on and to validate. There is no grey area.
Outcomes are more challenging to verify because they are both qualitative and quantitative. Whether your outcomes have been achieved will rely, to a great extent, on the perception of the people who receive the service. Perceptions are not easy to measure or report on, but it is essential you find a way to do so.
https://www.bmc.com/blogs/outcomes-vs-outputs/
質問 # 205
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