[2025年03月] 最新のPeoplecert ITIL-4-Specialist-Monitor-Support-Fulfil認定練習テスト問題
確認済みITIL-4-Specialist-Monitor-Support-Fulfil問題集と解答で一年間無料最速更新
質問 # 31
How can partners and suppliers support the service desk practice?
- A. By providing change enablement tools
- B. By providing consultancy on how to customize the IT services
- C. By providing trained resources to work in service desk teams
- D. By outsourcing the development of II services
正解：C
解説：
The service desk practice in ITIL 4 is the single point of contact between the service provider and the users, focusing on incident resolution and service request management. Partners and suppliers can support this practice by providing trained resources to work in service desk teams. This aligns with the "Partners and Suppliers" dimension of service management, which emphasizes that external organizations can supply expertise, resources, or technology that help the service provider meet its objectives.
ITIL encourages collaboration with external partners when the internal organization lacks the necessary resources or expertise. Providing trained resources enhances the service desk's ability to efficiently resolve incidents and handle requests, ensuring continuity and service quality.
Other options, such as providing change enablement tools or outsourcing IT services, do not directly support the service desk in its role of handling incidents and requests.
質問 # 32
A service provider identified several errors in the third-party software which cannot be resolved for various reasons. The application management team identified a way to prevent incidents related to these errors. However, the team is conscious of the errors and needs to monitor and regularly review them to ensure that the impact assessment and the workarounds remain valid. How can automation of problem management support the team in this situation?
- A. By supporting the problem management metrics
- B. By supporting problem diagnosis with machine learning
- C. By supporting integration with change records
- D. By supporting automated correlation of incidents
正解：D
解説：
In ITIL 4, automation plays a key role in supporting Problem Management, particularly in situations involving unresolved known errors. Automated tools can assist in correlating incidents that share the same root cause, helping to identify patterns and recurring issues. This is particularly useful when a team needs to monitor known errors and regularly review them to ensure the validity of impact assessments and workarounds.
The automated correlation of incidents can quickly link multiple incidents to the same known error, reducing manual intervention and speeding up the resolution process. This ensures the team can effectively prevent future incidents and keep the workarounds valid by detecting early signs of potential problems.
質問 # 33
What is a capability criterion for the service request management practice which is related to the 'information and technology' dimension of service management?
- A. Service request fulfilment procedures are monitored to show their effectiveness
- B. Qualified human resources are available to manage service requests
- C. Third-party services needed to fulfil service requests are available
- D. Communication solutions needed to fulfil service requests have been implemented
正解：D
質問 # 34
The service management team is analysis different practices, products, and service to map relevant value streams for further improvements. They are currently looking at the incident management value stream.
Which of the following statement is CORRECT?
- A. Incident management should be involved in all value streams.
- B. Incident management can be involved in other value streams
- C. Incident management should be included in the required fulfillment workflow
- D. Only the incident management value stream can trigger restoration of normal service
正解：B
解説：
ITIL 4 defines Incident Management as a key practice that works across various parts of the Service Value Chain. While Incident Management has its own value stream focused on restoring normal service operations as quickly as possible, it can also be involved in other value streams to handle incidents that may arise during activities like Service Fulfillment, Service Request Management, or even during the delivery of new services.
Incident Management in Multiple Value Streams (Answer C - Correct): Incident Management can be involved in other value streams where its role is to manage disruptions that may occur during different stages of service delivery or other operations. For example, during Change Management, incidents may occur as a result of changes made to the infrastructure, and Incident Management would need to step in to manage those disruptions.
Incident Management in All Value Streams (Answer A): While incident management is crucial, it is not necessarily involved in all value streams. Value streams that do not involve service disruptions or incidents, such as strategic planning or purely administrative value streams, may not require the involvement of incident management.
Restoration of Normal Service (Answer B): While Incident Management focuses on restoring normal service as soon as possible, other value streams like Change Enablement and Service Request Management can also trigger service restoration activities under different circumstances. Therefore, it is incorrect to say that only the Incident Management value stream can trigger restoration.
Incident Management in Fulfillment Workflow (Answer D): While Service Request Fulfillment often deals with requests such as password resets or access requests, which are not necessarily incidents, there may be occasions where Incident Management overlaps with the fulfillment process (e.g., if a service request leads to an incident). However, it is not mandatory that Incident Management be involved in every fulfillment workflow.
