PassTestのITIL-Practitioner問題集はPDF版、Desktop Test Engine、Online Test Engineの3つの形式から学習スタイルに合わせて選べます。印刷して手元で確認したい方も、ITIL Practitioner Certification - IT Service Managementの本番環境を再現した模擬試験で腕試ししたい方も、自分に合った方法で40問の演習に取り組めます。

ITIL ITIL-Practitioner 試験概要:

ITIL ITIL-Practitioner 試験シラバストピック:

ITIL ITIL-Practitioner 試験 Q&A まとめ

ITIL Practitioner Certification - IT Service Management 認定 ITIL-Practitioner 試験問題：

問題 #1

Why is a meeting notes template used?

A. To ensure that the meeting runs to planned timings.
B. To record meeting objectives while the meeting is in progress.
C. To help the meeting chairperson to capture key details.
D. To ensure the correct participants attend the meeting

問題 #2

The project manager is writing a business case for the improvement. This business case explains how following the CSI approach will contribute to the improvement work.
Which is a correct description of the purpose of a CSI step in this improvement work?

A. "Where are we now?" will document process issues that need to be resolved.
B. 'How do we get there?' will specify the objectives and business case for the project.
C. 'Did we get there?' will define measurable steps for the project.
D. 'What is the vision?' will identify the best ITSM software tool to use.

問題 #3

Which is an example of using the communication principle 'timing and frequency matter'?

A. Repeating a training video in a variety of languages because there are staff in different countries.
B. Repeating a presentation to allow for the hours of work in a global organization.
C. Creating a targeted bulletin that allows different staff groups to feedback on improvement opportunities.
D. Creating a multi-media briefing to update all staff on major changes to organizational structure.

問題 #4

See the scenario for additional informational.


CruiseAlong Cars
CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America. It has grown by acquisition over the last 20 years and has operations in over 50 countries.Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City IT Services (GCITS). In two countries GCITS provides CruiseAlong Cars with full outsourced services. They also provide selected services in other countries.
Some of the issues that CruiseAlong Cars needs to address include:
* Inefficiencies caused by the current IT structure
* Inconsistency of IT services when employees are travelling
CruiseAlong Cars is working with a European university (the University of Bachstein) to research and develop driverless car technology. The venture operates as an independent company called DriveYou.com, and CruiseAlong Cars owns a 51% share.
DriveYou.com
This is a small, innovative company, that is jointly owned by CruiseAlong Cars and the University of Bachstein (UoB). DriveYou.com develops custom applications using a highly collaborative, rapid and iterative development approach. Their employees are mostly research and development experts, working from multiple locations, with a significant number working from home. Initial driverless car testing is being conducted in the US at the Nevegon State Department of Transportation.
Infrastructure and cloud services are purchased from Global City IT Services and other providers, and these relationships are managed by a DriveYou.com supplier manager.
Some of the issues that DriveYou.com needs to address include:
Better structure and accountability around their work practices Compliance with safety and other regulatory requirements.
University of Bachstein (UoB)
The UoB is a university that is based Germany, with a satellite campus in Kuala Lumpur, Malaysia. In the past, some IT services were funded and run centrally, and some were funded and run independently by each faculty.
Centrally owned services include a 'walk-in' service desk, plus a separate service desk in the main library, run by library staff. Library services and IT are both part of the university's administrative services division.
Recently, under a new CIO, there has been a drive to centralize and consolidate IT as a corporate function, although this has not been fully achieved.
The central IT department runs a variety of legacy systems, which serve students, administrators, researchers and academics. It also runs some high performance computing systems and high bandwidth networks across the main campus area.
Some of the issues that the UoB needs to address include:
* Complete the centralization and consolidation of IT
* Manage growth and increasing IT demand
* Demonstrate value through competitive, responsive and transparent services Global City Services (GCITS) GCITS is a global service provider which has grown through acquisition and which offers a wide range of services, including IT support, infrastructure and consulting. GCITS has mature and efficient IT service management processes, and holds an ISO/IEC 20000 certification.
GCITS provides the entire infrastructure and some cloud services for DriveYou.com, as well as a range of services in different countries to CruiseAlong Cars.Some of the issues that GCITS needs to address include:
* Succeed in establishing a strategic partnership with CruiseAlong Cars Nevagon State Department of Transportation (NSDoT) NSDot is a government agency in the US state of Nevagon, where DriveYou.com is running their trials. It is responsible for managing transportation systems and safety. DriveYou.com must work with the agency to ensure that their trials comply with safety regulations, and the program includes bi0directional sharing of large amounts of data.
The NSDoT's internal IT team writes and manages most of their agency-specific applications, however most other applications and infrastructure are provided by the Nevagon State central IT department.
CruiseAlong Cars is planning to improve the provision and support of IT services for senior executives who travel. They will deploy new mobile technology to enhance the user experience. They will also improve the incident management and request fulfilment processes and standardize these across service desks.
They are taking an iterative approach and have released the first iteration of improvements. A project manager has been appointed for this improvement initiative.
As part of the project an additional objective is to improve the reporting about the senior executive service.
Which is the BEST combination of report content and target stakeholder?

A. Stakeholder who receives the report: Service desk staff
Report content: Customer satisfaction scores, Achievement of service availability targets
B. Stakeholder who receives the report: Senior executives
Report content: Achievement of service desk response targets, Achievement of service availability targets
C. Stakeholder who receives the report: Service desk staff
Report content: Achievement of service response targets, Root cause of outages
D. Stakeholder who receives the report: Senior executives
Report content: Customer satisfaction scores, Root cause of outages

解説：