合格できるITIL ITIL 4 Managing Professional Transition試験最速合格保証最近更新されたPassTest問題集！
合格できるITIL-4-Transition試験の98問題で最適なPassTest出題問題
ITIL 4マネージングプロフェッショナルトランジション認定試験に備えるために、ITプロフェッショナルは、認定されたITILトレーニングプログラムに登録することを検討する必要があります。これらのプログラムは、最新のITIL 4コンセプトとベストプラクティスに関する包括的なトレーニングを提供し、プロフェッショナルが自信を持って試験に備えるのに役立ちます。さらに、ITプロフェッショナルは、練習問題やその他の学習教材を活用して、試験の形式に慣れ、追加のサポートが必要な分野を特定することができます。適切な準備と献身により、ITプロフェッショナルは、ITサービス管理分野でキャリアを進めるために、ITIL 4マネージングプロフェッショナルトランジション認定を成功裏に取得できます。
ITIL ITIL-4-Transition試験の資格を得るには、ITの専門家はITIL V3 Foundation認定を達成し、ITIL V3認定スキームから少なくとも17単位を完了したに違いありません。クレジットは、ITIL V3中間またはITIL V3サービスライフサイクルモジュールからのものでなければなりません。さらに、候補者は、認定されたITIL V3 FoundationコースまたはITIL V3 Foundation Bridgeコースを完了している必要があります。
質問 # 35
A good way to apply the ITIL guiding principle "keep it simple and practical" is to:
- A. Adopt a practice which is easy to follow
- B. Communicate so that the audience will hear
- C. Re-use nothing from the current state
- D. Understand that fast does not mean incomplete
正解：A
解説：
Comprehensive Explanation:
The guiding principle Keep it simple and practical advises:
* Use the minimum number of steps required.
* Eliminate unnecessary complexity.
* Choose simple, easy-to-follow solutions whenever possible.
Option C aligns directly with this: adopting a simple, easy-to-use practice reflects the core idea of keeping things simple and practical.
質問 # 36
A customer is retiring a service and has terminated the contract for the service with the service provider. The service provider will continue to deliver other services to the customer. Which should the service provider include in the plans to off board the service?
- A. Providing information to users about how to contact the service desk
- B. Creating training schedules for users on how to use the service
- C. Ensuring that user access rights are revoked for all services
- D. Identifying and making request for outstanding payments for the service
正解：D
質問 # 37
What ensures that service providers and service consumers continue to create value together?
- A. Service offerings
- B. Service level management
- C. Service relationship management
- D. Service consumption
正解：C
解説：
Comprehensive and Detailed Explanation From Exact Extract of ITIL 4 Managing Professional Transition:
ITIL 4 defines service relationship management as:
"Joint activities performed by a service provider and a service consumer to ensure continual value co- creation." It includes all interactions between provider and consumer, such as:
* Service provisioning
* Service consumption
* Relationship-building activities
Thus, Option D is the exact ITIL 4 answer.
質問 # 38
Which statement is CORRECT when considering a transformation to high velocity IT?
- A. All organizations benefit from high velocity
- B. High-velocity IT should be applied throughout the organization
- C. Customer-facing systems should be excluded from the change
- D. High performance is usually part of the change
正解：D
質問 # 39
A software development team is intending to develop many new applications and services. They will need contributions from various practices to achieve this. How should these activities be combined?
- A. A value stream should be designed to include activities from all practices that are needed
- B. Each pratice should define the outputs it will produce and the required inputs it needs to succeed
- C. The software development manager should define requirements for all practices and ensure that they contribute to the over all service
- D. Practices should operate as suppliers to each other, using guidance form the 'supplier management' practice
正解：A
解説：
Explanation
A value stream is a way of describing how an organization responds to specific types of demand and opportunity, by combining and integrating various activities from different practices. A value stream is based on the service value chain, which is a flexible operating model that outlines the key activities required to facilitate value creation through the delivery and management of products and services. The service value chain consists of six activities: plan, improve, engage, design and transition, obtain/build, and deliver and support. Each activity can be supported by one or more practices, which are sets of organizational resources and capabilities that help perform work or accomplish an objective. By designing a value stream that includes activities from all practices that are needed, the software development team can ensure that they are creating value for their customers and users, as well as capturing value for themselves and other stakeholders. A value stream also helps to optimize the use of resources, eliminate waste, and improve efficiency and effectiveness.
