合格保証付きクイズ2025年最新の実際に出る検証済みのITIL-4-Specialist-Monitor-Support-Fulfil無料試験問題集
無料Peoplecert IT Infrastructure Library ITIL-4-Specialist-Monitor-Support-Fulfil究極な学習ガイド（更新されたのは168問があります)
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質問 # 66
Which aspect of the service request management practice MOST helps to ensure that the practices is efficient?
- A. Service request procedures are optimized
- B. Service request procedures are automated
- C. Service requests ere fulfilled according to user satisfaction
- D. Service request fulfilment is performed in line with the agreed procedures
正解：B
解説：
Automation in service request management significantly improves the efficiency of the practice. Automating repetitive tasks such as logging requests, approvals, and fulfilling standard service requests ensures faster processing, reduces human error, and frees up resources for more complex tasks.
While fulfilment in line with procedures ensures consistency, automation is the key driver of efficiency.
Optimizing procedures and fulfilling requests based on user satisfaction are important but secondary to the benefits gained through automation.
質問 # 67
A vendor bulletin includes a description of an issue that could cause servers to suddenly stop working. These servers play a critical role in the delivery of an essential service. Which person in the service provider organization is MOST LIKELY to review the information and decide how this can affect the organization?
- A. A technical specialist who understands how the servers work and how they can be repaired and upgraded
- B. A dedicated problem manager who works in a senior role to coordinate resources for complex issues
- C. A service owner who understands the service architecture and how the components are configured
- D. A problem coordinator who understands how to log, manage, and close problems
正解：C
解説：
In ITIL 4, the service owner is typically the person responsible for managing a specific service throughout its lifecycle. The service owner has a deep understanding of the service's architecture, including how the components are configured and how they interact. When a vendor bulletin describes a critical issue affecting servers that play an essential role in the delivery of a service, it is the service owner who is most likely to assess how this issue could impact the organization's operations. They have the expertise to understand the dependencies of these components within the service and make informed decisions about risk mitigation and necessary actions.
質問 # 68
What will MOST help a service provider to adopt swarming to support their problem management practice?
- A. Linking problem records to incident records
- B. Delegation of swarming management to a problem coordinator
- C. Formal definition of the role for the problem manager
- D. Consulting services from a third party that specializes in swarming
正解：D
解説：
Adopting a new approach like swarming can be challenging, especially if the service provider has limited experience with it. Consulting services from experts who specialize in swarming can provide valuable guidance and support, including:
Understanding the swarming approach: Consultants can help the service provider understand the principles, benefits, and challenges of swarming.
Adapting swarming to the organization: Consultants can help tailor the swarming approach to the specific context of the service provider's problem management practice and organizational culture.
Implementing swarming effectively: Consultants can provide guidance on best practices for implementing swarming, including tools, processes, and communication strategies.
Overcoming challenges: Consultants can help the service provider anticipate and address potential challenges during the adoption and implementation of swarming.
While other options might be helpful, they are not as directly impactful in supporting the adoption of swarming:
B . Formal definition of the role for the problem manager: While a clear role definition is important, it doesn't directly address the challenges of adopting a new approach like swarming.
C . Delegation of swarming management to a problem coordinator: This might be part of the swarming implementation, but it doesn't provide the expertise and guidance that consultants can offer.
D . Linking problem records to incident records: This is good practice in problem management but doesn't directly relate to adopting swarming
質問 # 69
What is usually included in a problem record when it is created, for both reactive and proactive problem identification?
- A. Incidents requiring a root cause analysis
- B. Problem solution
- C. Problem workaround
- D. Associated configuration items
正解：D
解説：
When creating a problem record, it is essential to include information that can help in diagnosing and resolving the problem. One key piece of information is the associated configuration items (CIs), as this helps to identify which components are affected and to trace relationships between incidents and problems. This is applicable for both reactive (responding to incidents) and proactive (preventing future incidents) problem management.
Configuration Items (CIs): These are the building blocks of IT services, and understanding which CIs are involved in a problem is crucial for identifying potential root causes and for future reference.
Option C ("Associated configuration items") is the correct answer because documenting the CIs involved helps in the root cause analysis and tracking of problems.
Incorrect Options:
Option A: Workarounds may not be immediately available when the problem record is created.
Option B: Root cause analysis occurs after the problem is logged, not during its creation.
Option D: The solution comes later in the problem management process, after analysis.
質問 # 70
Which of the following roles is typically the request initiator in the service request management practice?