ITIL 4 Reference:
Service Value Chain: Incident Management activities are often part of various stages across the value chain, particularly in Engage, Deliver and Support, and Improve stages.
Incident Management Practice: Incident Management ensures service disruptions are managed efficiently and effectively, making it a practice that can be invoked during various service value streams when required.
質問 # 35
Which activity is NOT part of the service request review and optimization process?
- A. Enacting the procedures to fulfil the request
- B. Registering suggested improvements to service request models
- C. Reviewing metrics related to service requests
- D. Communicating the updated service request models to stakeholders
正解：A
解説：
The service request review and optimization process focuses on assessing, improving, and optimizing the workflows related to service requests. The key activities include analyzing metrics, identifying improvement opportunities, and communicating updates to stakeholders.
Reviewing metrics and registering improvements are standard steps in the optimization process to ensure service requests are handled efficiently.
Communicating updates to stakeholders is necessary to ensure alignment and smooth transition of optimized service request models.
Option D ("Enacting the procedures to fulfil the request") is not part of the optimization process. This refers to operational activities rather than reviewing or optimizing the process.
質問 # 36
Which of the following describes technical debt?
- A. A repeatable approach to the management of incidents
- B. A collection of tasks related to previously used workarounds
- C. An incident with significant business impact
- D. A special method of investigating incidents
正解：B
解説：
Technical debt refers to the accumulation of shortcuts, workarounds, and quick fixes implemented during development or operational activities. These temporary solutions, while addressing immediate needs, can lead to long-term inefficiencies if not addressed properly. In the context of ITIL 4, technical debt often involves workarounds that have been applied to prevent immediate incidents but have not been fully resolved with permanent solutions. This can lead to a backlog of issues that need to be systematically addressed to prevent future problems.
質問 # 37
The service request management team structures are usually the same as for what other practice?
- A. Problem management
- B. Incident management
- C. Change enablement
- D. Service level management
正解：B
解説：
The service request management team structure is often similar to that of the incident management practice. Both practices involve handling user interactions, managing user expectations, and ensuring swift and effective resolution of issues (in the case of incidents) or fulfillment of requests (in the case of service requests).
Shared Team Structures: Since both practices require similar processes-capturing, categorizing, and managing requests or incidents-many organizations use the same or similar team structures for both practices to optimize efficiency.
Option B ("Incident management") is the correct answer because the workflow and team structures often overlap with service request management, as both deal with managing user-facing interactions.
Incorrect Options:
Option A (Change enablement): This focuses on managing changes, not requests.
Option C (Problem management): This focuses on identifying and managing the root cause of incidents.
Option D (Service level management): This is concerned with setting and managing service performance expectations, not with the operational fulfillment of requests.
質問 # 38
The appropriate service request model is chosen as pad or which activity of the 'service request fulfillment control process?
- A. Request categorization
- B. Service request model initiation and control
- C. Ad hoc fulfilment control
- D. Fulfil merit review
正解：A
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 # 39
What is used to minimize the negative impact of an event?
- A. An event correlation
- B. A monitoring action plan
- C. A health model
- D. A rule set
正解：B
解説：
A monitoring action plan outlines the specific steps to be taken when a particular event or set of events occurs. These plans are designed to:
Minimize impact: By having predefined actions, the response to an event can be swift and targeted, reducing the potential negative consequences.
Provide guidance: Action plans ensure that everyone involved knows what to do, avoiding confusion and delays.
Enable proactive response: In some cases, action plans might include steps to be taken before an event fully materializes, potentially preventing it altogether.
Let's consider the other options:
A . An event correlation: This is the process of linking related events together to gain a better understanding of the situation, but it doesn't directly minimize the impact.
B . A rule set: Rule sets define the criteria for triggering alerts or actions based on events, but they are not the actions themselves.
C . A health model: This provides a baseline for normal system behavior, aiding in identifying anomalies, but it doesn't outline specific actions to take.
質問 # 40
A service provider is implementing a new powerful survey management system. How can service desk practice benefit from it?
- A. The system will help to manage user query records
- B. The system will help to integrate service desk into value streams
- C. The system will help to report the practice performance
- D. The system will help to collect user feedback
正解：D
質問 # 41
Which capability criterion supports the practice success factor 'ensuring that timely, relevant, and sufficient monitoring data is available it relevant stakeholders?
