ITIL ITIL-DSV最新問題集[2024]高得点を掴み取れ
ITIL-DSV問題集Fast2test100%合格率保証
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 |
|
質問 # 42
Which of the following is an advantage of a user community?
- A. A user community does not require any interference from the service provider.
- B. Peer support will reduce the risk of privacy violations.
- C. Super users are always available to help out users.
- D. Demand for user support decreases from the service provider.
正解：D
解説：
In the context of ITIL 4 and the "Drive Stakeholder Value" module, the concept of a user community is directly linked to the idea of peer support and self-service. User communities enable users to assist one another, which can effectively reduce the direct demand for support from the service provider. This aligns with the ITIL 4 guiding principle of "Collaborate and Promote Visibility," where engaging users through communities can lead to more efficient support processes and reduce the overall workload on the service provider.
* Option A (Incorrect):While super users might be available to help out, this isn't the core advantage of a user community in an ITIL 4 context. The key benefit lies in reducing the support demand on the provider, not merely the presence of super users.
* Option B (Incorrect):Peer support might help with issues resolution but does not inherently reduce the risk of privacy violations. Privacy concerns are managed through governance and security measures, not primarily through peer support.
* Option C (Correct):This is the correct answer. A well-functioning user community encourages users to help each other, which can significantly reduce the number of support requests that reach the service provider. This is in line with the ITIL 4 emphasis on leveraging community engagement to improve service efficiency.
* Option D (Incorrect):A user community still requires some level of management or facilitation from the service provider to ensure it is effective and aligns with organizational goals.
The reduction of demand on the service provider is a significant advantage, as it allows the provider to focus on more complex issues or service improvements rather than handling routine queries that the community can resolve.
質問 # 43
A service provider is losing its customers at a rapid pace. The Service Manager wants to understand the reason and asks to draw out the customer journey for this. Why is this a good idea?
- A. The service provider will be able to get optimal value out of the service it is delivering.
- B. The service provider will be able to identify and understand specific customer's behavior and outcomes.
- C. The customer will have cheaper services because of the customer journey.
- D. The customer's risks will be removed when using the service.
正解：B
解説：
Drawing out the customer journey is essential in this scenario because it allows the service provider to analyze and understand the specific behaviors and outcomes that are leading to customer attrition.
Thecustomer journey mapprovides a visual representation of the entire customer experience, from initial engagement to the end of their interaction with the service. This process helps in identifying pain points, unmet needs, and areas where the service may be falling short.
In ITIL 4, understanding and managing the customer journey is integral to theEngageandDesign & Transitionactivities within theService Value Chain (SVC). The Engage activity focuses on understanding stakeholder needs and ensuring continued engagement, while Design & Transition ensures that the service meets the requirements of the stakeholders and delivers the expected outcomes. By mapping out the customer journey, the service provider can align their service offerings more closely with customer expectations, thereby improving satisfaction and reducing churn.
This approach is also supported by the ITIL 4 guiding principle of"Focus on Value", which emphasizes the importance of understanding what is valuable to customers and aligning services accordingly. Mapping the customer journey enables the service provider to identify what customers value most and adapt the service to meet those needs effectively.
質問 # 44
After onboarding, the customers can access the service provider's mobile network. What is this an example of?
- A. Joint Service actions
- B. Transfer of goods
- C. Provision of access to resources
- D. Interaction with operant service provider resources
正解：C
解説：
Provision of Access to Resources:
* This involves enabling users to use specific services, applications, or resources provided by the service provider. In this case, allowing customers to access the mobile network is a clear example of granting access to a resource.
質問 # 45
An organization is looking for a service provider to support them in their digital transformation. As part of the service provider, what would be the first focus of your interactions?
- A. Display solutions implemented at other customers within the same industry.
- B. Understanding the utility and warranty requirements to create the most value for the customers.
- C. Understanding the customer purposes, issues, and needs.
- D. Display the proof of the capabilities to deliver your products consistently.
正解：C
解説：
In ITIL 4, particularly within the "Drive Stakeholder Value" framework, the first focus of interaction when supporting a customer in digital transformation should be to understand their purposes, issues, and needs. This aligns with the guiding principle of "Focus on Value," ensuring that the service provider's solutions are truly aligned with the customer's objectives and challenges.
