ITIL-DSV無料問題集「ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV)」

質問 1

A service provider is launching a new service. The target market is users who have limited experience of using the internet and are unlikely to use social media.
Which is the BEST method of providing user support?

（A）Use machine learning chatbots to anticipate the needs of the users and provide solutions

（B）Implement a 'shift-left' approach to provide support and downloadable help articles

（C）Use popular networking sites to promote and provide online user support

（D）Provide simple online support and contact numbers for the service desk

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

What is an attribute of a strategic partnership?

（A）Trust needs to be developed

（B）The customer needs to be able to exit easily

（C）The relationship is driven by price

（D）Minimal information is shared

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 3

Different types of service relationships require different approaches to assessing mutual readiness. Which of the following statements is CORRECT?

（A）Readiness to collaborate is crucial for a basic relationship

（B）Readiness to change is crucial for a basic relationship

（C）Readiness to collaborate is crucial for a partnership relationship

（D）Assessment of capability, maturity and past performance is crucial for a partnership relationship

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 4

A service provider has chosen a shift-left approach to deliver new services to its users. This approach has been challenging for some users. What could be the reason?

（A）No formal records under service provider's control.

（B）Service has limited scalability.

（C）Users do not have sufficient skills to use the new tools.

（D）Service can have privacy concerns for the users.

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 5

A service provider wants to use a technology-generated approach for updating a software application installed on the mobile devices of the service users. Which is the MOST APPROPRIATE method?

（A）Instructing users to take their device to the service desk team when convenient

（B）Using a push method to check the user's device each time it is connected

（C）Instructing the service desk to contact users when updates are available, and guiding them through the update procedure

（D）Using a self-service portal for the user to request the service desk to provide the update

正解：B 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

A service provider encourages their users to form a user support commun What is a potential benefit to the service provider?

（A）The creation of groups that can be used to provision services

（B）The reduction in demand for support from the service provider

（C）Reduced collaboration between user organizations

（D）Improved collaboration within the service provider organization

正解：B 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 7

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 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

質問 8

An organization is encouraging its staff to work from home instead of the office. This has caused changes to how and when users access services.
Which aspect of 'managing demand and opportunities' would provide a better understanding of this situation?

（A）Analysing patterns of business activity

（B）Building a customer business case

（C）Introducing differential charging

（D）Introducing component capacity management

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)

ITIL-DSV 無料問題集「ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV)」

弊社を連絡する

関連リンク

トップ試験