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質問 # 17
In the context of high-velocity IT, which statement about the ' four dimensions of service management ' is CORRECT?
- A. Making quick decisions without getting slowed down by data analysis enables agility
- B. Controlling suppliers' investments and policies reduces the risks of cloud-based services
- C. Differentiating digital technologies are best managed by a centralized IT organization
- D. Using automated tools supports the need to deliver digital products quickly and reliably
正解：D
解説：
HVIT relies heavily on the four dimensions of service management being balanced in ways that support speed, reliability, and value co-creation. Among the choices, B is the strongest and most clearly aligned statement because automation is a core enabler of fast and reliable digital delivery.
The uploaded ITIL 4 practice-guide manual explicitly notes the importance of automation and tooling within practices and also highlights the guiding principle to optimize and automate . In HVIT, automated tools support testing, deployment, monitoring, workflow control, observability, and repeatability. This improves both velocity and consistency.
A is too rigid and conflicts with the more distributed, product-oriented, and collaborative models common in digital organizations. C is too narrow and focuses on supplier control in a simplistic way. D is incorrect because HVIT is not about ignoring data; it is about fast decisions with effective feedback, telemetry, and evidence.
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質問 # 18
Which stakeholders should assess and evaluate value realization?
- A. Independent third-party auditors
- B. Only the service provider
- C. Only the service consumer
- D. Both the service consumer and the service provider
正解：D
質問 # 19
Which high-velocity IT objective MOST supports delivering product functionality in small increments?
- A. Fast development
- B. Valuable investments
- C. Co-created value
- D. Assured conformance
正解：A
解説：
Delivering functionality in small increments is a hallmark of fast development. It supports shorter feedback loops, lower deployment risk, earlier value realization, and easier adaptation to change. HVIT encourages this kind of incremental delivery to maintain flow and responsiveness.
Valuable investments is more about ensuring resources create meaningful returns and outcomes. Co-created value concerns the mutual realization of value in use. Assured conformance focuses on governance and control. The most direct objective behind small, frequent increments is fast development.
So C is correct.
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質問 # 20
An organization has recently made improvements to how users request new phones, track their arrival, and get help setting the phone up.
Which practice has been most affected by these improvements?
- A. Change Enablement
- B. Asset Management
- C. Incident Management
- D. Service Request Management
正解：D
質問 # 21
An organization experienced a security attack. A hacker accessed a system using login information gathered from social media sites. The incident was identified quickly and systems were restored without significant loss.
Which type of control should be improved?
- A. Correction
- B. Integrity
- C. Prevention
- D. Detection
正解：C
解説：
The scenario says the attack was identified quickly and systems were restored without significant loss. That means detection and corrective response were relatively effective. The weakness was that the attacker was able to gain access in the first place.
Therefore, the type of control needing improvement is prevention. This could include stronger identity protection, user awareness, multi-factor authentication, credential monitoring, and better social engineering resistance.
D is correct because the issue occurred before the detection stage; the preventive safeguards were insufficient.
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質問 # 22
An organization works in a highly regulated industry. A new regulation has been introduced that requires additional information to be recorded about users each time the service desk logs an incident in the service logging tool. They want to put controls in place to ensure that the regulation is followed.
Which is the BEST approach?
- A. Ensure that the service desk staff are aware of the new regulation, and continue to use existing reports of service desk activity
- B. Update the logging tool to ensure that the minimum data required by the regulation is always recorded, and report on any deviations
- C. Update the logging tool to ensure that all fields must be completed for every incident record, and produce daily reports of all service desk activity
- D. Ensure that the service desk staff are aware of the new regulation and let them decide what data to record and produce reports when requested
正解：B
質問 # 23
A team is evaluating commercial software products in an effort to improve communication and collaboration within the team.
The members of the team cannot agree on the process that they should use to evaluate the products.
Which step should the team complete LAST?
正解：
解説：
Define requirements for configuring the product
質問 # 24
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 # 25
An organization has begun using its knowledge management system to store virtual server configuration files.
It has also adapted its ' change enablement ' and ' deployment management ' practices to use infrastructure as code.
Which high-velocity IT objective is BEST supported by this?
- A. Valuable investments
- B. Co-created value
- C. Assured conformance
- D. Fast development
正解：C
解説：
Storing configuration files in a controlled knowledge system and using infrastructure as code improves consistency, traceability, repeatability, and auditability. Those qualities are central to assured conformance in HVIT, because the organization can demonstrate that changes are controlled, documented, and applied in a standardized way.