References:
ITIL 4 Foundation: ITIL 4 Edition, section 4.2.1
ITIL 4 Value System: Chain and Stream Differences | SysAid, section "Value Streams"
質問 # 40
Which statement about the purpose of the Monitoring and Event Management practice is TRUE?
- A. Minimize the negative impact of incidents by restoring normal service operation as quickly as possible
- B. Maximize the number of successful changes by ensuring risks have been properly assessed
- C. Support the agreed quality of a service by handling pre-defined service requests
- D. Systematically observe services and service components and record and report selected changes of state identified as events
正解：D
解説：
Comprehensive Explanation:
ITIL defines Monitoring and Event Management as:
The practice that systematically observes services and components, identifies changes of state, and records
/reports them as events.
This description matches Option C exactly.
質問 # 41
Which can act as an operating model for an organization?
- A. The four dimensions of service management
- B. The ITIL guiding principles
- C. The service value chain
- D. Continual improvement
正解：C
質問 # 42
An organization supports the users of its services using a tiered structure. There are many specialists in the second- and third-line resolution teams who have worked for the organization for a long time. The organization is in the process of deploying many changes to services. This is likely to result in a large number of complex incidents. In addition, there are long backlogs of work for the second and third-line resolution teams to complete.
Which is the BEST approach or technique to resolve this situation?
- A. An information model
- B. Swarming
- C. Service integration and management
- D. Machine learning
正解：B
質問 # 43
Which BEST describes the primary role of a governing body?
- A. To annually review and approval of IT projects to maximize business value
- B. To establish and regularly review the effectiveness of risk management and internal controls
- C. To develop and regularly review IT measures and metrics
- D. To establish and regularly review the goals cascade throughout the organization
正解：D
解説：
Explanation
According to ITIL 4, the primary role of a governing body is to evaluate, direct, and monitor the organization's activities, including its service management. One of the key activities of the governing body is to establish and regularly review the goals cascade throughout the organization, which is a mechanism to align the objectives and activities of different levels of the organization with the overall vision and mission. The goals cascade helps to ensure that the organization is delivering value to its stakeholders and customers, and that the service management practices are aligned with the strategic direction and governance framework.
Therefore, the best answer is A. To establish and regularly review the goals cascade throughout the organization. The other options are not the primary role of a governing body, but rather some of the possible activities or responsibilities that the governing body may delegate or oversee. For example, option B. To develop and regularly review IT measures and metrics, may be part of the monitoring activity of the governing body, but it is not the main purpose of its role. Option C. To annually review and approval of IT projects to maximize business value, may be part of the directing activity of the governing body, but it is not the only or the most frequent task that it performs. Option D. To establish and regularly review the effectiveness of risk management and internal controls, may be part of the evaluating activity of the governing body, but it is not the core function of its role. References:
Chapter 9: The SVS: Governance - ITIL 4 Essentials: Your essential ...1 Building governance, risk and compliance with ITIL 4 | Axelos2 Roles and Responsibilities in ITIL and ITSM | ITIL 4 Role Types3
質問 # 44
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. Review skills and competencies of user support staff to ensure they have the required capability
- B. Encourage teams to collaborate so they can focus on value for users
- C. Use value stream mapping to help understand the end-to-end flow of user support
- D. Improve the integration of tools to ensure there are no gaps between processes
正解：C
解説：
Explanation
Value stream mapping is a lean tool that documents the step-by-step processes required to bring a product or service to market. It helps visualize, analyze, and improve all the steps involved by identifying waste and reducing process cycle times. The ultimate goal of VSM is to create more value for customers while improving overall efficiency1. An organization that receives a high volume of calls from users complaining that their issues are not being resolved efficiently should use value stream mapping to help understand the end-to-end flow of user support. By laying out each step in detail within the user support process, VSM helps the organization better understand and more easily identify optimization opportunities. VSM also helps the organization see more than waste in their user support process, including the sources of waste, the value-adding and non-value-adding activities, the material and information flow, and the decisions that affect the flow2. Using value stream mapping, the organization can create a current state map that shows the actual condition of the user support process, and a future state map that shows the target image of how the user support process should work after making improvements. VSM also forms the basis of an implementation plan, a blueprint for improvement, that helps the organization design how the whole user supportprocess should operate2. Therefore, using value stream mapping is the first step the organization should take to start to improve the situation. References:
Understanding the Fundamentals of Value-Stream Mapping
Value stream mapping: Examples, process, template, and symbols
質問 # 45
Which is included in onboarding?
