ITIL-4-Foundation練習試験テスト最新問題2023年02月 [Q149-Q165]

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ITIL-4-Foundation練習試験テスト最新問題2023年02月

ITIL-4-Foundation試験を一発合格保証問題集！

ITIL ITIL-4-Foundation 認定試験の出題範囲：

トピック	出題範囲
トピック 1	ITIL 4で説明されているITILプラクティスが、現在のITILプロセスによって提供される価値と重要性をどのように維持するか
トピック 2	同時に、需要から価値まで、サービス管理とITのさまざまな分野に統合されるように拡大します
トピック 3	リーン、アジャイル、DevOpsの重要な概念、およびこれらがビジネス価値を提供するために重要である理由
トピック 4	ITIL4の指導原則サービス管理の4つの側面
トピック 5	製品やサービスの形で顧客や他の利害関係者との価値の共創を促進するための包括的なアプローチ

質問 149
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?

Information security management

Change enablement

Problem management

Service configuration management

質問 150
Which is an important principle of communication in service operation?

Information should always be communicated

It has an intended purpose or a resultant action

Meetings are always the best method of communication

It is stored in the configuration management system

質問 151
Which practice has a purpose that includes restoring normal service operation as quickly as possible?

Problem management

Incident management

Deployment management

Supplier management

質問 152
Which practice may involve the initiation of disaster recovery?

Incident management

Service request management

Service level management

IT asset management

質問 153
Which statement about the automation of service requests is CORRECT?

Service requests that cannot be automated should be handled as incidents

Service requests and their fulfillment should be automated as much as possible

Service requests that cannot be automated should be handled as problems

Service requests and their fulfillment should be carried out by service desk staff without automation

質問 154
Which statement about the known error database (KEDB) is CORRECT?

It is maintained by the service desk and updated with the details of each new incident

It is a part of the configuration management database (CMDB) and contains workarounds

It is maintained by problem management and is used by the service desk to help resolve incidents

It is maintained by incident management and contains solutions to be implemented by problem

management

質問 155
Which dimension is MOST concerned with skills, competencies, roles and responsibilities?

Organizations and people

Information and technology

Partners and suppliers

Value streams and processes
Value streams and processes focus mainly on those areas which ensure integration and coordination of various actions and parts which contribute towards better value creation for the organization. This dimension is more concerned about the way the organization has organized the activities or processes and how it enables and ensures the value creation across all stakeholders.
https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-four-dimensions-it-service-management

質問 156
What is used to link activities within the service value chain?

Service level agreements

Inputs, outputs and triggers

Opportunity, demand and value

Service desk

質問 157
Which practice facilitates operational communication between the service provider organization and users in the service consumer organization?

Service level management

Relationship management

Service desk

Monitoring and event management

質問 158
Which guiding principle considers the importance of customer loyalty?

Progress iteratively with feedback

Focus on value

Optimize and automate

Start where you are

質問 159
Which is an activity in the ‘Problem control’ phase of problem management?

Re-assessing a known error to manage the ongoing impact.

Reviewing incident records to identity trends

Implementing a technical fix to resolve an issue

Documenting the steps in workaround

Problem Control. Problem control activities include problem analysis and documenting workarounds and known errors.
Just like incidents, problems will be prioritized based on the risk they pose in terms of probability and impact to services. Focus should be given to problems that have highest risk to services and service management.
https://www.bmc.com/blogs/itil-problem-management/#:~:text=2.,probability%20and%20impact%20to%20services.

質問 160
What is a problem?

An addition or modification that could have an effect on services

Any change of state that has significance for the management of a configuration item

A cause or potential cause of one or more incidents

An unplanned reduction in the quality of a service

質問 161
Which practices are typically involved in the implementation of a problem resolution?
1. Continual improvement
2. Service request management
3. Service level management
4. Change control

1 and 2

1 and 4

3 and 4

2 and 3

質問 162
What can be used to determine if a service is ‘fit for purpose’?

Availability

Warranty

Outcome

Utility

質問 163
What should be done first when applying the ‘focus on value’ guiding principle?

Identify all suppliers and partners involved in the service

Determine the cost of providing the service

Identify the outcomes that the service facilitates

Determine who the service consumer is in each situation

質問 164
Which TWO are important aspects of the ‘service request management’ practice?
1. Standardization and automation
2. Providing a variety of channels for access
3. Establishing a shared view of targets
4. Policies for approvals

1 and 2

2 and 3

3 and 4

1 and 4

質問 165
Which service value chain activity deals with the purchase of new products?

Engage

Obtain/build

Plan

Improve

In ITIL, there are six activities in the service value chain which represent the steps an organization takes in the creation of value:
Plan
Engage
Design and Transition
Obtain/Build
Deliver and Support
Improve
https://www.bmc.com/blogs/itil-service-value-chain/

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