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

質問 1

An organization is identifying the needs for a new service. To ensure that the service is going to be fit for purpose, the organization has defined some requirements.
Which of the following is the best way to specify the requirements?

（A）The service should combine the data from different sources.

（B）The service should be available 24/7, 99,99% of the time.

（C）The data should be kept recorded for 10 years.

（D）Not more than 15 minutes of data can be lost.

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 2

Which is the BEST approach for a service consumer to use when they want to obtain services from a service provide?

（A）Provide the service provider with a detailed list of requirements

（B）Ensure that their detailed requirements are based on a previous legacy solution

（C）Ask the service provider to customize a solution to suit their requirements

（D）Develop a list of needs focusing on what should be achieved

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

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 identify and understand specific customer's behavior and outcomes.

（B）The customer's risks will be removed when using the service.

（C）The service provider will be able to get optimal value out of the service it is delivering.

（D）The customer will have cheaper services because of the customer journey.

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 4

What is a challenge when onboarding individual consumers?

（A）Identifying and documenting service requirements

（B）Returning consumer equipment and cancelling user rights

（C）Handling a large number of service consumers with different skills

（D）Ensuring the sponsor agrees the level of service that the consumer receives

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

In the context of the 'five principles of service design thinking', which principle includes combining touchpoints and interactions into service moments?

（A）Evidencing

（B）Co-creative

（C）User-centered

（D）Sequencing

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 7

An investment bank has outsourced its customer care helpline. It is keen to introduce experience metrics into its Service Level Agreements (SLAs) with the service provider for the helpline. It has asked for a re- negotiation of the existing SLA.
Which is BEST example of an experience metric that can be included in the SLA?Which approach is being demonstrated by these examples?

（A）Number of calls processed concurrently

（B）Number of customer queries processed correctly

（C）Customer satisfaction with the helpline

（D）Availability of the helpline during agreed hours

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 8

Users often do not provide feedback because they do not believe it will be addressed. Which is the BEST method for encouraging users to submit feedback in this situation?

（A）Providing information about users' feedback to customers

（B）Making feedback processing visible for everyone

（C）Automating responses to all users' feedback

（D）Having regular face-to-face feedback sessions with users

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)

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

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