• ホーム
  • ブログ
  • [Q16-Q37] ITIL-4-Transition日本語無料更新100%試験合格率保証 [2026]

[Q16-Q37] ITIL-4-Transition日本語無料更新100%試験合格率保証 [2026]

Share

ITIL-4-Transition日本語無料更新100%試験合格率保証 [2026]

[2026年05月] 認証されたITIL試験問題集でITIL-4-Transition日本語試験学習ガイド

質問 # 16
製品が利害関係者の品質に対する期待を確実に満たすことを保証するバリュー チェーン活動はどれですか?

  • A. 計画
  • B. 設計と移行
  • C. 取得/ビルド
  • D. エンゲージ

正解：B

解説：
Explanation
The value chain activity that ensures that products and services continually meet stakeholder expectations for quality, costs and time to market is design and transition. This activity involves the following steps12:
Defining the requirements and specifications of the products and services based on the demand and feedback from the customers and other stakeholders.
Designing the products and services according to the requirements and specifications, as well as the best practices and standards of the organization and the industry.
Developing and testing the products and services to ensure that they meet the quality criteria and the expected outcomes.
Deploying and releasing the products and services to the customers and users, ensuring that they are ready for use and operation.
Validating and evaluating the products and services to ensure that they deliver the intended value and meet the stakeholder expectations.
Transitioning the products and services from the development stage to the operational stage, ensuring that they are integrated with the existing processes, systems and resources of the organization.
References: 1: ITIL 4 Create, Deliver and Support, AXELOS, 2019, p. 23-24 2: Value Chain Activity:
Design & Transition - Altervista, 3


質問 # 17
オンボーディングにはどれが含まれますか?
1. お客様とのサービス目標の交渉
2. 新しい消費者の意識を高める
3. サービス提供のためのリソースの確保
4. サービス コンポーネントとインフラストラクチャの設計

  • A. 1 と 4
  • B. 3 と 4
  • C. 2 と 3
  • D. 1 と 2

正解：C

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 # 18
サービスが顧客のニーズを満たしているかを検証するためのレビューを実施するのはどの機関ですか?

  • A. サービスデスク
  • B. 変更の有効化
  • C. サービスレベル管理
  • D. 監視とイベント管理

正解：C

解説：
Comprehensive Explanation:
Service level management is responsible for:
* Ensuring services meet agreed service levels
* Conducting service reviews with customers
* Verifying that services continue to meet customer needs
Therefore, Option B is correct.


質問 # 19
組織の顧客はこれまで、そのサービスの機能とパフォーマンスに満足してきました。しかし最近、組織はサービスのパフォーマンスと、販売やカスタマーサポートなどの分野の両方について苦情を受けるようになりました。組織はこれらの苦情に対処するために必要な情報を収集するにはどうすればよいでしょうか?

  • A. 顧客サービスのパフォーマンス指標を収集し、SLA にマッピングする
  • B. サービス レビューからのフィードバックを使用して価値の実現を評価します
  • C. サービス対話後の満足度調査の実施
  • D. カスタマー エクスペリエンスとサービス レベルの指標を収集する

正解：D


質問 # 20
IT 部門は、機能要件を満たすサービスを迅速に開発できます。しかし、これらのサービスに対する全体的な満足度は低いです。
IT 部門が直面する問題に対処しながら、新しいサービスの開発に取り掛かるための最良の方法はどれですか?

  • A. サービスの実装を成功させるために、できるだけ早く上級管理職を関与させて要件を定義し、「組織の変更管理」を支援します。
  • B. 顧客の期待に応える方法でサービスを提供するために必要な領域に優先順位を付けて、IT チームの能力を評価し、改善します。
  • C. 顧客の意図する目標と期待を明確に理解し、それぞれを最初から最後まで追跡して、サービスが必要な結果を確実にサポートするようにします。
  • D. システム要件の明確なセットを作成し、それぞれを最初から最後まで追跡して、提供されるサービスが規定の要件を満たしていることを確認します。