- A. The monitoring and event management approach Is regularly reviewed and continually improved
- B. The Key users of the monitoring data and their requirements are identified
- C. Events am usually detected immediately after they occur
- D. The responsibility for the approach to monitoring and event management is clearly defined
正解：B
解説：
For the Monitoring and Event Management practice to be successful, it is essential to ensure that timely, relevant, and sufficient monitoring data is available to stakeholders. Identifying the key users of the data and their specific needs is crucial to ensure the data collected is meaningful and actionable.
Key Users and Their Requirements Identified (Answer D - Correct): By understanding who uses the monitoring data (e.g., system administrators, service desk teams, or business leaders) and what information they need, the service provider can tailor the monitoring setup to provide timely and relevant insights. This supports decision-making and ensures that the monitoring data fulfills its intended purpose.
Responsibility for Monitoring Approach (Answer A - Incorrect): Defining responsibility is important, but it does not directly address the need for ensuring timely and relevant data for all stakeholders.
Immediate Detection of Events (Answer B - Incorrect): Detecting events quickly is important but does not directly relate to ensuring data relevance for stakeholders.
Regular Review and Continual Improvement (Answer C - Incorrect): While reviewing and improving the approach is essential, the key to success lies in ensuring that stakeholders' specific data needs are met.
ITIL 4 Reference:
Monitoring and Event Management Practice: Ensuring that the right stakeholders receive the data they need is a critical component of this practice's success.
質問 # 42
An organization is improving its service desk practice. How should the organization use the guiding principle 'collaborate and promote visibility'?
- A. Create familiar interfaces for self-service systems
- B. Include business tours in induction training for service desk agents
- C. Automate service desk procedures where possible
- D. Use existing procedures until the resources are available to review them
正解：B
解説：
The ITIL 4 guiding principle "collaborate and promote visibility" emphasizes working together and making work visible to all relevant stakeholders. When improving a service desk practice, this principle ensures that agents understand the broader business context and maintain good communication with other teams.
Collaboration: Encourages working across teams to ensure that information flows efficiently between departments. This would be especially beneficial for service desk agents, as they frequently interact with various parts of the organization.
Visibility: Promotes making key work, challenges, and activities visible to stakeholders to enhance decision-making and problem-solving.
In this context, Option D ("Include business tours in induction training for service desk agents") fits best because it helps new agents understand the business's environment, promotes visibility into how the service desk contributes to the organization, and facilitates better collaboration with other teams.
Incorrect Options:
Option A: Using existing procedures doesn't emphasize collaboration or visibility.
Option B: Automating processes can improve efficiency but is more aligned with the "optimize and automate" principle.
Option C: Creating familiar interfaces relates more to usability, not collaboration.
質問 # 43
Which process has an output of 'stakeholder notifications'?
- A. Ensuring that events are detected, interpreted, and if needed acted upon as quickly as possible
- B. Event handling
- C. Monitoring planning
- D. Monitoring and event management review
正解：B
解説：
In ITIL 4, event handling involves managing events that may require notifications to stakeholders. When an event is detected, it could signify a change in the state of a service or component, necessitating communication with relevant stakeholders to ensure appropriate actions are taken. Stakeholder notifications are a key part of this process, ensuring that those affected or involved are informed promptly.
質問 # 44
A service provider supports an international customer organization with users in many countries. The service provider aims to ensure high and consistent quality of request fulfilment for all users at all locations. How should the service provider use the workflow and collaboration system to support this objective?
- A. It should offer a flexible measurement and reporting capability
- B. It should allow for a flexible and affordable super-user role
- C. It should support creation and use of service request models
- D. It should offer convenient self-help capabilities
正解：C
解説：
To ensure high and consistent quality of request fulfillment across different locations, the service provider should focus on standardization. Service request models help in defining standard procedures for fulfilling requests, ensuring consistency in how requests are handled, regardless of the user's location.
Service Request Models: These models standardize the fulfillment process for common requests, ensuring that the same steps are followed in every case, which promotes consistency and quality across all locations.
Option D ("It should support creation and use of service request models") is the best answer, as it directly contributes to maintaining a high and consistent quality of service by using standardized workflows for request fulfillment.
Incorrect Options:
Option A: The role of super-users may help in certain scenarios but doesn't directly ensure consistency of request fulfillment.
Option B: While measurement and reporting are important, they do not directly ensure the quality of request fulfillment.
Option C: Self-help capabilities can improve user experience but are not the key to ensuring consistency across multiple locations.