- A. Service owner
- B. Technical specialist
- C. Any user or authorized user representative
- D. Product Owner
正解：C
解説：
In the service request management practice, service requests are typically initiated by users or their authorized representatives who require assistance or access to services. These requests are usually routine and standardized, such as password resets or access to software, and can be initiated by any user or an authorized user representative.
User Initiation: Service requests are meant to fulfill user needs related to service consumption. Any user or an authorized representative can initiate these requests, making this role central to the service request management process.
Option A ("Any user or authorized user representative") is the correct answer because it aligns with ITIL 4's definition of service request initiators.
Incorrect Options:
Option B (Product Owner): This role focuses on product development and delivery, not initiating service requests.
Option C (Service Owner): The service owner manages the overall service, not individual requests.
Option D (Technical Specialist): They provide expertise but are not typically request initiators.
質問 # 71
An organization is implement a new service configuration management system.
How will monitoring and event management practice benefit from it?
- A. The system will support event correlation
- B. The system will support practice measurement and reporting
- C. The system will support collaboration between teams
- D. The system will help to manage tasks
正解：A
解説：
In ITIL 4, a Service Configuration Management System (CMS) contains information about configuration items (CIs) and their relationships. This data is crucial for the Monitoring and Event Management practice, particularly for supporting event correlation, which involves linking events to the configuration items affected by those events.
Event Correlation (Answer B - Correct): The CMS provides detailed information about the relationships between different CIs, which can be used to correlate events. For example, if multiple components fail, the system can help identify how these failures are connected. This capability helps reduce noise from redundant alerts and enables faster identification of the root cause of incidents.
Collaboration Between Teams (Answer A - Incorrect): While a CMS can help with collaboration by providing shared access to information, this is not the primary benefit for the Monitoring and Event Management practice.
Task Management (Answer C - Incorrect): A CMS is primarily used to store information about configuration items, not to manage tasks. Task management would be handled by other tools like project management or IT service management platforms.
Practice Measurement and Reporting (Answer D - Incorrect): Although a CMS can contribute to reporting, this is not its primary role in supporting the Monitoring and Event Management practice.
ITIL 4 Reference:
Monitoring and Event Management Practice: Event correlation is a key capability for managing incidents and preventing outages, which is enhanced by the detailed data stored in a CMS.
質問 # 72
What should a service provider do when human resources to establish problem modes are not available?
- A. Postphone problem management activities until the resources are available
- B. Delegate creation or problem models to a problem coordinator
- C. Create a single problem model to be used for managing all problems
- D. Consider using a third-party consulting service to help develop problem models
正解：D
解説：
When a service provider lacks human resources to establish problem models, it is advisable to use a third-party consulting service to help develop these models. ITIL encourages organizations to leverage external expertise when internal resources are insufficient, ensuring that problem management practices remain effective.
Postponing problem management (Option B) is not recommended as it delays resolution.
Delegating to a problem coordinator (Option C) might help, but if there are insufficient resources, external help is a better option.
Creating a single model (Option D) is not effective, as problems vary and need tailored approaches.
質問 # 73
The appropriate service request model is chosen as pad or which activity of the 'service request fulfillment control process?
- A. Ad hoc fulfilment control
- B. Request categorization
- C. Service request model initiation and control
- D. Fulfil merit review
正解：B
解説：
In the service request fulfillment control process, the appropriate service request model is chosen during the request categorization activity. Categorizing the request helps determine the correct model or procedure to follow for fulfilling the request efficiently and appropriately. This ensures that the service request is aligned with pre-defined workflows, contributing to consistency and efficiency in handling similar types of requests.
Service request model initiation and control refers to starting and managing the model, but the categorization determines which model is appropriate.
Ad hoc fulfilment control and fulfilment review occur after the model has been selected.
質問 # 74
An organization is in the process of improving their incident management practice. It wants to adjust the processes and procedures for complexity. Which of the following options is the BEST for the organization to apply in order to achieve this objective?
- A. Motivate team members to document and share their knowledge
- B. Ensure effective integration with service desk, change enablement, and problem management
- C. Use swarming to optimize resolution of unusual and major incidents
- D. Assess business impact even if there are no directly affected users yet
正解：C
解説：
Swarming involves bringing together a group of experts from different teams to collaborate on resolving complex or high-priority incidents. This approach allows for rapid response and collective problem-solving, which is particularly useful for handling unusual and major incidents. It avoids the traditional escalation model, where incidents are passed from one team to another, potentially slowing down resolution.