正解：C

解説：
Explanation
The best way to start working on developing new services while addressing the issues faced by the IT department is to develop a clear understanding of the customers' intended goals and expectations, and track each of them from start to finish to ensure that the service supports the required outcomes. This is because ITIL 4 emphasizes the importance of co-creating value with customers and focusing on the outcomes that they need and want, rather than just the outputs that the service provider delivers1. By understanding the customers' goals and expectations, the IT department can design and deliver services that are aligned with the customer's needs, preferences, and context, and that provide value for both parties2. Moreover, by tracking the customers' goals and expectations throughout the service lifecycle, the IT department can ensure that the service remains relevant, effective, and efficient, and that any changes or improvements are based on customer feedback and satisfaction3.
Developing a clear set of system requirements and tracking each of them from start to finish to ensure that the delivered service meets the stated requirements (option A) is not the best way to start working on developing new services, because it focuses on the functional aspects of the service, rather than the outcomes that the customer values. System requirements are the specifications of what the service should do, but they do not necessarily reflect the customer's needs, wants, and context. Therefore, a service that meets the system requirements may not meet the customer's expectations or provide value for them4.
Involve senior management as early as possible to define requirements and help with 'organizational change management' to ensure successful implementation of the service (option C) is not the best way to start working on developing new services, because it does not involve the customer in the service design and delivery process. Senior management may have a different perspective and agenda than the customer,and may not fully understand the customer's goals and expectations. Therefore, involving senior management alone may not result in a service that meets the customer's needs or provides value for them. Moreover, organizational change management is a process that helps the organization adapt to changes in the internal or external environment, but it does not necessarily address the issues faced by the IT department in developing new services.
Assess and improve capabilities of IT teams prioritizing areas that are required to deliver the service in a way that meets customer expectations (option D) is not the best way to start working on developing new services, because it assumes that the IT department already knows what the customer expects from the service.
However, without developing a clear understanding of the customer's goals and expectations, the IT department may not be able to identify the areas that need improvement or the capabilities that are required to deliver the service in a way that meets customer expectations. Therefore, assessing and improving capabilities of IT teams is a secondary step that should follow after developing a clear understanding of the customer's goals and expectations.
Therefore, the best way to start working on developing new services while addressing the issues faced by the IT department is to develop a clear understanding of the customers' intended goals and expectations, and track each of them from start to finish to ensure that the service supports the required outcomes.
References: 1: ITIL 4 Foundation, page 4 2: ITIL 4 Foundation, page 6 3: ITIL 4 Foundation, page 8 4: ITIL 4 Foundation, page 9 : ITIL 4 Foundation, page 10 : ITIL 4 Foundation, page 11 : ITIL 4 Foundation, page 12


質問 # 21
サービス サポート エージェントは、不満を抱いたユーザーからの電話に応じてサポート アクションを調整します。この動作を説明する概念はどれですか?

  • A. 従業員満足度管理
  • B. ポジティブなコミュニケーション
  • C. 顧客志向
  • D. チーム文化

正解：C


質問 # 22
組織は、顧客とのやり取りを大幅に改善する新しいテクノロジを実装しています。
この状況を最もよく表している用語はどれですか?

  • A. デジタル組織
  • B. IT トランスフォーメーション
  • C. デジタルトランスフォーメーション
  • D. 高速 IT

正解：C

解説：
Explanation
Digital transformation is the process of using digital technologies to create new or modify existing business processes, culture, and customer experiences to meet changing business and market requirements1. It is not just about implementing new technology, but also about changing the way an organization operates and delivers value to its customers. High velocity IT is one of the four dimensions of service management in ITIL
4, which refers to the rapid delivery and operation of IT-enabled products and services that can continuously evolve2. Digital organization and IT transformation are not specific terms defined in ITIL 4, but they could be related to digital transformation in some contexts. References:
ITIL 4 and Digital Transformation
[ITIL 4 Foundation: High Velocity IT]


質問 # 23
破壊的なイベントがデジタル製品に影響を与えた場合に、組織がビジネス サービスを提供し続ける能力を考慮する高速 IT の目標はどれですか?

  • A. 迅速な開発
  • B. 適合保証
  • C. 価値のある投資
  • D. 回復力のある操作

正解：D

解説：
Resilient operations is the high velocity IT objective that considers an organization's ability to continue providing business services when disruptive events affect its digital products. Resilient operations ensure the availability, reliability, and performance of the digital products and services, as well as the ability to recover quickly from failures and incidents. Resilient operations also involve proactive practices such as technical debt management, chaos engineering, and site reliability engineering, which aim to improve the quality and resilience of the digital solutions. References:
* ITIL 4 High-velocity IT (HVIT) - Your companion to the ITIL 4 Managing Professional HVIT certification, Chapter 7: Ensuring resilient operations
* ITIL 4 Specialist: High-Velocity IT Training, Course Outline, Module 2: The digital product lifecycle


質問 # 24
ある企業が、IT が新しいシステムをサポートする方法を変えた新しいグローバル ライン オブ ビジネスを開始しました。必要な変更に関する双方向のコミュニケーションが緊急に必要であることを認識した IT マネージャーは、スタッフ ミーティングで議題を決めるよりも、フィードバックを得るためのより良い方法を見つけようとしています。
効果的なフィードバック チャネルを確立するための最良のアプローチはどれですか?

