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質問 # 51
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. 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
- B. Focus on cost as the sole deciding factor
- C. Outsource immediately to save time
- D. Conduct an internal survey to determine staff preferences
正解：A
質問 # 52
A commercial service provider is creating a new strategic plan. It has developed the following tactics and operational plans:
* Tactic 1 - acquire new resilient infrastructure
* Tactic 2 - launch services by region
* Operational plan 1 - operate infrastructure to meet service levels
* Operational plan 2 - train staff on new infrastructure skills.
Which strategy do these tactics and operational plans support?
- A. Identify customer needs for new services by researching market
- B. Increase revenue by introducing a new range of services
- C. Ensure improved handling of service requests by training staff
- D. Ensure successful deployment by preparing implementation plan for new services
正解：B
質問 # 53
An organization is using an out-of-the-box service from a large service provider. How does the service provider know about the organization's needs?
正解：
解説：
The service provider's marketing and business analysis teams consider generic market ^ needs, instead of the needs of this specific organization</li>
質問 # 54
An organization is undergoing a digital transformation. New behaviour patterns are encouraged among the teams. Many employees have adopted these patterns, but others are reluctant and unsure. An anonymous survey conducted by the leadership team highlighted that some team members avoid experimentation and prefer to search or wait for a single correct solution.
Which TWO key behaviour patternsare MOST LIKELY to be affected by this attitude?
1. Accept ambiguity and uncertainty
2. Commit to continual learning
3. Help get customers'jobs done
4. Trust and be trusted
- A. 2 and 3
- B. 1 and 2
- C. 3 and 4
- D. 1 and 4
正解：B
質問 # 55
A customer is retiring a service and has terminated the contract for the service with the service provider.
The service provider will continue to deliver other services to the customer. Which activity should the service provider include in the plans to offboard the service?
正解：
解説：
Identifying and making requests for outstanding payments for the service
質問 # 56
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. Postpone the requirements gathering until a budget increase is approved
- B. Focus only on the most critical requirements to reduce costs
- C. Work with the users to establish a set of requirements and involve the customer in clarifying and agreeing on the requirements
- D. Use standard templates to define requirements without user input
正解：C
質問 # 57
Identify the missing words in the following sentence.
The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives.
- A. 'service request management' practice
- B. service value system
- C. four dimensions of service management
- D. 'focus on value' guiding principle
正解：B
質問 # 58
what should be included in an organization's approach to risk management
- A. an approach to ensuring that risk management is continually aligned with objectives
- B. nothing
正解：A
質問 # 59
What should be included in an organization's approach to risk management?
- A. A focus only on risks that have already occurred
- B. A static list of risks documented at the start of the project
- C. An approach to ensuring that risk management is continually aligned with objectives
- D. Only risks related to regulatory compliance
正解：C
質問 # 60
An IT department is planning to make significant investments in new testing technology that will enable them to provide much more reliable services.
What does this situation describe?
- A. Digital transformation
- B. Digital organization
- C. High velocity IT
- D. IT transformation
正解：D
質問 # 61
Which is a valid description of the priorities when using agile development methods?
- A. k
- B. 35px;">Responding to changes over following a plan
正解：B
質問 # 62
Resource constraints have slowed an organization's efforts to expand into new markets.
Which practice would recommend eliminating products and services that are not enabling value, so that the required resources can be made available?
- A. Portfolio management
- B. service management
正解：A
質問 # 63
The IT team in a large enterprise is replacing an important application used for internal communication and collaboration. The team is very enthusiastic about the new application and believes it enables new and better ways of working. Pilot users, however, are reluctant to use the new features and just replicate old ways of working in the new system.
How can a 'service mindset' improve the situation?
- A. By simplifying the new application to make it identical to the old one
- B. By creating strict policies to enforce the use of new features
- C. By limiting user access to only the new features of the application
- D. By encouraging users to understand the features of the new application, and how it can contribute to the achievement of the enterprise's objectives
正解：D
質問 # 64
An IT service provider is carrying out an internal assessment to identify opportunities to develop and improve their services. They have reviewed workflows and activities, the capabilities of their workforce, and supplier contracts.
Which area do they also need to consider?
- A. Financial budgets
- B. Customer satisfaction metrics
- C. Service design processes
- D. Information and technology
正解：C
質問 # 65
Governance is a core component of the service value system.
How does governance support high-velocity IT?
- A. It defines the influence of political and economic factors on the organization
- B. It represents the types of resources used by the organization
- C. It offers a pattern for scientific thinking and routines for practice
- D. It directs the organizational entity responsible for digital technology
正解：D
質問 # 66
Which statement BEST describes the role of IT staff in risk management?
- A. IT staff have a perspective of potential risks in their work, and are responsible for contributing to the effective management of risks
- B. IT staff cannot be relied on to objectively identify potential risks in their work
- C. When IT services fail because of unidentified risk, responsible staff must be held accountable
- D. IT risk management is a specialized skill and should be performed only by specially trained staff
正解：A
質問 # 67
An organization provides an online portal that its employees can use to learn about and request standard services.
Which practice would ensure that users can easily find information on the portal and that the information is kept up-to-date?
- A. Service catalogue management
- B. Knowledge management
- C. Incident management
- D. Configuration management
正解：A
質問 # 68
Which statement about the end-to-end customer journey is CORRECT?
- A. It reflects an overall perception of the customer's experience
- B. It focuses exclusively on technical service outcomes
- C. It involves only the stages of service delivery and resolution
- D. It excludes customer interactions outside of the organization's processes
正解：A
質問 # 69
A service provider is planning to onboard a new desktop service for a new customer.
Which activity will be carried out by the customer?
- A. Setting up remote access tools for the service provider
- B. Ensuring hardware compatibility with the desktop service
- C. Training users in the correct procedures for accessing support for the desktop service
- D. Creating service level agreements
正解：C
質問 # 70
An IT service provider is carrying out an internal
assessment, to identify opportunities to develop and improve their
services. They have reviewed workflows and activities, the capabilities of their workforce, and supplier contracts.
Which area do they also need to consider?
正解：
解説：
Information and technology
質問 # 71
Which statement about the reporting of service outcomes and performance is CORRECT?
- A. Service performance metrics should be mapped to customer outcomes
- B. Customer satisfaction feedback should be mapped to service provider outcomes
- C. Return on investment (ROI) should be mapped to customer outcomes
- D. IT component scorecards should be mapped to service provider outcomes
正解：A
質問 # 72
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