ITIL-4-Transition日本語受験教科書、ITIL-4-Transition模擬対策

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ITIL ITIL-4-Transition Exam Syllabus Topics:

Section	Objectives
Topic 1: High Velocity IT (HVIT)	- Lean, Agile, DevOps concepts - Digital transformation and ITIL guiding principles - Automation and continual improvement
Topic 2: Create, Deliver and Support (CDS)	- Workforce and technology management - Service value system and value streams - Service management practices integration
Topic 3: Direct, Plan and Improve (DPI)	- Continual improvement model - Governance and risk management - Strategy and direction setting
Topic 4: Drive Stakeholder Value (DSV)	- Customer journey and user experience - Service relationship management - CX and SLA management

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ITIL ITIL-4-Transition模擬対策、ITIL-4-Transition試験内容

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ITIL 4 Managing Professional Transition 認定 ITIL-4-Transition 試験問題 (Q37-Q42):

質問 # 37
Which statement about user communities is CORRECT?

A. Every user community should have at least one super-user
B. Informal user communities should be disbanded and merged into official groups
C. User communities are created by service providers to investigate the cause of problems
D. Communities set up by users may be recognized and supported by service providers

正解：D

解説：
Explanation
User communities are groups of people who share a common interest or need related to a service or product.
They can be formal or informal, online or offline, and may be initiated by service providers or users themselves. User communities can provide valuable feedback, insights, and support for service providers, as well as enhance the user experience and satisfaction. Therefore, service providers may recognize and support user communities that are set up by users, as long as they respect their autonomy and do not interfere with their activities. User communities are not created by service providers to investigate the cause of problems (option A), nor should they be disbanded or merged into official groups (option C). User communities may or may not have super-users, who are users with advanced skills or knowledge who canhelp other users, but this is not a requirement for every user community (option D). References: ITIL 4 Foundation, page 77; ITIL 4 Specialist: Drive Stakeholder Value, page 33.

質問 # 38
An organization with established processes for managing incidents, changes, and problems, receives a high volume of calls from users complaining that their issues are not being resolved efficiently. What is the FIRST step the organization should take to start to improve the situation?

A. Encourage teams to collaborate so they can focus on value of users
B. Improve the integration of tools to ensure there are no gaps between processes
C. Review skills and competencies of user support staff to ensure they have the required capability
D. Use value stream mapping to help understand the end-to-end flow of user support

正解：D

解説：
Value stream mapping is a technique that helps to understand the end-to-end flow of user support, from the demand to the value delivery. It is a tool that features in ITIL 4 Specialist: Create, Deliver and Support. Value stream mapping can help to identify the steps, activities, roles, responsibilities, tools, and outcomes involved in the user support process. It can also help to identify the value, waste, and opportunities for improvement in each step. Value stream mapping can help the organization to optimize the user support process and enhance the customer experience. Therefore, using value stream mapping is the first step the organization should take to start to improve the situation. The other options are not the first steps, but they could be considered after the value stream mapping is done. Reviewing skills and competencies of user support staff, improving the integration of tools, and encouraging teams to collaborate are all possible actions that could result from the value stream mapping analysis, but they are not the first step to understand the problem and the current state of the user support process. References:
* ITIL 4 & swarming - finding the right people & process | Axelos1
* Swarming vs Tiered Support Models Explained - BMC Software1
* What ITSM Practitioners Need to Know About Value Stream Mapping2

質問 # 39
Which term is used to define "any component that needs to be managed in order to deliver an IT service"?

A. An IT asset
B. An event
C. A configuration item
D. A change

正解：C

解説：
Comprehensive Explanation:
A Configuration Item (CI) is defined as:
Any component that must be managed in order to deliver an IT service.
Thus, Option C fits the exact ITIL 4 definition.

質問 # 40
Which practice requires skills such as empathy and emotional intelligence?

A. Service desk
B. Problem management
C. Service request management
D. Continual improvement

正解：A

解説：
Comprehensive Explanation:
The Service Desk is the single point of contact for users and must:
* Communicate effectively
* Show empathy
* Understand the user's emotional state
* Provide reassurance and support
ITIL emphasizes people skills as essential for service desk interaction.

質問 # 41
Which value chain activity ensures that products deliver stakeholder expectations for quality?

A. Obtain/build
B. Engage
C. Plan
D. Design and transition

正解：D

解説：
Explanation
The value chain activity that ensures that products and services continually meet stakeholder expectations for quality, costs and time to market is design and transition. This activity involves the following steps12:
Defining the requirements and specifications of the products and services based on the demand and feedback from the customers and other stakeholders.
Designing the products and services according to the requirements and specifications, as well as the best practices and standards of the organization and the industry.
Developing and testing the products and services to ensure that they meet the quality criteria and the expected outcomes.
Deploying and releasing the products and services to the customers and users, ensuring that they are ready for use and operation.
Validating and evaluating the products and services to ensure that they deliver the intended value and meet the stakeholder expectations.
Transitioning the products and services from the development stage to the operational stage, ensuring that they are integrated with the existing processes, systems and resources of the organization.
References: 1: ITIL 4 Create, Deliver and Support, AXELOS, 2019, p. 23-24 2: Value Chain Activity:
Design & Transition - Altervista, 3

質問 # 42
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