  • A. 明確かつ一貫して変化を伝える印刷された週刊ニュースレターを発行する
  • B. 個々のチームが社内でどのようにコミュニケーションしているかを調査し、最も一般的なコラボレーション ツールを使用してフィードバックを収集します。
  • C. スタッフとの双方向のコミュニケーションを促進するためのコラボレーション ツールを選択して実装するプロジェクトを開始します。
  • D. スタッフがアポなしで立ち寄って、懸念事項を話し合うことを奨励するオフィスアワーを設定します。

正解：C


質問 # 25
サービスプロバイダーの観点から、デジタル製品のライフサイクルはどのように始まりますか?

  • A. 価値共創で
  • B. 市場機会の探索
  • C. オンボード mg の顧客と一緒に
  • D. 顧客のオフボーディングに伴い

正解：B

解説：
Explanation
According to ITIL 4, the digital product lifecycle is a model that describes how digital products are created, delivered, and operated. The digital product lifecycle starts with the exploration of market opportunities, where the service provider identifies the needs and expectations of potential customers and stakeholders, and evaluates the feasibility and viability of creating a digital product that can meet those needs and expectations.
The exploration phase involves activities such as market research, customersegmentation, value proposition design, prototyping, and testing. The exploration phase aims to validate the problem-solution fit and the product-market fit of the digital product idea, and to generate feedback and insights that can inform the subsequent phases of the digital product lifecycle. References:
Digital product lifecycle: more speed, less chaos | Axelos
ITIL 4 High-velocity IT (HVIT) - Your companion to the ITIL 4 Managing Professional HVIT certification


質問 # 26
組織は、階層構造を使用してサービスのユーザーをサポートします。2 次および 3 次の問題解決チームには、長い間組織で働いてきた多くのスペシャリストがいます。組織は、サービスに多くの変更を展開している最中です。これにより、多数の複雑なインシデントが発生する可能性があります。さらに、第 2 および第 3 の解決チームが完了しなければならない長い未処理の作業があります。
この状況を解決するための最良のアプローチまたは手法はどれですか?

  • A. サービスの統合と管理
  • B. 機械学習
  • C. 情報モデル
  • D. スウォーミング

正解：D


質問 # 27
ITIL の基本原則を考慮すべき 2 つの状況はどれですか?
1. あらゆる取り組みにおいて
2. ステークホルダーとのあらゆる関係において
3. 原則が関連する特定の取り組みのみ
4. 原則が関連する特定の利害関係者関係のみ

  • A. 2 と 3
  • B. 1 と 4
  • C. 3 と 4
  • D. 1 と 2

正解：D


質問 # 28
ITIL の基本原則を考慮すべき 2 つの状況はどれですか?
1. あらゆる取り組みにおいて
2. ステークホルダーとのあらゆる関係において
3. 原則が関連する特定の取り組みのみ
4. 原則が関連する特定の利害関係者関係のみ

  • A. 2 と 3
  • B. 1 と 4
  • C. 3 と 4
  • D. 1 と 2

正解：B

解説：
An 'outside in' approach is one that focuses on the customer perspective and value, rather than the internal processes and governance of the IT organization. According to ITIL 4, this approach helps to co-create value with customers and users, and align the IT services with the business strategy and outcomes. Therefore, conducting customer and user satisfaction surveys to gather feedback on how customers and users perceive the support of IT services is an example of an 'outside in' approach, as it helps to understand the customer needs, expectations, and experiences. The other options are examples of an 'inside out' approach, as they focus on the internal aspects of the IT organization, such as the suppliers, the technical teams, and the software tools, rather than the customer value and outcomes. References:
* ITIL and Value: Co-Creating Value in Organisations with ITIL 41
* Using ITIL to move to a service culture2
* ITIL 4 Managing Professional Transition Module
* ITIL 4 Managing Professional Transition Module - Courseware


質問 # 29
インシデント管理に臨時チームの協力が必要になる最も可能性の高い理由は何ですか?