1. Negotiating service targets with customers
2. Building awareness of the new consumer
3. Ensuring resources are prepared for service provision
4. Designing the service components and infrastructure
- A. 2 and 3
- B. 3 and 4
- C. 1 and 2
- D. 1 and 4
正解：A
解説：
Explanation
Onboarding is one of the six activities in the service value chain, which is the set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers and other stakeholders1. Onboarding involves providing the consumer with the agreed service and ensuring that they can use it as intended1. This includes building awareness of the new consumer, such as informing them about theservice features, benefits, and costs, as well as ensuring resources are prepared for service provision, such as allocating staff, equipment, and facilities2. Negotiating service targets with customers is part of the engage activity, which involves understanding the needs and expectations of the stakeholders and establishing agreements on how to meet them1. Designing the service components and infrastructure is part of the design and transition activity, which involves ensuring that products and services continually meet stakeholder expectations for quality, costs, and time to market1. References:
ITIL 4 Foundation: Service Value Chain
Transforming customer journeys with ITIL 4 DSV
質問 # 46
Which charging mechanism could cause the price of a service to change depending on the time of day?
- A. Cost plus
- B. Market price
- C. Differential charging
- D. Cost
正解：C
質問 # 47
Which two stakeholders co-create value in the service relationship?
- A. The consumer and provider
- B. The investor and supplier
- C. The provider and supplier
- D. The investor and consumer
正解：A
解説：
Explanation
According to ITIL 4, value is co-created by two stakeholders in the service relationship: the consumer and the provider. The consumer is the person or organization that defines the requirements for a service and takes responsibility for the outcomes of service consumption. The provider is the person or organization that provides services to consumers. Value is co-created when the consumer and the provider collaborate and communicate to ensure that the service meets the consumer's needs, expectations, and outcomes. Value is not delivered by the provider alone, but rather emerges from the interactions between the provider and the consumer. The other options are not correct, as they do not involve the consumer and the provider. The supplier is a person or organization that provides goods or services to the provider, but does not directly co-create value with the consumer. The investor is a person or organization that provides funding or resources for the provider, but does not directly co-create value with the consumer. References:
ITIL 4 and value co-creation | Axelos1
ITIL 4 - from creating value to co-creating value | Axelos2
What is co-creation in ITIL 4? - QRP International - Belgium3
Deriving Value Through Cocreation: ITIL And Other Best Practices Frameworks4
質問 # 48
Which BEST describes the primary role of a governing body?
- A. To annually review and approval of IT projects to maximize business value
- B. To establish and regularly review the effectiveness of risk management and internal controls
- C. To develop and regularly review IT measures and metrics
- D. To establish and regularly review the goals cascade throughout the organization
正解：D
解説：
According to ITIL 4, the primary role of a governing body is to evaluate, direct, and monitor the organization' s activities, including its service management. One of the key activities of the governing body is to establish and regularly review the goals cascade throughout the organization, which is a mechanism to align the objectives and activities of different levels of the organization with the overall vision and mission. The goals cascade helps to ensure that the organization is delivering value to its stakeholders and customers, and that the service management practices are aligned with the strategic direction and governance framework. Therefore, the best answer is A. To establish and regularly review the goals cascade throughout the organization. The other options are not the primary role of a governing body, but rather some of the possible activities or responsibilities that the governing body may delegate or oversee. For example, option B. To develop and regularly review IT measures and metrics, may be part of the monitoring activity of the governing body, but it is not the main purpose of its role. Option C. To annually review and approval of IT projects to maximize business value, may be part of the directing activity of the governing body, but it is not the only or the most frequent task that it performs. Option D. To establish and regularly review the effectiveness of risk management and internal controls, may be part of the evaluating activity of the governing body, but it is not the core function of its role. References:
* Chapter 9: The SVS: Governance - ITIL 4 Essentials: Your essential ...1
* Building governance, risk and compliance with ITIL 4 | Axelos2
* Roles and Responsibilities in ITIL and ITSM | ITIL 4 Role Types3
質問 # 49
An organization is undergoing a significant cultural change as a result of introducing Agile and DevOps practices.
