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Peoplecert ITIL-4-Specialist-High-velocity-IT 認定試験の出題範囲：
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質問 # 16
A development team has too much work in progress. Features are started quickly, but many remain unfinished for long periods, causing delays and confusion.
Which technique would BEST help the team improve flow?
- A. Kanban
- B. Shift-left testing
- C. Chaos engineering
- D. Service level management
正解：A
解説：
Kanban is specifically designed to improve flow by visualizing work, limiting work in progress, and helping teams identify bottlenecks. In this scenario, the problem is not lack of effort but poor flow discipline. Too much simultaneous work causes delay, context switching, and reduced throughput.
Chaos engineering is for resilience testing. Shift-left testing improves early quality control. Service level management focuses on agreed service targets. None of those addresses the core issue as directly as Kanban.
Therefore A is the best answer.
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質問 # 17
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 the BEST example of an experience metric that can be included in the SLA?
- A. Average call handling time
- B. Customer satisfaction with the helpline
- C. Total number of calls answered per day
- D. Percentage of issues resolved within the first call
正解：B
質問 # 18
A product team releases new functionality to customers every week. Although customers like the frequent updates, the organization has recently failed an internal audit because several changes could not be traced back to approved requirements and test evidence.
Which high-velocity IT objective is MOST in need of improvement?
- A. Co-created value
- B. Fast development
- C. Valuable investments
- D. Assured conformance
正解：D
解説：
This scenario shows that the organization is already achieving speed, because it releases weekly and customers appreciate the updates. However, it is failing to maintain the control, traceability, and evidence needed to satisfy governance and audit requirements. That directly points to assured conformance.
In HVIT, assured conformance means that the organization can move quickly while still meeting obligations for governance, compliance, security, quality, and risk control. The problem is not mainly about value, speed, or collaboration with customers. It is about the inability to demonstrate that work was properly governed and validated.
Therefore C is the best answer.
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質問 # 19
An organization sells products which have rapidly-changing features and functionality. The organization has always taken a traditional approach to development and deployment, aiming to deliver products with full functionality after extensive requirements analysis. The organization ' s sales and revenues have recently decreased.
Which technique would be MOST BENEFICIAL for the organization to adopt?
- A. Cost of delay
- B. Minimum viable products
- C. Return on Investment (ROI)
- D. A/B testing
正解：B
解説：
The organization is using a traditional, big-design-up-front approach in a market where features and customer expectations change quickly. That creates a high risk of slow delivery, outdated requirements, and missed market opportunities. Minimum viable products are especially beneficial here because they allow the organization to release sooner, gather feedback faster, and evolve the product based on actual user response.
A/B testing is useful, but generally after something is already in use. Cost of delay is a prioritization concept rather than the main delivery technique needed here. ROI is a financial evaluation method, not the primary operational change required.
C is best because MVPs help the organization shift from long, fully-specified delivery cycles to faster learning and earlier value realization, which is a core HVIT theme.
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質問 # 20
In service relationships, what is a benefit of identifying consumer roles
正解：
解説：
It enables stakeholder management
質問 # 21
A service provider is about to engage in a partnership with a large retailer. They will integrate the retailer ' s systems for online shopping.
How can the ' relationship management ' practice contribute to this initiative?
- A. By establishing the communication channels required to support the online shopping services
- B. By encouraging behaviours that are consistent with the shared values of both organizations
- C. By negotiating and agreeing with the retailer the service targets for the integrated systems
- D. By developing an understanding of the patterns of usage of the online shopping services
正解：B
解説：
Relationship management is concerned with establishing and nurturing links between organizations at a strategic and collaborative level. In a partnership, shared trust, aligned behaviours, and mutual understanding are essential to co-creating value successfully.
A is more closely related to service level management. B could be part of operational coordination, but it is narrower than relationship management. D relates more to analytics, service design, or business analysis. C best matches the role of relationship management in enabling healthy collaboration between organizations.
This also fits ITIL's broader view that many services depend on third parties and that effective relationships with partners and suppliers are important to practice success .
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質問 # 22
A manager often focuses on avoiding risk, and blames staff when things go wrong. The manager also does not listen to suggestions and allow experimentation. This has resulted in a lack of innovation in the manager's team, and several of the team's senior members have left the organization.
Which behaviours from safety culture would allow this manager to increase innovation and retain more staff?
1. Focus on inclusion and ignore toxic relationships
2. Treat failures as improvement opportunities
3. Encourage continual organizational learning
4. Encourage collaboration and discourage conflict
- A. 1 and 2
- B. 2 and 3
- C. 3 and 4
- D. 1 and 4
正解：B
質問 # 23
How can the ' business analysis ' practice contribute to a loosely coupled system architecture?
- A. By translating user needs into requirements for each component
- B. By aligning service levels with consumer expectations
- C. By designing how the components of the solution interact
- D. By defining the minimal viable requirements for the product
正解：A
解説：
A loosely coupled architecture depends on clarity about what each component needs to do, the boundaries between components, and how user needs are expressed as workable requirements. Business analysis contributes by translating stakeholder and user needs into requirements that can be allocated appropriately across components.
A sounds more like architecture or design responsibility. B relates more to service level management. D is helpful in product thinking, especially for MVP work, but it is broader and less specifically tied to component- level contribution.
C is best because business analysis helps ensure that requirements are correctly understood and decomposed in a way that supports modular, independent, and loosely coupled design.
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質問 # 24
A provider has researched a market opportunity, created an initial product concept, built a pilot version, and gathered feedback from early adopters.
Which stage of the digital product lifecycle is the provider MOST clearly operating in?
