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

質問 1

A service provider is tracking the likelihood of service failures that could affect the service consumer. What is this a measure of?

（A）Availability

（B）Risk

（C）Impact

（D）Priority

正解：B 解答を投票する

質問 2

A bank provides an online banking service to external users. The bank measures the functional and non-functional aspects of the service in several ways and is meeting its targets. However, user satisfaction with the service is not as high as the bank would like it to be.
Which is the BEST example of an additional aspect of the service that the bank should measure?

（A）The number of times a transaction is started but not completed

（B）The total number of users logging into the service per day

（C）The number of successful transactions completed

（D）The average page load time for the online banking site

正解：A 解答を投票する

質問 3

How can an organization facilitate positive outcomes and experiences throughout the customer journey?

（A）By optimizing the use of resources during the service lifecycle

（B）By understanding service consumer needs and desires

（C）By being fair and transparent with costs

（D）By ensuring key risks have been identified and addressed

正解：B 解答を投票する

質問 4

A service provider has recently released an upgrade to its payroll service. The service provider had told the customer that the upgrade would include functionality to copy information from various other HR systems, to reduce the amount of manual data entry. However, this statement was not documented at the time, and the proposed functionality was not included in the design.
Which practice includes activities which could have helped to avoid this situation?

（A）Business analysis

（B）Service level management

（C）Change enablement

（D）Incident management

正解：A 解答を投票する

質問 5

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 6

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）Identifying and making requests for outstanding payments for the service

（B）Conducting an exit interview with the customer to gather feedback

（C）Ensuring all customer data is deleted immediately

（D）Disabling access to all services for the customer

正解：A 解答を投票する

質問 7

A service provider reliably meets the agreed service levels, but some customers are not happy because they are not achieving the outcomes that they expected.
Which is the BEST thing the service provider can do about this?

（A）Focus on technical excellence to further improve services

（B）Provide additional training to customers on using the service

（C）Identify ways to improve service levels, and discuss the cost of these improvements with the customers

（D）Analyze customer feedback to understand and address unmet expectations

正解：C 解答を投票する

質問 8

An organization is undergoing a digital transformation and is conducting a strategic analysis of its customers' needs. The organization uses agile methods to manage its digital products and a more traditional waterfall approach to manage its legacy systems. The organization is also considering introducing new products and services.
Which is the BEST way for this organization to undertake this analysis?

（A）Perform a detailed gap analysis of current and future customer needs

（B）Focus on digital products and defer legacy systems analysis

（C）Develop models that help analysts perform tasks that are appropriate for a given context

（D）Use a single standardized approach for all customer needs analysis

正解：C 解答を投票する

質問 9

In service relationships, what is a benefit of identifying consumer roles?

（A）It enables stakeholder management

（B）It clarifies the service provider's responsibilities

（C）It ensures compliance with contractual agreements

（D）It reduces service delivery costs

正解：A 解答を投票する

質問 10

Which statement about the end-to-end customer journey is CORRECT?

（A）It involves only the stages of service delivery and resolution

（B）It reflects an overall perception of the customer's experience

（C）It excludes customer interactions outside of the organization's processes

（D）It focuses exclusively on technical service outcomes

正解：B 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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