ITIL-4-Transition試験無料問題集（63題）「ITIL 4 Managing Professional Transition 認定」

出題：1

An organization is experiencing difficulties with the way it resolves incidents. The service desk staff are often unsure which teams to escalate an incident to. The incident is then passed between different teams until it reaches the correct team. Also, the service desk analyst does not always know the correct type of information and level of detail which will be required by the team that resolved the issue. The organization is considering moving away from a formally organized system of tiered support groups. Which is an alternative to this structure that would help to improve the situation?

A. Continuous integration

B. Swarming

C. Data analytics

D. Robotic process automation

正解：B 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：2

An organization's customers have historically been satisfied with the functionality and performance of its service. Recently, hovewer, the organization is getting complaints about both the performance of the services and areas such as sales and customer support. How BEST can the organization collect the information needed to address these complaints?

A. Gather customer service performance metrics and map to SLAs

B. Collect customer experience and service level metrics

C. Use feedback from service reviews to assess value realization

D. Conduct satisfaction surveys after service interactions

正解：B 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：3

Which describes the customer journey?

A. The end-to-end experience customers have with service providers

B. The experience the service user gets from the service provider

C. The actions that the service provider takes to attract new customers

D. The actions that the user undertakes to be able to use the service

正解：A 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：4

What do design thinking and service-dominant logic have in common?

A. Both involve collaborating with customers to ensure their needs are met

B. Both focus solely on the needs and problems of the consumers

C. Both focus on product functionality and on building new features

D. Both require clearly defined requirements and acceptance criteria

正解：A 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：5

Which high velocity IT objective considers an organization's ability to continue providing business services when disruptive events affect its digital products?

A. Assured conformance

B. Fast development

C. Resilient operations

D. Valuable investments

正解：C 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：6

A large service provider with many staff has built a relationship with a customer and agreed a 10-year contract. Both organizations have shared information freely and responded to requests.
Which is MOST LIKELY to be a threat to maintaining the relationship?

A. Failing to deal with communication in a timely fashion

B. Changes in service provider and customer staff

C. Scheduling interactions between customer and service provider

D. Failing to explain service provider actions that impact the customer

正解：D 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

ITIL-4-Transition試験無料問題集「ITIL 4 Managing Professional Transition 認定」