ITIL-DSV問題集、ITIL実際の試験問題

質問 1

A service provider is launching a new service. The target market is users who have limited experience of using the internet and are unlikely to use social media.
Which is the BEST method of providing user support?

A. Use popular networking sites to promote and provide online user support

B. Provide simple online support and contact numbers for the service desk

C. Use machine learning chatbots to anticipate the needs of the users and provide solutions

D. Implement a 'shift-left' approach to provide support and downloadable help articles

正解: B

解説: (PassTest メンバーにのみ表示されます)

質問 2

A service consumer has asked a commercial service provider to develop a new document storage service. The service consumer has a limited budget and the employees that will use the service have a long list of requirements. Which is the BEST approach for collecting the requirements?

A. Arrange a number of workshops with the users to identify a set of requirements and obtain theiragreement before commencing development

B. Work with the users to establish a set of requirements and involve the customer in clarifying and agreeing the requirements

C. Work with the customer to identify the requirements for utility and warranty and inform the users of what has been agreed

D. Hold a workshop with the customer to develop a solution for the document storage service and obtain their agreement before starting development

正解: C

解説: (PassTest メンバーにのみ表示されます)

質問 3

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. Automating responses to all users' feedback

B. Having regular face-to-face feedback sessions with users

C. Making feedback processing visible for everyone

D. Providing information about users' feedback to customers

正解: C

解説: (PassTest メンバーにのみ表示されます)

質問 4

A service provider is onboarding new users. To ensure that the user is allowed to access the service, it requires a copy of the user's ID.
What is this an example of?

A. User enabling requirements

B. Multi-factor Authentication

C. Security restrictions

D. Role based access management

正解: A

解説: (PassTest メンバーにのみ表示されます)

質問 5

An internal IT service provider does not have all the skills needed to create and deliver a new service, but could develop them with enough time. There are many external service providers who can provide this service. Which approach should the organization follow to decide if they should use the internal service provider or to source the service externally?

A. Start by understanding the cost of procuring the service internally and externally, then ask internal and external service providers to complete a 'request for quotation1 documenting their preferred solution

B. Start by reviewing organizational policies for sourcing services, then identify the most important criteria for selecting a service provider, and use a 'decision matrix' to compare service providers

C. Start by asking the internal service provider to develop the required skills, then use these newly developed skills to create and deliver the new service internally

D. Start by analysing and documenting the detailed service requirements, then ask external serviceproviders to respond to a 'request for information1 documenting how they would deliver to these requirements

正解: B

解説: (PassTest メンバーにのみ表示されます)

質問 6

Which charging mechanism could cause the price of a service to change depending on the time of day?

A. Cost plus

B. Cost

C. Differential charging

D. Market price

正解: C

解説: (PassTest メンバーにのみ表示されます)

質問 7

A service provider is setting up an agreement with an organization. As the user experience is important, it is added to the agreement. Which metric would you advise to be added to the agreement?

A. Number and frequency of returns to the previous stage

B. Maximum number of simultaneous downloads

C. Unlimited monthly traffic

D. Maximum duration of an interruption

正解: D

解説: (PassTest メンバーにのみ表示されます)

質問 8

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. Not more than 15 minutes of data can be lost.

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

D. The service should be available 24/7, 99,99% of the time.

正解: D

解説: (PassTest メンバーにのみ表示されます)

質問 9

An organization has a culture that encourages people to hide their mistakes. This reduces opportunities to improve in many different areas.
Which practice would MOST help to improve this situation and how?

A. Service level management, by including discussions of transparency in customer meetings

B. Service desk, by sharing more internal IT information with users

C. Relationship management, by developing and communicating values and principles

D. Supplier management, by encouraging more open communication with suppliers

正解: C

解説: (PassTest メンバーにのみ表示されます)

ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) - ITIL-DSV 模擬練習