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

質問 1

Which statement about the end-to-end customer journey is CORRECT?Which approach would be BEST aligned to the 'design thinking' methodology at this initial 'empathy' stage?

（A）It represents a pre-determined path

（B）It focuses on achieving outcomes

（C）It involves optimizing touchpoints

（D）It reflects an overall perception

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

The IT Manager of an organization is drafting the business case to move to the public cloud. The IT Manager seeks your advice to understand the approach that can be considered. What is the best approach that you will suggest?

（A）Map out the SWOT analysis and perform a risk analysis to understand which services are ready to be migrated to the public cloud.

（B）Put continual improvement at the center of this initiative and use all the ITIL guiding principles.

（C）Organize an onboarding workshop with all stakeholders early in the process, this will increase the customer's engagement.

（D）Draw up a customer journey map of all different types of customers to understand the value the service brings.

正解：B 解答を投票する

質問 3

An organization is considering outsourcing its data center. The Supplier Manager is analyzing the potential external service providers.
Which factor should NOT be considered by the Supplier Manager in the decision making process?

（A）Size of the organization

（B）Geographic presence

（C）Patents filed year to date

（D）Financial situation

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

A service provider has received information from market analysis which shows that there is strong demand for one of its products in countries in which it does not usually operate. Which activity should the service provider perform now?

（A）Evaluate pricing mechanisms to ensure they drive the desired behaviour

（B）Produce a cost model that considers all the resources needed

（C）Handle improvement opportunities in a professional manner

（D）Understand and influence the behaviour of different user profiles

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 5

A user has logged an incident because their laptop is performing badly. This is potentially going to impact a big sale. The service level agreement says that the response should be within 8 hours, but the service desk agent recognizes that this is an exceptional situation and escalates the situationimmediately. The issue is resolved quickly and the user is delighted with the service. What is this an example of?

（A）Design thinking

（B）Smoothing demand

（C）Moment of truth

（D）Elevating capabilities

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 6

A moment of truth is best described as:

（A）A key touchpoint in which the user changes its impression of the service.

（B）The renewal of the contract when a deadline has been set.

（C）The moment when mutual readiness is assessed.

（D）The moment the agreement is signed as part of the offer phase.

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 7

After drawing the service value streams, some bottlenecks are apparent. To improve this, an organization will make use of:

（A）Lean Techniques

（B）Service Design Thinking

（C）User-Centered Design

（D）Agile Development

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

Which is a technique for identifying customers that have common demands?

（A）SWOT analysis

（B）Continual improvement model

（C）Market segmentation

（D）PESTLE

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)

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

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