ITIL-4-Specialist-High-velocity-IT無料問題集「Peoplecert ITIL 4 Specialist: High-velocity IT」

質問 1

An employee has some concerns at work but does not share this information with others because they fear that this would damage their reputation and position.
What is PRIMARILY concerned with preventing this situation?

（A）Toyota Kata

（B）Safety culture

（C）Design thinking

（D）Integration of duties

正解：B 解答を投票する

質問 2

A commercial service provider is creating a new strategic plan. It has developed the following tactics and operational plans:
* Tactic 1 - acquire new resilient infrastructure
* Tactic 2 - launch services by region
* Operational plan 1 - operate infrastructure to meet service levels
* Operational plan 2 - train staff on new infrastructure skills.
Which strategy do these tactics and operational plans support?

（A）Identify customer needs for new services by researching market

（B）Increase revenue by introducing a new range of services

（C）Ensure successful deployment by preparing implementation plan for new services

（D）Ensure improved handling of service requests by training staff

正解：B 解答を投票する

質問 3

An organization has recently made improvements to how users request new phones, track their arrival, and get help setting the phone up.
Which practice has been most affected by these improvements?

（A）Incident Management

（B）Service Request Management

（C）Asset Management

（D）Change Enablement

正解：B 解答を投票する

質問 4

Identify the missing words in the following sentence.
The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives.

（A）four dimensions of service management

（B）'service request management' practice

（C）'focus on value' guiding principle

（D）service value system

正解：D 解答を投票する

質問 5

An organization has signed a contract to outsource its service desk function to a supplier. The organization wants to ensure that its customers and users will receive a seamless support service.
Which activity would MOST help the organization at this stage?

（A）Setting stricter service-level expectations with the supplier

（B）Training internal employees to work with the supplier

（C）Integrating supplier activities into the organization's value streams

（D）Conducting regular performance audits of the supplier

正解：C 解答を投票する

質問 6

What should be done FIRST when designing a customer journey?

（A）Creating a feedback loop for customer input

（B）Defining the desired outcome and the value proposition

（C）Mapping the technical requirements for service delivery

（D）Identifying potential risks to the journey

正解：B 解答を投票する

質問 7

Which statement about service requests is CORRECT?

（A）Service requests are only applicable for IT-related needs

（B）Service requests require approval from senior management

（C）Service requests are always handled as incidents

（D）Service requests are submitted via agreed channels

正解：D 解答を投票する

質問 8

At which steps in the customer journey should the approach to authorizing and enabling the user to use service be defined?

（A）Design and Transition

（B）Engage and Deliver

（C）Explore and Improve

（D）Onboard and Co-create

正解：D 解答を投票する

質問 9

Which is an example of planning for value co-creation?

（A）Defining KPIs for service quality that align with internal team objectives

（B）Documenting user feedback in a service improvement register

（C）Agreeing with a customer the service desk team's response times for each method of user contact

（D）Setting expectations with a vendor for service delivery

正解：C 解答を投票する

質問 10

An IT service provider is carrying out an internal assessment to identify opportunities to develop and improve their services. They have reviewed workflows and activities, the capabilities of their workforce, and supplier contracts.
Which area do they also need to consider?

（A）Financial budgets

（B）Customer satisfaction metrics

（C）Service design processes

（D）Information and technology

正解：C 解答を投票する

ITIL-4-Specialist-High-velocity-IT 無料問題集「Peoplecert ITIL 4 Specialist: High-velocity IT」

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