ITIL-4-Foundation認定の有効な試験問題集解答学習ガイド！（最新の505問題)
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質問 # 25
Which practice owns and manages issues, queries and requests from users?
- A. Incident management
- B. Service desk
- C. Change control
- D. Problem management
正解：B
質問 # 26
Which is the FIRST thing to consider when focusing on value?
- A. Identifying the service customer who will receive value
- B. Understanding what is valuable to the service consumer
- C. Defining customer experience and user experience
- D. Ensuring value is co-created by improvement initiatives.
正解：A
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 # 27
Which guiding principle considers how the steps of a process can be performed as efficiently as possible?
- A. Start where you are
- B. Optimize and automate
- C. Focus on value
- D. Think and work holistically
正解：B
解説：
Explanation/Reference: https://www.sysaid.com/blog/entry/the-7-guiding-principles-of-itil-4-practical-advice-to-help-you- make-decisions
質問 # 28
Which organization delivers output or outcomes of a service?
- A. A service consumer delivers outcomes of the service
- B. A service provider delivers outcomes of the service
- C. A service provider delivers outputs of the service
- D. A service consumer delivers outputs of the service
正解：B
解説：
When an organization acts as a service provider, it produces outputs that help its consumers to achieve certain outcomes. An output is defined as a tangible or intangible deliverable of an activity; for example, transportation from one location to another.
https://www.bmc.com/blogs/itil-key-concepts-service-management/
質問 # 29
What is a change schedule used for?
- A. To help assign a change authority
- B. To help authorize standard changes
- C. To help manage normal changes
- D. To help plan emergency changes
正解：C
質問 # 30
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
- A. Continual improvement
- B. Service desk
- C. Change control
- D. Problem management
正解：D
質問 # 31
Which practice makes new services available for use?
- A. Change enablement
- B. IT asset management
- C. Deployment management
- D. Release management
正解：D
質問 # 32
What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve,
without the customer having to manage specific costs and risks?
- A. An IT asset
- B. Service management
- C. Continual improvement
- D. A service
正解：D
質問 # 33
Which practice minimizes the impact on normal service operation by managing resources in response to unplanned reductions m service quality?
- A. Change enablement
- B. Continual improvement
- C. Incident management
- D. Service level management
正解：C
質問 # 34
Which TWO are important aspects of the 'service request management' practice?
1. Standardization and automation
2. Providing a variety of channels for access
3. Establishing a shared view of targets
4. Policies for approvals
- A. 1 and 2
- B. 2 and 3
- C. 1 and 4
- D. 3 and 4
正解：C
質問 # 35
Identify the missing word in the following sentence.
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?].
- A. values
- B. services
- C. assets
- D. elements
正解：B
質問 # 36
What is the primary focus of business capacity management?
- A. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology
- B. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services
- C. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion
- D. Review of all capacity supplier agreements and underpinning contracts with supplier management
正解：C
質問 # 37
Which is a use of the change schedule?
- A. Automating the change process
- B. Assigning resources to changes
- C. Creating change models
- D. Deciding the approval authority for changes
正解：B
解説：
Explanation/Reference: https://www.bmc.com/blogs/itil-change-enablement/
質問 # 38
Which function is responsible for the management of a data centre?
- A. Facilities management
D18912E1457D5D1DDCBD40AB3BF70D5D - B. Technical management
- C. Service desk
- D. Application management
正解：A
質問 # 39
What is the primary focus of business capacity management?
- A. Future business requirements for IT services are quantified, designed, planned and implemented in a
timely fashion - B. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT
services - C. Management, control and prediction of the performance, utilization and capacity of individual elements of
IT technology - D. Review of all capacity supplier agreements and underpinning contracts with supplier management
正解：A
質問 # 40
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