* Option A (Incorrect):Displaying proof of capabilities is important but should follow a deep understanding of the customer's specific situation.
* Option B (Incorrect):While demonstrating solutions implemented for other customers can build trust, it should not be the first step. Customization to the specific customer's needs is more critical.
* Option C (Correct):This is the correct answer. Understanding the customer's specific purposes, issues, and needs is foundational to providing valuable and relevant services.
* Option D (Incorrect):Understanding utility and warranty is crucial, but it should come after understanding the broader business context and specific needs.
質問 # 46
A customer is retiring a service and has terminated the contract for the service with the service provider. The service provider will continue to deliver other services to the customer.
Which activity should the service provider include in the plans to offboard the service?
- A. Creating training schedules for users on how to use the service
- B. Providing information to users about how to contact the service desk
- C. Identifying and making requests for outstanding payments for the service
正解：C
解説：
When offboarding a service, the service provider should include "Identifying and making requests for outstanding payments for the service." ITIL 4 specifies that offboarding activities should ensure that all financial and contractual obligations are settled before the service is fully retired. This includes resolving any outstanding payments, finalizing documentation, and ensuring a smooth transition for ongoing services.
質問 # 47
Which is an example of planning for value co-creation?
- A. Supporting naturally formed online user communities and groups
- B. Agreeing with a customer the service desk team's response times for each method of user contact
- C. Conducting an assessment of the service provider's 'change enablement' practice
- D. Delivering training sessions to internal staff to make them aware of future product changes
正解：B
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 # 48
Users contacting an organization's service desk team often complain that they are required to repeat information when communicating with different individuals and systems within the organization. Specialists that work with the service desk team also complain that they frequently do not get the information needed to handle user queries. What would resolve these issues for all stakeholders?
- A. Establishing omnichannel communications
- B. Automating the logging of user emails
- C. Providing a self-service portal
- D. Providing multichannel support
正解：A
解説：
The issue of users having to repeat information and specialists not receiving the necessary information can be resolved by "Establishing omnichannel communications." ITIL 4 explains that omnichannel communication allows all interaction channels (such as phone, email, chat, etc.) to be integrated so that information is consistently shared and accessible across all platforms. This ensures that users do not have to repeat themselves and that specialists have access to the full context of the user's interactions.
質問 # 49
A hotel organization launched an app to enable their customers to customize their menu during their stay.
What is this an example of?
- A. Needs
- B. Wants
- C. Emotions
- D. Stereotype
正解：B
解説：
In the context of ITIL 4 and "Drive Stakeholder Value," the introduction of an app by a hotel organization to allow customers to customize their menu during their stay is a response to customer "wants." Wants refer to desires or preferences that enhance the customer experience but are not strictly necessary. This app likely addresses the customer's desire for convenience and personalization, which goes beyond basic needs and touches on what customers want to improve their experience.
* Option A (Correct):This is the correct answer. The app enables customers to express their personal preferences, which aligns with their wants rather than basic needs.
* Option B (Incorrect):While emotions are important in customer experience, the app primarily addresses wants rather than emotions directly.
* Option C (Incorrect):Needs are more fundamental requirements, like having access to food in general, rather than the customization of a menu.
* Option D (Incorrect):Stereotype is not relevant in this context and does not relate to the customer's interaction with the app.
質問 # 50
An internal IT service provider does not have all the skills needed to create and deliver a new service, but could develop them with enough time. There are many external service providers who can provide this service. Which approach should the organization follow to decide if they should use the internal service provider or to source the service externally?
- A. Start by reviewing organizational policies for sourcing services, then identify the most important criteria for selecting a service provider, and use a 'decision matrix' to compare service providers
- B. Start by understanding the cost of procuring the service internally and externally, then ask internal and external service providers to complete a 'request for quotation1 documenting their preferred solution
- C. Start by analysing and documenting the detailed service requirements, then ask external serviceproviders to respond to a 'request for information1 documenting how they would deliver to these requirements
- D. Start by asking the internal service provider to develop the required skills, then use these newly developed skills to create and deliver the new service internally
正解：A
解説：
The organization should "Start by reviewing organizational policies for sourcing services, then identify the most important criteria for selecting a service provider, and use a 'decision matrix' to compare service providers." ITIL 4 advises that when deciding whether to source a service internally or externally, it is crucial to consider organizational policies, identify key criteria for selection, and use a structured approach like a decision matrix to make an informed choice.