Swarming: This method is highly effective in addressing complex incidents by leveraging the collective knowledge and expertise of multiple teams.
Option C ("Use swarming to optimize resolution of unusual and major incidents") is the best option because it helps optimize incident resolution for complex and high-impact incidents.
Incorrect Optis:
Option A: While integration with other practices is important, swarming directly addresses the complexity of incidents.
Option B: Assessing business impact is valuable but doesn't directly optimize incident handling.
Option D: Documenting and sharing knowledge is important for long-term improvement but doesn't immediately address incident resolution.
質問 # 75
A service provider analysed the performance of the service desk practice and identified several improvement initiatives. Which software tools will help the service provider to track the progress of these initiatives?
- A. Analysis and reporting tools
- B. Workflow management and collaboration tools
- C. Survey tools
- D. Work planning and prioritization tools
正解：B
解説：
To track the progress of improvement initiatives in the service desk, workflow management and collaboration tools are essential. These tools allow for the automation and tracking of tasks, ensuring that improvement activities are well-organized and that stakeholders can collaborate effectively on initiatives. By using these tools, service providers can ensure that workflows are properly managed and that progress is tracked in a transparent way.
Workflow Management: Automates and tracks the sequence of tasks related to service desk improvements.
Collaboration Tools: Facilitate communication and coordination between different teams working on improvement initiatives.
Option A ("Workflow management and collaboration tools") is the correct answer because these tools directly support tracking and managing improvement initiatives.
Incorrect Options:
Option B (Analysis and reporting tools): These are useful for measuring outcomes but not for tracking the progress of initiatives.
Option C (Work planning and prioritization tools): These help in planning, but not in tracking the execution of improvements.
Option D (Survey tools): These are for gathering feedback, not for tracking progress.
質問 # 76
Which of the following states the purpose of the service desk practice?
- A. To ensure that user queries are captured, validated, and triaged for further processing
- B. To provide a dedicated team to acknowledge and record user impacting incidents
- C. To ensure that the demand for incident resolution and service requests is captured
- D. To create and maintain a healthy work culture in the service desk team
正解：C
解説：
The service desk practice in ITIL 4 is a key practice that serves as the main point of contact between service providers and users. Its primary role is to capture and manage the demand for incident resolution and service requests.
Definition: The service desk is responsible for:
Capturing demand for incident resolution and service requests.
Acting as the entry point and interface for all service-related interactions between users and service providers.
This ensures that all user incidents and service requests are recorded, processed, and escalated when necessary, aiming for efficient and quick resolution. ITIL 4 emphasizes that the service desk facilitates effective incident management, ensuring that any disruptions to services are minimized.
Option B ("To ensure that the demand for incident resolution and service requests is captured") perfectly reflects this definition as it highlights the core function of capturing demand for both incident resolution and service requests. This aligns with the ITIL 4 definition of the service desk practice.
Incorrect Options:
Option A: While the service desk does acknowledge incidents, its purpose is broader than simply acknowledging and recording incidents.
Option C: Capturing and validating queries is part of what the service desk does, but this option is too narrow.
Option D: Maintaining a healthy work culture is important, but it is not the core purpose of the service desk practice.
質問 # 77
An organization's service desk practice has a dedicated team of skilled agents that effectively interacts with other teams and practices. What capability level does this indicate?
- A. Level 4
- B. Level 3
- C. Level 1
- D. Level 2
正解：B
解説：
Capability levels in ITIL describe how well a practice is structured and integrated within an organization. For the service desk practice, the capabilities range from ad-hoc (Level 1) to highly optimized and continually improving (Level 4).
Level 1 (Initial): The practice is informal, unstructured, and inconsistent.
Level 2 (Basic): The practice starts to systematically achieve its purpose but may lack refinement.
Level 3 (Defined and Organized): The practice is well-defined, with clear roles and responsibilities. There is effective collaboration with other teams, and the practice operates in a coordinated and organized manner, which aligns with the description provided in the question.
Level 4 (Optimized and Continually Improving): The practice not only achieves its purpose but is continually optimized.
Since the question mentions a "dedicated team of skilled agents" that "effectively interacts with other teams and practices," this suggests a well-defined and organized level, which corresponds to Level 3 (Defined and Organized).
質問 # 78
Incident management team uses monitoring and event management tools to detect incidents as early as possible. What other incident management activities can benefit from the use of these tools?