質問 # 45
It is important for a service provider to understand user's feelings, emotions, and needs. Which service capability supports this?
- A. Assurance
- B. Service empathy
- C. Moment of truth
- D. Omnichannel communication
正解：B
解説：
ITIL 4 recognizes the importance of understanding users' emotions, feelings, and needs to provide better service and enhance the overall user experience. The capability that supports this understanding is service empathy.
Service Empathy (Answer B - Correct): Service empathy refers to the ability of a service provider to understand and address the emotions, needs, and experiences of the users. It involves putting oneself in the user's position to provide more personalized and supportive service. ITIL 4 encourages organizations to focus on the user experience (UX), ensuring that services are designed and delivered with empathy toward the users' circumstances.
Assurance (Answer A - Incorrect): Assurance refers to ensuring users that services will meet their needs reliably, but it does not focus on the emotional or empathetic aspect of service delivery.
Omnichannel Communication (Answer C - Incorrect): While omnichannel communication provides multiple ways for users to interact with the service provider, it is not directly related to understanding emotions and needs.
Moment of Truth (Answer D - Incorrect): Moment of truth refers to critical interactions between the service provider and the customer that shape the customer's perception of the service. However, this is more about the perception of service quality rather than empathy.
ITIL 4 Reference:
Service Empathy: Understanding and addressing user needs and feelings is crucial for improving the user experience.
Focus on Value: A guiding principle in ITIL 4 that emphasizes delivering value, which includes understanding user emotions and expectations.
質問 # 46
Which of the following is the BEST description of problem prioritization?
- A. People with different areas of expertise working together to solve a problem
- B. Choosing which problems to work on first when there are insufficient resources
- C. Optimizing problem resolution and mitigation
- D. The importance of a problem relative to other problems
正解：B
解説：
Problem prioritization refers to the process of determining which problems should be addressed first based on their impact, urgency, and available resources. This becomes particularly important when resources are insufficient to address all problems simultaneously. Prioritization helps ensure that the most critical problems, which could have the highest business impact, are dealt with promptly.
質問 # 47
An organization is implementing a new service configuration management system. How will incident management practice benefit from it?
- A. The system will help to diagnose incidents
- B. The system will help manage incident records
- C. The system will help to collect user's feedback
- D. The system will help to detect incidents
正解：A
解説：
A Service Configuration Management System (CMS) or Configuration Management Database (CMDB) stores detailed information about the configuration items (CIs) and their relationships. This data is crucial for diagnosing incidents by providing insight into which components may be causing or affected by an incident.
Diagnosing Incidents (Answer C - Correct): A CMS helps Incident Management by providing valuable data about the configuration items involved in an incident. By understanding the relationships between different components, the system can help identify the root cause of incidents more effectively.
Detecting Incidents (Answer A - Incorrect): Incident detection is typically handled by monitoring tools rather than the CMS. The CMS supports diagnosis but does not directly detect incidents.
Managing Incident Records (Answer B - Incorrect): Incident records are typically managed in an IT service management (ITSM) tool. While the CMS contains valuable configuration data, it is not primarily used to manage incident records.
Collecting User Feedback (Answer D - Incorrect): The CMS is not used to collect user feedback. Feedback is typically gathered through the Service Desk or other user interaction systems.
ITIL 4 Reference:
Incident Management Practice: The CMS provides essential data for diagnosing incidents by giving a clear picture of the affected configuration items and their interdependencies.
質問 # 48
Which monitoring and oven! management activity is MOST LIKELY to involve partners and suppliers?
- A. Providing application programme interface (APIs) that integrate with the service provider's monitoring and event management systems
- B. Defining monitoring and event thresholds for all services delivered by the service provider
- C. Providing information about how services that utilize internal and externally provided components, enable value fill customers.
- D. Providing consultancy on how to design and develop new IT services
正解：A
解説：
Partners and suppliers often provide APIs to integrate external components with the service provider's monitoring and event management systems. This is critical for ensuring that services with both internal and external dependencies can be monitored cohesively, ensuring a seamless operation.
Defining thresholds and providing service information (Options A and B) are more internal activities managed by the service provider.
Providing consultancy on service design is unrelated to monitoring and event management.
質問 # 49
A service provider has different product focused teams, plus a small problem management team.
What activity is MOST LIKELY to be a responsibility of the problem management team?