  • A. 顧客とユーザーにタイムリーなアップデートを提供する
  • B. インシデントをサプライヤーまたはパートナーにエスカレーションする
  • C. ユーザーがセルフヘルプで自分のインシデントを解決できるように
  • D. 複雑な、あるいは重大なインシデントを解決する

正解：D

解説：
Comprehensive Explanation:
Major or highly complex incidents may require:
* Specialists from multiple teams
* Rapid collaboration
* Focused effort to restore service quickly
In ITIL this is often called a "major incident team."
Thus, Option C is correct.


質問 # 30
計画とリスクの関係を最もよく表しているのはどれですか?

  • A. 計画は何を達成する必要があるかに焦点を当て、リスク管理は作業の実行方法の一部です
  • B. 計画は常にリスクとその軽減方法を考慮する必要があります
  • C. 計画は高レベルの機能であり、リスク管理は戦術的な活動です
  • D. リスク管理は、専任のリスク管理者の独占的な領域です

正解：B

解説：
The correct answer is B because planning is the process of defining and organizing the activities and resources needed to achieve the objectives of a service or product. Planning should always consider the risks that may affect the delivery of value, and how to mitigate them. Risk management is the practice of identifying, analyzing, evaluating, and treating uncertainties that could prevent the achievement of goals or objectives. Risk management is an integral part of planning, as well as other service management practices, such as governance, continual improvement, and change control.
The other options are not correct because they do not describe the relationship between planning and risk accurately. Option A is wrong because planning and risk management are both strategic and tactical functions, depending on the scope and level of detail. Option C is wrong because planning does not only focus on what needs to be accomplished, but also how, when, who, and why. Risk management is not just part of how work is to be performed, but also why and what. Option D is wrong because risk management is not the exclusive domain of dedicated risk managers, but a shared responsibility of all stakeholders involved in service management.
:
ITIL 4 Managing Professional Transition Module Sample Paper - English, Question 2, Page 5 ITIL 4 Managing Professional: Transition Module | Axelos, Section "What is the ITIL 4 Managing Professional Transition Module?", Paragraph 3 ITIL 4 Managing Professional Transition Course Online - Simplilearn, Section "Course Overview", Paragraph 2
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.1, Page 54
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.2, Page 55
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.3, Page 56
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.4, Page 57
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.5, Page 58
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.6, Page 59
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.7, Page 60
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.8, Page 61
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.9, Page 62
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.10, Page 63
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.11, Page 64
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.12, Page 65
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.13, Page 66
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.14, Page 67
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.15, Page 68
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.16, Page 69
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.17, Page 70
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.18, Page 71
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.19, Page 72
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.20, Page 73
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.21, Page 74
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.22, Page 75
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.23, Page 76
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.24, Page 77
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.25, Page 78
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.26, Page 79
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.27, Page 80
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.28, Page 81
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.29, Page 82
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.30, Page 83
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.31, Page 84
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.32, Page 85
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.33, Page 86
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.34, Page 87
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.35, Page 88
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.36, Page 89
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.37, Page 90
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.38, Page 91
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.39, Page 92
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.40, Page 93
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.41, Page 94
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.42, Page 95
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.43, Page 96
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.44, Page 97
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.45, Page 98
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.46, Page 99
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.47, Page 100
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.48, Page 101
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.49, Page 102
[ITIL 4 Foundation: ITIL 4 Edition], Chapter 4, Section 4.2.50,


質問 # 31
最も多くの人がサイロを打破し、矛盾する目標を排除するのに役立つ基本原則はどれですか?

  • A. コラボレーションして可視性を促進する
  • B. 最適化と自動化
  • C. 今いるところから始めましょう
  • D. フィードバックを受けながら繰り返し進歩する

正解：A


質問 # 32
ユーザーとは何ですか?

  • A. サービスを使用するロール
  • B. 組織を指揮し、管理する役割
  • C. サービスの要件を定義する役割
  • D. サービス消費の予算を承認する役割

正解：A

解説：
Comprehensive and Detailed Explanation From Exact Extract of ITIL 4 Managing Professional Transition:
According to ITIL 4, a user is defined as "a person who uses services."
* Users are distinct from customers or sponsors.
* A customer is the person who defines the requirements for a service and takes responsibility for outcomes.
* A sponsor is the role that authorizes the budget for service consumption.Therefore, the role that uses the service is referred to as a user, making Option B correct.


