ITIL-4-Transition無料問題集「ITIL 4 Managing Professional Transition」

質問 1

Which are elements of the service value system?

（A）Outcomes, utility, warranty

（B）Service provision, service consumption, service relationship management

（C）Customer value, stakeholder value, organization

（D）Governance, service value chain, practices

正解：D 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

質問 2

A legacy financial system requires the user to manually enter the time and date of the transaction to meet regulatory requirements. A recent internal audit has shown that these fields are often blank.
Which are effective controls that could improve compliance?
1. Modify the application to automatically add the current time and date when transaction is entered
2. Establish a communication plan to remind users of the importance of time and date on transactions
3. Develop a goals cascade so all staff know their role in achieving company goals
4. Create a report showing non-compliant records and take action to correct

（A）3 and 4

（B）2 and 3

（C）1 and 2

（D）1 and 4

正解：D 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

質問 3

An organization wants to introduce a new service. There are many teams that will contribute to the design, development and transition of the service. Which approach should the organization follow when creating a value stream for this new service?

（A）Create separate value streams for every project phase, to ensure that each milestone is achieved in a Agile manner

（B）Create separate value streams for practices, people, tools and suppliers, to ensure that 'four dimensions' are considered equally

（C）Create one value stream for the entire project, to enable and end-to-end, holistic vision of the service

（D）Create one value stream for each team, to allow the teams to focus on their different objectives

正解：C 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

質問 4

An organization is reviewing the support of its IT services.
Which is an example of an 'outside in' approach?

（A）Contacting the organization's ITSM software tool provider to learn about software updates which might improve the support of the services

（B）Conducting customer and user satisfaction surveys to gather feedback on how customers and users perceive the support of IT services

（C）Understanding how infrastructure and application suppliers are involved in the end-to-end value chain for the support of services

（D）Asking for feedback from the internal technical teams to ensure they are able to deliver against the support requirements

正解：B 解答を投票する

質問 5

An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently. What is the FIRST step the organization should take to start to improve the situation?

（A）Use value stream mapping to help understand the end-to-end flow of user support

（B）Review skills and competencies of user support staff to ensure they have the required capability

（C）Improve the integration of tools to ensure there are no gaps between processes

（D）Encourage teams to collaborate so they can focus on value of users

正解：A 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

質問 6

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

（A）It enables a common definition of value

（B）It provides shared service expectations

（C）It removes constraints from the customer

（D）It enables effective stakeholder management

正解：D 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

ITIL-4-Transition 無料問題集「ITIL 4 Managing Professional Transition」

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