- A. Management of incident lifecycle
- B. Management of incident models
- C. Confirmation of incident resolution
- D. Planning of improvement initiatives
正解：A
解説：
In ITIL 4, the use of monitoring and event management tools extends beyond just detecting incidents. These tools can significantly enhance the management of the incident lifecycle, which includes activities from detection to resolution. By providing real-time monitoring, automated event correlation, and proactive incident detection, these tools enable more efficient tracking and management of incidents from start to finish, ensuring faster resolution and better coordination across teams.
The management of the entire incident lifecycle-from detection, diagnosis, and resolution to closure-can be optimized through automation and data provided by monitoring tools, which provide timely insights into incident status and progress.
質問 # 79
Which of the following is an input to the 'user query handling' process?
- A. Categorized user queries
- B. Previous incident, problem and change records
- C. Recorded and categorized user queries
- D. Service desk performance reports
正解：C
解説：
In ITIL 4, the 'user query handling' process is part of the service desk practice, which involves addressing inquiries and requests from users. For the service desk to handle these queries effectively, it needs access to input data, particularly categorized user queries.
A . Previous incident, problem, and change records: While historical data can be useful for identifying trends and improving problem management, it is not the primary input for the 'user query handling' process. These records serve more as inputs for problem or incident management rather than query handling.
B . Service desk performance reports: Performance reports are outputs used to assess the effectiveness of the service desk but are not inputs to the query handling process.
C . Categorized user queries: This would be the result of the query handling process, but it isn't an initial input.
D . Recorded and categorized user queries (Correct Answer): Recorded and categorized user queries serve as a key input to the 'user query handling' process. Proper categorization allows the service desk to efficiently prioritize and address user requests.
Thus, D is the correct input for the user query handling process in line with ITIL 4 guidelines.
質問 # 80
Which third party contribution to problem management should NOT be documented in a problem model?
- A. How the third party helps to investigate specific types of problem
- B. How the third party documents workarounds for problems
- C. How the third party identifies and logs problems
- D. How the third party helps to develop the problem management practice
正解：D
解説：
A problem model documents the steps needed to manage a specific type of problem, including how third parties contribute to resolving it. While third parties may assist in identifying and investigating problems or providing workarounds, contributing to the development of the problem management practice is not typically included in a problem model. Problem models are focused on the operational aspects of managing recurring issues, rather than the broader development of practices.
Third-Party Contributions: Problem models are designed to document how third parties assist in resolving specific types of problems (e.g., helping with investigations, logging problems, or providing workarounds). These models focus on practical, actionable contributions directly related to problem resolution.
Option C ("How the third party helps to develop the problem management practice") is the correct answer because problem models do not typically include strategic contributions to the overall practice; they focus on operational activities.
Incorret Options:
Option A: Involvement in investigating problems is relevant to problem models.
Option B: Documenting workarounds is essential for problem management.
Option D: Logging problems is part of operational problem management.
質問 # 81
Which is a practice success factor for the service desk practice?
- A. Enabling and continually Improving effective, efficient, and convenient communications between the service provider and its users
- B. Enabling and continually Improving effective, efficient, and convenient communications between the Service desk and its staff
- C. Ensuring that multichannel communication is used and improved wherever possible
- D. Overcoming the challenge of the limited scalability or voice and video cell channels
正解：A
解説：
The Service Desk practice in ITIL 4 plays a critical role in facilitating communication between the service provider and users. One of its Practice Success Factors (PSFs) is ensuring effective and efficient communication.
Effective, Efficient, and Convenient Communication (Answer A - Correct): A key success factor for the Service Desk is its ability to provide smooth and efficient communication channels between the service provider and its users. This involves ensuring that users can easily report issues, ask questions, and receive timely responses. ITIL 4 encourages the continual improvement of these communication channels to adapt to changing user needs and technological advancements.
Voice and Video Call Scalability (Answer B - Incorrect): While scalability of communication methods is important, it is a technical challenge rather than a core success factor for the Service Desk.
Service Desk Staff Communication (Answer C - Incorrect): While internal communication within the service desk is essential, the primary focus of the Service Desk is facilitating communication between the service provider and its users.
Multichannel Communication (Answer D - Incorrect): Multichannel communication is a means of providing options to users, but it is not a core success factor on its own. The success factor lies in ensuring that communication-regardless of the channel-is effective and continually improving.
ITIL 4 Reference:
Service Desk Practice: A key success factor is providing effective communication between users and the service provider.
Continual Improvement Practice: Emphasizes the importance of continually improving communication methods to ensure they meet user needs.
質問 # 82
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