ユニークITIL ITIL-4-Foundation｜信頼的なITIL-4-Foundation資格練習試験｜試験の準備方法ITIL 4 Foundation Exam的中合格問題集

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ITIL ITIL-4-Foundation Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Understand the purpose and effects of the service value system	15-20%	- Overview of the service value system - The ITIL practices in the service value chain - Opportunity and demand - The service value chain
Topic 2: Understand the four dimensions of service management	15-20%	- Information and technology - Overview of the four dimensions - Organizations and people - Partners and suppliers - Value streams and processes
Topic 3: Understand the key ITIL practices	30-35%	- Supplier management practices - Service configuration management practices - Incident management and request fulfillment practices - Service level management practices - Relationship management practices - Continual improvement practices - Service desk practice
Topic 4: Understand the key concepts of service management	15-20%	- Key concepts of the service relationship - Organize and deliver value with services - Key concepts of creating value with services
Topic 5: Understand how the ITIL framework guides the organization	15-20%	- The ITIL principles in detail - Other frameworks and methods - Nature and use of the ITIL guiding principles

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ITIL 4 Foundation Exam 認定 ITIL-4-Foundation 試験問題 (Q13-Q18):

質問 # 13
Which is part of the value proposition of a service?

A. Risks imposed on the consumer by the service
B. Costs removed from the consumer by the service
C. Costs imposed on the consumer by the service
D. Outputs of the service received by the consumer

正解：B

質問 # 14
Which statement about known errors and problems is CORRECT?

A. Known error is the status assigned to a problem after it has been analysed
B. A known error is the cause of one or more problems
C. Known errors cause vulnerabilities, problems cause incidents
D. Known errors are managed by technical staff, problems are managed by service management staff

正解：A

質問 # 15
An SLA is a service level agreement.
Which describes the 'watermelon SLA' effect?

A. SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed.
B. Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction.
C. The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied.
D. A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers' experiences.

正解：C

解説：
Reference: https://www.bmc.com/blogs/itil-service-level-management/

質問 # 16
Which usually requires a team of representatives from many stakeholder groups?

A. Logging a new problem
B. Fulfilling a service request
C. Authorizing an emergency change
D. Investigating a major incident

正解：D

質問 # 17
Which of the following is a necessity to a successful service level agreement (SLAs)?

A. The language and terms used in the SLA should be commonly understood by all parties
B. Base the SLA on system-based metrics that are useful to the service provider
C. Vague targets, such as those related to user experience should be avoided
D. In order to promote consistent service, they should be be carried forward, unchanged, from one year to the next

正解：A

解説：
A service level agreement (SLA) is a documented agreement between a service provider and a customer that identifies both services required and the expected level of service1. A necessity to a successful SLA is that the language and terms used in the SLA should be commonly understood by all parties, to avoid ambiguity, confusion, and disputes2. The other statements are not true because:
Base the SLA on system-based metrics that are useful to the service provider: The SLA should be based on customer-based metrics that are meaningful to the customer and reflect the value of the service2.
In order to promote consistent service, they should be carried forward, unchanged, from one year to the next: The SLA should be reviewed and updated regularly to reflect changing business needs, customer expectations, and service performance2.
Vague targets, such as those related to user experience should be avoided: The SLA should include both quantitative and qualitative targets, such as those related to user experience, satisfaction, and perception, as well as availability, reliability, and security2. Reference: ITIL Foundation - ITIL 4 Edition, page 16; ITIL 4 - A Pocket Guide, page 37; ITIL 4 Practice Guide: Service Level Management, page 8.

質問 # 18
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