質問 # 51
Resource constraints have slowed an organization's efforts to expand into new markets.
Which practice would recommend eliminating products and services that are not enabling value, so that the required resources can be made available?
- A. Portfolio management
- B. Service level management
- C. Service catalogue management
- D. Business analysis
正解：A
解説：
The practice that would recommend eliminating products and services that are not enabling value to free up resources is "Portfolio management." ITIL 4 identifies portfolio management as the practice responsible for managing the service portfolio to ensure that the organization can effectively allocate resources to the most valuable services. This practice helps in making strategic decisions about which services to continue, improve, or retire, thus optimizing resource allocation.
質問 # 52
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. Elevating capabilities
- B. Smoothing demand
- C. Moment of truth
- D. Design thinking
正解：C
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 # 53
Which statement about the reporting of service outcomes and performance is CORRECT?
- A. Customer satisfaction feedback should be mapped to service provider outcomes
- B. IT component scorecards should be mapped to service provider outcomes
- C. Service performance metrics should be mapped to customer outcomes
- D. Return on investment (ROI) should be mapped to customer outcomes
正解：C
解説：
The correct statement about the reporting of service outcomes and performance is that "Service performance metrics should be mapped to customer outcomes." ITIL 4 emphasizes the importance of aligning service performance metrics with the outcomes that are valuable to the customer. This ensures that the service provider's reporting is focused on what matters most to the customer, thereby enhancing satisfaction and trust.
質問 # 54
Different types of service relationships require different approaches to assessing mutual readiness. Which of the following statements is CORRECT?
- A. Assessment of capability, maturity and past performance is crucial for a partnership relationship
- B. Readiness to change is crucial for a basic relationship
- C. Readiness to collaborate is crucial for a basic relationship
- D. Readiness to collaborate is crucial for a partnership relationship
正解：A
解説：
The correct statement is "Assessment of capability, maturity, and past performance is crucial for a partnership relationship." ITIL 4 highlights that in partnership relationships, it is important to assess not just readiness but also the capabilities, maturity, and past performance of both parties. This ensures that the partnership can achieve its objectives and that both parties are aligned in terms of skills and expectations.
質問 # 55
A service provider is receiving complaints from the users about the migration to a new service. The users are finding difficult to identify and use features of the migrated service. What would have helped to prevent this?
- A. The users should be marked as an important stakeholder in the stakeholder map.
- B. All changes should be assessed and prioritized.
- C. An e-learning course describing migration of service should be easily available to the users.
- D. The outcomes should be part of the service level agreement.
正解：C
解説：
Providing an e-learning course on the migrated service would have significantly reduced user complaints by ensuring that they were well-informed about the new service features and how to use them effectively.
TheAwareness and Communicationstep within theChange Enablement practiceunder ITIL 4 stresses the importance of communicating changes to all relevant stakeholders and ensuring they have the necessary information and training to adapt to these changes.
The complaint in this scenario arises due to a lack of understanding and difficulty in using the new service.
By offering an e-learning course, the service provider would be following theITIL 4 guiding principle of
"Collaborate and Promote Visibility,"ensuring that users are informed and comfortable with the changes.
Moreover, theService DesignandTransitionstages emphasize the need to prepare users for new services, ensuring a smooth transition and minimizing resistance or confusion.
This solution aligns with ITIL 4's focus on improving user experience by providing adequate resources for learning and adaptation, which in turn enhances overall service quality and customer satisfaction.
質問 # 56
What is a challenge when onboarding individual consumers?
- A. Returning consumer equipment and cancelling user rights
- B. Identifying and documenting service requirements
- C. Ensuring the sponsor agrees the level of service that the consumer receives
- D. Handling a large number of service consumers with different skills
正解：D
解説：
A challenge when onboarding individual consumers is "Handling a large number of service consumers with different skills." Onboarding individual consumers can be complex because it involves catering to diverse skill levels, expectations, and needs. ITIL 4 emphasizes the importance of customizing onboarding processes to suit the varied requirements of different users to ensure a smooth and successful integration of the service.
質問 # 57
......
100%合格率リアルITIL-DSV試験成功を掴み取れ：https://jp.fast2test.com/ITIL-DSV-premium-file.html