- A. Retire
- B. Engage
- C. Support
- D. Obtain/build
正解：D
解説：
The activities described are focused on creating and refining the product offering itself. Researching the opportunity, building a pilot, and learning from early adopters all fall within the obtain/build area of the lifecycle from the provider's perspective.
Engage is more about interactions with users and customers in consuming and supporting the offering.
Support is about ongoing service operation. Retire is about end-of-life activities. Since the scenario is centered on creating and evolving the offering before broader operational use, B is the strongest answer.
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質問 # 25
A service provider is tracking the likelihood of service failures that could affect the service consumer. What is this a measure of?
- A. Priority
- B. Risk
- C. Impact
- D. Availability
正解：B
質問 # 26
A newly-formed site reliability engineering (SRE) team is focused on increasing the resilience of IT systems.
The team is investigating tooling options that can be used to diagnose issues and automate operational responses.
Which practice would BEST help this team?
- A. Monitoring and event management
- B. Infrastructure and platform management
- C. Software development and management
- D. Service continuity management
正解：A
解説：
The scenario points directly to observability, event detection, diagnosis, and automated operational response.
These are core capabilities of monitoring and event management. This practice helps collect, analyze, correlate, and act upon information about services and infrastructure conditions.
Software development and management is broader and focused on development lifecycle activities. Service continuity management deals with major disruption preparedness and recovery. Infrastructure and platform management supports the technical environment, but it is not the best fit for detecting issues and triggering responses.
A is therefore the best answer because it most directly supports SRE-style resilience through telemetry and operational automation.
The ITIL 4 practice-guide manual also emphasizes automation and tooling as important enablers of practice effectiveness .
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質問 # 27
A service provider has recently started providing services to a new client. Surveys have shown that most of client's staff are satisfied with their experience across the user journey. However, some users are taking longer to get started because they are unaware or confused by the procedures to access and utilize the services.Which is the BEST recommendation to improve the user journey?
正解：
解説：
Improve user training materials and methods as part of the "onboarding" step
質問 # 28
A sales team is thinking of implementing a new customer relationship management (CRM) service to increase revenue and improve the customer experience. The sales manager has asked the provider of the CRM service to describe how the service will support the team's goals.
Which are the TWO BEST examples the service provider can present as evidence that value had been realized?
The sales team will be able to:
* Use data analytics to sell more products to its customers
* Send customers quick and personalized responses to enquiries
* Receive training on the basic features of the service
* Provide more frequent reports to the sales manager
- A. 2 and 3
- B. 3 and 4
- C. 1 and 2
- D. 1 and 4
正解：C
解説：
In HVIT, value is realized through outcomes that help the consumer achieve its goals, not merely through outputs or activities. Here, the goals are to increase revenue and improve customer experience. Statements 1 and 2 are the strongest evidence of those outcomes.
Using data analytics to sell more products shows a business outcome tied to revenue generation. Sending quick and personalized responses improves customer experience directly. By contrast, training on basic features is an enabling activity, not proof of realized value. More frequent reports may help management, but they do not directly demonstrate improved sales performance or customer experience.
This aligns with service value thinking in ITIL 4, where value is co-created through use and achieved outcomes rather than through the existence of the service alone .
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質問 # 29
A team is evaluating commercial software products in an effort to improve communication and collaboration within the team.
The members of the team cannot agree on the process that they should use to evaluate the products.
Which step should the team complete LAST?
正解：
解説：
Define requirements for configuring the product
質問 # 30
Which concept would MOST help to ensure that information needed to identify problems is available?
- A. Agile
- B. Safety culture
- C. Valuable investments
- D. Design thinking
正解：B
解説：
A safety culture encourages openness, reporting, learning, and the sharing of operational concerns without fear of blame. In order to identify problems effectively, organizations need people to surface incidents, near misses, weak signals, and operational risks. That only happens reliably where people feel safe to speak up.
Design thinking helps with understanding user needs. Valuable investments is an objective related to value realization. Agile supports iterative delivery, but it is not the strongest concept for ensuring candid information flow around operational issues.
A is correct because problem identification depends heavily on transparent reporting and psychological safety.
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質問 # 31
An organization is considering its options for mitigating service continuity risks in an effort to ensure resilient operations. It has determined alternative sites that are suitable for use to resume normal operations in the event of a natural disaster, established data backup capabilities and identified manual ways of working.
Which would be the BEST option this organization could consider to complete its overall risk mitigation?
- A. Ensure the physical security of the sites
- B. Ensure the availability of data
- C. Ensure the plan is clear and concise
- D. Ensure the plan is tested
正解：D
解説：
The organization has already identified alternate sites, backup capabilities, and manual workarounds. The major remaining gap is proving that these arrangements will actually work when needed. The best next step is to test the continuity plan.
A plan can look good on paper and still fail under real conditions. Testing validates roles, dependencies, timing, recovery assumptions, communication paths, and the practical usability of backup and recovery methods. In HVIT, resilient operations depend on evidence-based confidence, not just documented intentions.
A is useful but insufficient. B appears partly addressed already through backup capabilities. D may matter, but it does not complete the continuity capability in the way testing does. So C is the strongest answer.
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質問 # 32
A service provider is launching a new service to a very large number of users. The majority of users are familiar with social media and online support.
Which is the BEST solution for providing user support in this case?
- A. Increase the number of service desk agents to handle user queries
- B. Set up a dedicated email support channel for users
- C. Provide a range of self-service options as the preferred method with the service desk phone support as back-up
- D. Train users extensively before launching the service
正解：C
質問 # 33
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