Fast development is also helped by infrastructure as code, but the strongest connection here is to control and compliance. The scenario highlights formalized configuration handling across knowledge, change, and deployment practices. That makes assured conformance the best answer.
This also aligns with ITIL 4 practice guidance on information exchange, automation, tooling, and controlled workflows within practices .
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質問 # 26
How can an organization facilitate positive outcomes and experiences throughout the customer journey?
- A. By understanding service consumer needs and desires
- B. By being fair and transparent with costs
- C. By ensuring key risks have been identified and addressed
- D. By optimizing the use of resources during the service lifecycle
正解：A
質問 # 27
An organization introduced a dedicated team of support agents, which answers questions, provides consultations and fulfils a range of predefined changes initiated by external users with higher levels of subscription.
Which practice ensures effective fulfilment of these service actions?
正解：
解説：
Service request management
質問 # 28
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 # 29
An IT department is working with the organization's marketing team to introduce a new set of analysis tools. Having read articles in the media about these tools, the marketing team has high hopes. Because the tools are being introduced using a phased implementation approach, the representatives of the two teams are struggling to agree on service level targets. How can the collaborate and promote visibility' guiding principle be applied to this situation?
正解：
解説：
By being transparent about constraints and managing expectations
質問 # 30
An organization with limited resources has a sales team that would like a new service to make it easier to manage customer information. There is also a finance team that wants to consolidate the organization's services to improve efficiency. One of the business units wants to introduce a new product line.
Which is the BEST way for the organization to manage this situation?
- A. Use the capabilities of the 'portfolio management' practice to prioritize the initiatives in line with the organization's objectives
- B. Hold separate meetings with each team to assess their needs
- C. Focus on the initiative with the highest immediate financial return
- D. Allocate resources equally to all teams to address their needs
正解：A
質問 # 31
What provides value to the organization by ensuring that there is end-to-end management over the organization's suppliers through a single entity?
- A. Workforce planning and management
- B. Shift-left
- C. Integration and data sharing
- D. Service integration and management
正解：D
質問 # 32
In service relationships, what is a benefit of identifying consumer roles
正解：
解説：
It enables stakeholder management
質問 # 33
An organization that has been successful in the past is now struggling to succeed in a highlycompetitive industry. Customer expectations that are changing in unpredictable ways, and unclear user requirements, are making it difficult for the organization to decide a course of action. Several conflicting approaches have been suggested.
In the context of the Cynefin framework, which approach would BEST enable the organization to progress?
- A. Use safe-to-fail experiments to collect knowledge
- B. Set clear objectives and apply proven best practices
- C. Take quick action to stabilize the situation
- D. Ask experts to analyse the options and provide a recommendation
正解：A
質問 # 34
A financial services organization wants to adopt continuous delivery, but regulators require evidence that high- risk changes receive additional scrutiny before release.
Which is the BEST way to support both rapid delivery and regulatory expectations?
- A. Use change models with different controls based on risk
- B. Delay all releases until a monthly governance meeting
- C. Reject continuous delivery for all regulated services
- D. Apply the same approval path to every change
正解：A
解説：
HVIT does not mean removing control. It means applying appropriate control in ways that preserve flow wherever possible. Using change models with different control paths based on risk is the best answer because it allows low-risk changes to move quickly while ensuring that high-risk changes receive the scrutiny required by regulation.
A is unnecessarily restrictive. B reduces agility and ignores risk-based thinking. D creates delay and batch risk. Risk-based change models are much more aligned with modern ITIL thinking and HVIT goals.
Therefore C is the correct answer.
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質問 # 35
An organization is aiming to develop a partnership relationship with their service consumers. One of the objectives is to increase the level of trust and customers' satisfaction by establishing a service mindset across the organization. Which initiative is the BEST way to achieve it?
正解：
解説：
Develop interpersonal skills and service empathy in all teams
質問 # 36
Which is the BEST approach for a service consumer to use when they want to obtain services from a service provider?
- A. Provide the service provider with a detailed list of requirements
- B. Ask the service provider to customize a solution to suit their requirements
- C. Ensure that their detailed requirements are based on a previous legacy solution
- D. Develop a list of needs focusing on what should be achieved
正解：D
質問 # 37
Which TWO are examples that can be handled as service requests?
1. A customer asks a service provider to design an app for staff to submit vacation requests.
2. A staff member asks for a new barcode scanner from an internal IT department.
3. A manager requires swift changes to user access rights for an employee.
4. A service provider establishes a channel for users to submit emergency changes.
- A. 1 and 3
- B. 2 and 3
- C. 2 and 4
- D. 1 and 4
正解：B
質問 # 38
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