質問 # 33
多くのスタッフを抱える大手サービス プロバイダーは、顧客と関係を築き、10 年間の契約に合意しました。両組織は自由に情報を共有し、要求に応えてきました。
関係を維持する上で脅威になる可能性が最も高いのはどれですか?

  • A. 顧客に影響を与えるサービス プロバイダーのアクションを説明していない
  • B. サービス提供者と顧客スタッフの変更
  • C. コミュニケーションをタイムリーに処理できない
  • D. 顧客とサービス プロバイダー間の対話のスケジューリング

正解：A

解説：
Explanation
The correct answer is C because failing to explain service provider actions that impact the customer can erode the trust and transparency that are essential for maintaining a long-term relationship. If the service provider does not communicate the reasons and consequences of their actions, the customer may feel ignored, misled, or dissatisfied. This can lead to conflicts, complaints, or even termination of the contract.
The other options are not as likely to be a threat to the relationship as option C. Scheduling interactions between customer and service provider (option A) can help to ensureregular communication and feedback, which can enhance the relationship. Changes in service provider and customer staff (option B) can be managed by ensuring a smooth handover and orientation process, which can also provide opportunities for building rapport and understanding. Failing to deal with communication in a timely fashion (option D) can cause delays and frustration, but it can be resolved by improving the communication channels and protocols, and by apologizing and explaining the reasons for the delay.
References:
ITIL 4 Managing Professional Transition Module Sample Paper - English, Question 1, Page 5 ITIL 4 Managing Professional: Transition Module | Axelos, Section "What is the ITIL 4 Managing Professional Transition Module?", Paragraph 3 ITIL 4 Managing Professional Transition Course Online - Simplilearn, Section "Course Overview", Paragraph 2


質問 # 34
破壊的なイベントがデジタル製品に影響を与えた場合に、組織がビジネス サービスを提供し続ける能力を考慮する高速 IT の目標はどれですか?

  • A. 迅速な開発
  • B. 適合保証
  • C. 価値のある投資
  • D. 回復力のある操作

正解：D


質問 # 35
カスタマージャーニーの目的はどれですか?

  • A. サービスの提供に必要なサービス利用者のリソースを理解する
  • B. 成果と体験の両面から価値共創を最大化する
  • C. サービス向上のため、お客様との接点を最大化するため
  • D. ユーザーとサービス プロバイダーの間の相互作用を理解するため

正解：B

解説：
Explanation
The customer journey is the complete end-to-end experience customers have with one or more service providers and/or their products through the touchpoints and service interactions with those providers1. The purpose of the customer journey is to understand the needs, expectations, and preferences of the customers and users, and to design, deliver, and improve services that meet those requirements and create value for them. The customer journey also helps to identify the opportunities and challenges for co-creating value with the customers and users, and to optimize the customer experience throughout the service relationship23. By mapping the customer journey, the service provider can ensure that the services are aligned with the customer outcomes and that the service interactions are positive and satisfying for the customers and users4. References:
ITIL 4 Managing Professional: Drive Stakeholder Value5, page 14, section 2.1, paragraph 1 ITIL 4 Foundation: ITIL 4 Edition, page 20, section 2.3, paragraph 2 ITIL 4 Managing Professional: Create, Deliver and Support, page 10, section 1.1, paragraph 4 ITIL 4 Managing Professional: Direct, Plan and Improve, page 12, section 1.1, paragraph 3 ITIL 4: Connecting the key concepts Part 4 | Axelos3, paragraph 2 The customer journey and ITIL 4 | Axelos1, paragraph 2 ITIL4 - Mapping the Customer Journey - ITSM Professor2, paragraph 2


質問 # 36
インシデント、変更、問題を管理するためのプロセスが確立されている組織には、問題が効率的に解決されないという苦情の電話がユーザーから大量に届きます。状況を改善するために組織が取るべき最初のステップは何ですか?

  • A. ユーザー サポート スタッフのスキルと能力をレビューし、必要な能力を備えていることを確認します。
  • B. ツールの統合を改善して、プロセス間にギャップがないようにする
  • C. チームがユーザーの価値に集中できるように協力するよう奨励します。
  • D. バリュー ストリーム マッピングを使用して、ユーザー サポートのエンドツーエンド フローを理解するのに役立ちます。

正解：D


質問 # 37
......

正真正銘のベスト試験材料はITIL-4-Transition日本語オンライン練習試験：https://www.passtest.jp/ITIL/ITIL-4-Transition-JPN-shiken.html

関するブログ

もっと
ITIL-4-Transition-JPN 無料問題集