How can managers use Toyota Kata to help employees adjust to these different ways of working?
- A. By making hard decisions for the teams and providing step-by-step guidance
- B. By encouraging widespread changes that involve the teams starting from scratch
- C. By creating detailed plans that predetermine how to approach large changes
- D. By encouraging the practicing of routines to unlearn old habits and learn new ones
正解：D
質問 # 50
What do design thinking and service-dominant logic have in common?
- A. Both focus solely on the needs and problems of the consumers
- B. Both involve collaborating with customers to ensure their needs are met
- C. Both require clearly defined requirements and acceptance criteria
- D. Both focus on product functionality and on building new features
正解：B
解説：
Explanation
Design thinking and service-dominant logic have in common that both involve collaborating with customers to ensure their needs are met. Design thinking is a human-centered approach to problem solving that emphasizes empathy, creativity, and experimentation. Service-dominant logic is a framework for understanding value creation, which focuses on the exchange of services between two or more entities. Both concepts share the following principles:
Value is co-created by the provider and the customer in the context of use. The provider does not deliver value, but rather offers value propositions that the customer can accept or reject. The customer is an active participant in the value creation process, not a passive recipient of goods or services.
The customer is the ultimate judge of value. The provider cannot determine the value of the offering in advance, but rather has to understand the customer's needs, preferences, and expectations. The provider has to engage with the customer in an ongoing dialogue and feedback loop to ensure that the offering meets or exceeds the customer's expectations.
The offering is a holistic solution that integrates goods, services, and experiences. The provider does not differentiate between tangible and intangible products, but rather offers a complete solution that addresses the customer's problem or opportunity. The provider has to design the offering in a way that delivers a positive customer experience and enhances the customer's well-being. References:
Exploring Overlaps and Differences in Service Dominant Logic and Design Thinking Service-Dominant Logic: Key Principles and History Service-Dominant Logic and How It Reframes Our Business Operations The New Paradigm: H2H Marketing
質問 # 51
A service provider is planning a major change to its services and the way it delivers them. The project will include many changes to the working practices of staff. The service provider expects resistance to these changes and would like to manage communication in a sensitive way. Which is the MOST appropriate approach?
- A. Send an email to the affected staff and ensure that as much detail as possible is included to promote transparency
- B. Use instant messaging for both communicating and receiving feedback to ensure a quick response for all affected staff.
- C. Use a mix of communication methods and ensure that a feedback mechanism is included that allows anonymity to be retained if desired
- D. Use a mix of communication methods and ensure that any feedback received is shared openly on a public forum to promote visibility
正解：C
解説：
The most appropriate approach for the service provider is to use a mix of communication methods and ensure that a feedback mechanism is included that allows anonymity to be retained if desired. This is because the service provider expects resistance to the changes and would like to manage communication in a sensitive way. By using a mix of communication methods, the service provider can reach a wider audience and cater to different preferences and needs of the staff. By ensuring that a feedback mechanism is included, the service provider can collect valuable input from the staff and address any concerns or issues that may arise. By allowing anonymity to be retained if desired, the service provider can encourage honest and candid feedback from the staff and avoid any fear of retaliation or negative consequences. This approach is aligned with the ITIL guiding principles of collaborate and promote visibility, keep it simple and practical, and optimize and automate12. It also follows the ITIL best practices for effective communication, such as communication is a two-way process, timing and frequency matter, and there is no single method of communication that works for everyone34. References:
* The 7 Guiding Principles of ITIL 4 - IFS Blog1
* The 7 Guiding Principles of ITIL 4: Practical Advice to Help You Make Decisions2
* Using ITIL's concepts: 5 principles of good communication3
* Importance of IT Communications in ITIL Implementation - Invensis Learning4
質問 # 52
What is the MOST LIKELY reason for an organization to delay a transformation to high velocity?