- A. Reviewing known errors
- B. Coordinating problem solving teams
- C. Identifying and logging problems
- D. Investigating problems
正解：B
解説：
In organizations where multiple product-focused teams exist alongside a small problem management team, the problem management team's primary role is often to coordinate problem-solving activities across these teams. This ensures that the right people are involved in the investigation and resolution of problems, facilitating collaboration and driving solutions.
Identifying and logging problems (Option A) is typically performed by product-focused teams or incident management.
Investigating problems (Option B) may be a shared responsibility but is often handled by the product-focused teams.
Reviewing known errors (Option D) is part of the error control process but not the main responsibility in a coordination-heavy role.
質問 # 50
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. Workflow management and collaboration tools
- B. Survey tools
- C. Work planning and prioritization tools
- D. Analysis and reporting tools
正解：A
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 # 51
A service provider wants to improve its proactive problem identification capabilities. To support this objective, it is reviewing the software tools currently used for problem management. Which automation capabilities will be particularly important for proactive problem identification?
- A. Separation of problem control and error control
- B. Integration with knowledge bases
- C. Practice measurement and reporting
- D. Integration with incident management records
正解：D
解説：
For proactive problem identification, the ability to correlate and analyze data from incident management records is crucial. By integrating problem management tools with incident management, the organization can detect patterns of recurring incidents, helping identify potential problems before they escalate. Automation capabilities that link these two practices will allow the service provider to enhance its proactive problem management capabilities, focusing on long-term solutions to reduce incident occurrence.
質問 # 52
How can partners and suppliers support the monitoring and event management practice?
- A. By providing incident management tools
- B. By defining which informational events require immediate action
- C. By building event generation capabilities into their product's operating system
- D. By benchmarking service performance against SLAs agreed with customers
正解：C
解説：
Partners and suppliers can support the monitoring and event management practice by integrating event generation capabilities into their products, allowing the organization to monitor and manage events more effectively. This allows systems to automatically generate and report events based on predefined triggers, facilitating proactive management.
Event Generation: By building event generation capabilities into their products, suppliers ensure that critical events are automatically detected and reported, supporting the organization's monitoring efforts.
Option A ("By building event generation capabilities into their product's operating system") is the correct answer because it directly supports the ability to monitor systems effectively through automated event generation.
Incorrect Options:
Option B: Defining which events require immediate action is part of internal event handling, not a supplier's responsibility.
Option C: Benchmarking performance is useful but not directly related to event management.
Option D: Providing incident management tools supports incident resolution, not event generation.
質問 # 53
How can partners and suppliers support the 'service desk' practice?
- A. By advising on how to build the team and implement an information system
- B. By providing problem management tools
- C. By outsourcing the development of IT services
- D. By reducing the need to customize the IT services
正解：A
解説：
Partners and suppliers in ITIL 4 play a significant role in supporting service management practices, including the service desk. The key is understanding how they can complement and enhance service operations through their expertise and resources.
A . By reducing the need to customize the IT services: This option relates more to service design or service development. It doesn't specifically align with how partners and suppliers would support the operational and communication-focused aspects of the service desk.
B . By advising on how to build the team and implement an information system (Correct Answer): Partners and suppliers often provide expertise in areas such as team structuring, system implementation, and best practices. In the context of the service desk, external expertise can be invaluable in setting up effective service desk operations, selecting and implementing tools for managing communication, and ensuring smooth integration with other IT operations.
C . By providing problem management tools: While problem management tools are valuable, they are more directly aligned with the problem management practice rather than supporting the service desk. The service desk focuses on communication, incident capture, and request management.
D . By outsourcing the development of IT services: Outsourcing the development of IT services is more aligned with service delivery and design. While external service providers may offer support for technical services, this does not directly support the service desk's operational focus.
Therefore, B is the correct answer as it clearly reflects how partners and suppliers can support the service desk practice through advice on team building and systems implementation.
質問 # 54
If an organization's service request management practice only partially achieves its purpose, which capability level of the ITIL maturity medal in applicable?
- A. Level 2
- B. Level 3
- C. Level 4
- D. Level 1
正解：A
解説：
If an organization's service request management practice only partially achieves its purpose, it would be classified at Level 2 on the ITIL maturity model. At this level, processes are documented but are not consistently followed or integrated into the organizational culture. This leads to the practice being performed inconsistently or in an ad-hoc manner.
Level 1 represents an initial, chaotic process, while Level 3 and Level 4 reflect higher maturity with more consistent and optimized processes.
質問 # 55
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