最新ITIL-4-Specialist-High-velocity-ITテスト材料には有効なITIL-4-Specialist-High-velocity-ITテストエンジン
ITIL-4-Specialist-High-velocity-IT更新された試験問題集で[2025年最新] 練習には有効な試験問題集
質問 # 55
A customer usually has good control of a service provider in terms of achieving service levels, but often struggles to assess service value Which level of service relationship maturity does this situation describe?
- A. Partnership
- B. Cooperative relationship
- C. Managed relationship
- D. Basic relationship
正解：D
質問 # 56
A service provider analyzes how the amount of work done by different user groups varies over time. What is this information BEST used for?
- A. To forecast the costs of delivering services
- B. To identify inefficiencies in service delivery
- C. To plan how to influence and support demand for services
- D. To prioritize resources for the most active user groups
正解：C
質問 # 57
Which activity, carried out by both the service provider and the service consumer, enables service provision and consumption to start?
正解：
解説：
Onboarding
質問 # 58
Which is an example of results-based measurement and reporting?
正解：
解説：
Measuring and reporting the customer satisfaction with closed incidents
質問 # 59
Which stakeholders should assess and evaluate value realization?
- A. Only the service consumer
- B. Independent third-party auditors
- C. Only the service provider
- D. Both the service consumer and the service provider
正解：D
質問 # 60
An organization introduced a dedicated team of support agents, which answers questions, provides consultations, and fulfills a range of predefined changes initiated by external users with higher levels of subscription.
Which practice ensures effective fulfillment of these service actions?
- A. Problem management
- B. Change enablement
- C. Incident management
- D. Service request management
正解：D
質問 # 61
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
- B. Use a mix of communication methods and ensure that a feedback mechanism is included that allows anonvmitv to be retained
- C. Use instant messaging for both communicating and receiving feedback to ensure a quick response for all affected staff
- D. Use a mix of communication methods and ensure that any feedback received is shared openly on a public forum
正解：B
質問 # 62
Which is the BEST approach for a service consumer to use when they want to obtain services from a service provider?
- A. Ensure that their detailed requirements are based on a previous legacy solution
- B. Develop a list of needs focusing on what should be achieved
- C. Ask the service provider to customize a solution to suit their requirements
- D. Provide the service provider with a detailed list of requirements
正解：B
質問 # 63
Which dimension of service management considers governance, management, and communication?
- A. Organizations and people
- B. Partners and suppliers
- C. Information and technology
- D. Value streams and processes
正解：A
質問 # 64
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. Making feedback processing visible for everyone
- B. Offering rewards for providing feedback
- C. Conducting mandatory feedback surveys
- D. Reducing the number of feedback channels
正解：A
質問 # 65
A consumer organization is making significant changes to the technologies used by its employees, and is discussing those changes with its service provider.
How can the service provider BEST demonstrate the capability to meet the needs of the consumer organization?
- A. Be respectful of the consumer organization's decision to make these changes
- B. Ensure adequate knowledge and skills to support the customer's changes
- C. Respond in a timely manner to the customer's enquiries
- D. Ensure there is adequate capacity to meet the increased demand of the changes
正解：B
質問 # 66
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 source the service externally?
- A. Outsource immediately to save time without evaluating other factors
- B. Conduct a staff survey to gauge internal preferences
- C. Focus solely on cost as the deciding factor
- D. 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
正解：D
質問 # 67
An organization is evaluating the advantages and disadvantages of replacing its legacy information systems with cloud-based services as part of its strategic plan. The market is extremely competitive, so the organization wants to ensure that all factors are considered.
Which technique would allow this organization to BEST understand the external factors that could influence this decision?
- A. Porter's Five Forces
- B. PESTLE analysis
- C. SWOT analysis
- D. The Cynefin framework
正解：B
質問 # 68
A bank provides an online banking service to external users.
The bank measures the functional and non-functional aspects of the
service in several ways and is meeting its targets. However, user
satisfaction with the service is not as high as the bank would like it
to be.
Which is the BEST example of an additional aspect of the service that
the bank should measure?
- A. The number of times a transaction is started but not completed
- B. k
正解：A
質問 # 69
What helps people to understand the value of an initiative, and reduces their resistance?
- A. Change enablement
- B. Measurement cascades
- C. Organizational change management
- D. Continual improvement
正解：C
質問 # 70
An organization is a market leader for software that has seen a sharp decline in local installations of its software. Customers are increasingly preferring its subscription-based cloud solution. As the company rapidly adapts its product offering to favour subscription-based cloud solutions, some people within the company do not agree with the new focus.
Which method would be effective in ensuring that the change in focus is supported across the organization?
- A. Develop detailed service descriptions and design documentation
- B. Identify key internal stakeholders and develop a communication plan to address their concerns
- C. Survey key customers who recently moved to the cloud solution
- D. Ensure the company vision and mission are visible to everyone across the organization
正解：B
質問 # 71
An employee has some concerns at work but does not share this information with others because they fear that this would damage their reputation and position.
What is PRIMARILY concerned with preventing this situation?
- A. Design thinking
- B. Integration of duties
- C. Safety culture
- D. Toyota Kata
正解：C
質問 # 72
Which is an example of results-based measurement and reporting?
- A. Documenting the time taken to resolve incidents
- B. Tracking the number of unresolved incidents over a period of time
- C. Logging the total number of incidents raised by customers
- D. Measuring and reporting the customer satisfaction with closed incidents
正解：D
質問 # 73
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