- A. The organization needs to maintain high levels of information security
- B. The organization is not ready for a cultural change
- C. The organization is facing rapidly changing customer needs
- D. The organization needs high levels of IT service availability
正解：B
解説：
Explanation
The most likely reason for an organization to delay a transformation to high velocity is that the organization is not ready for a cultural change. High velocity IT requires a significant shift in the mindset, values, and behaviors of the organization and its people, as well as the adoption of new ways of working, such as agile, lean, and DevOps. These changes can be challenging and disruptive for some organizations, especially those that have a traditional, hierarchical, or siloed culture. Therefore, the organization may need to assess its readiness and willingness for a cultural change before embarking on a transformation to high velocity IT. This reason is supported by the following references:
ITIL 4 Specialist: High-velocity IT explores the ways in which digital organizations and digital operating models function in high velocity environments1 ITIL 4 High-velocity IT: the digital enterprise2 ITIL4 Specialist: High Velocity IT3
質問 # 53
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 one value stream for each team, to allow the teams to focus on their different objectives
- B. Create separate value streams for every project phase, to ensure that each milestone is achieved in a Agile manner
- C. Create one value stream for the entire project, to enable and end-to-end, holistic vision of the service
- D. Create separate value streams for practices, people, tools and suppliers, to ensure that 'four dimensions' are considered equally
正解：C
解説：
Explanation
The organization should follow the approach of creating one value stream for the entire project, to enable an end-to-end, holistic vision of the service. A value stream is a series of steps that an organization undertakes to create and deliver products and services to consumers. A value stream should cover the whole service value chain, from the demand to the value delivery. Creating one value stream for the entire project helps to ensure that the service is aligned with the customer needs, expectations, and outcomes, and that the value is co-created by the provider and the consumer. Creating one value stream also helps to identify the value, waste, and opportunities for improvement in each step, and to optimize the service delivery process. The other options are not correct, as they would result in fragmented, incomplete, or inconsistent value streams. Creating separate value streams for practices, people, tools and suppliers would not consider the 'four dimensions' equally, but rather isolate them from each other. Creating separate value streams for every project phase would not ensure that each milestone is achieved in an Agile manner, but rather create gaps and delays between the phases. Creating one value stream for each team would not allow the teams to focus on their different objectives, but rather create silos and conflicts among the teams. References:
ITIL 4 & swarming - finding the right people & process | Axelos1
Swarming vs Tiered Support Models Explained - BMC Software2
What ITSM Practitioners Need to Know About Value Stream Mapping3
ITIL 4 Value Streams: do the right things for customer | Axelos4
質問 # 54
In service relationships what is a benefit of identifying consumer roles?
- A. It provides shared service expectations
- B. It enables effective stakeholder management
- C. It enables a common definition of value
- D. It removes constraints from the customer
正解：B
解説：
Explanation
Identifying consumer roles in service relationships is a benefit because it helps the service provider to understand the needs, expectations, and responsibilities of each type of consumer. This enables effective stakeholder management, which is the process of identifying, analyzing, planning, and communicating with the people or groups involved in or affected by a service. By knowing the consumer roles, the service provider can tailor the service offerings, agreements, and interactions to suit each role and create value for them. For example, the service provider can communicate with the customer (the person who defines the requirements and pays for the service) about the service strategy and value proposition, while communicating with the user (the person who uses the service) about the service features and feedback. The sponsor (the person who authorizes the budget and supports the service) can also be involved in the decision-making and governance of the service. By identifying and managing the consumer roles, the service provider can build trust, collaboration, and alignment with the consumers and deliver better service outcomes. References: 1, 2, 3
質問 # 55
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