ITIL-DSV試験無料問題集（82題）「ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) 認定」

出題：1

A service provider is selecting a supplier to support the service provider's activities in a niche segment of the services its delivering.
What will be important to start a successful cooperation?

A. Warranty-based service level agreements are respected by all parties.

B. Organize daily stand-ups and demos to bring together the supplier and customer.

C. Establish trust-based service level agreements to improve the speed of delivery.

D. Organize open communication with all stakeholders on the aligned goals to achieve.

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)

出題：2

The IT Manager of an organization is drafting the business case to move to the public cloud. The IT Manager seeks your advice to understand the approach that can be considered. What is the best approach that you will suggest?

A. Organize an onboarding workshop with all stakeholders early in the process, this will increase the customer's engagement.

B. Put continual improvement at the center of this initiative and use all the ITIL guiding principles.

C. Draw up a customer journey map of all different types of customers to understand the value the service brings.

D. Map out the SWOT analysis and perform a risk analysis to understand which services are ready to be migrated to the public cloud.

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

Users contacting an organization's service desk team often complain that they are required to repeat information when communicating with different individuals and systems within the organization. Specialists that work with the service desk team also complain that they frequently do not get the information needed to handle user queries. What would resolve these issues for all stakeholders?

A. Providing multichannel support

B. Establishing omnichannel communications

C. Providing a self-service portal

D. Automating the logging of user emails

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：4

What of the following is NOT an example of a service value driver?

A. A new cell phone for the user

B. Resetting the PIN code for the user

C. Access to the mobile network of a service provider

D. Automatically renewing the contract with the service provider

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)

出題：5

Which is an example of planning for value co-creation?

A. Conducting an assessment of the service provider's 'change enablement' practice

B. Supporting naturally formed online user communities and groups

C. Delivering training sessions to internal staff to make them aware of future product changes

D. Agreeing with a customer the service desk team's response times for each method of user contact

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)

出題：6

In consideration to the complaints of long waiting times, an organization wants to improve its service desk.
Which is the most appropriate action that the Service Desk Manager should consider?

A. Merge the service desk and the engineering team to handle calls faster.

B. Increase the number of service desk employees.

C. Investigate when the users are calling the service desk.

D. Modify the Service Level Agreement to allow longer waiting times.

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：7

While engaging with a new customer, a service provider should consider which of the following considerations FIRST?

A. Which decisions and actions should involve the service provider.

B. What dependencies and risks should be considered when consuming the service.

C. What outcomes is the customer trying to realize.

D. How can we provide feedback to the service provider.

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：8

An organization is rebranding and renovating its branches. As part of the renovation, the physical network cabling is to be upgraded.
You are responsible to manage the supplier. How will you engage with the cabling provider?

A. Forecast the required demand and planning to the provider.

B. Create user accounts for the provider during the onboarding stage.

C. Invite the provider as part of the project board.

D. Focus on the value the cables are delivering to the bank and praise them for it.

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)

ITIL-DSV試験無料問題集「ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) 認定」