Peoplecert ITIL-4-Specialist-High-velocity-IT 問題集

質問 1：
An organization has signed a contract to outsource its service desk function to a supplier. The organization wants to ensure that its customers and users will receive a seamless support service.
Which activity would MOST help the organization at this stage?
正解：
Integrating supplier activities into organization's value streams

質問 2：
Which competency profile is required by an individual who is tasked with motivating others to adopt the new ways of working required to support the organization's goals?
A. Coordinator/communicator
B. Technical expert
C. Leader
D. Administrator
正解：C

質問 3：
An employee has some concerns at work but does not share this information with others because they fear that this would damage their reputation and position.
What is PRIMARILY concerned with preventing this situation?
A. Safety culture
B. Design thinking
C. Toyota Kata
D. Integration of duties
正解：A

質問 4：
Which TWO are examples that can be handled as service requests?
1. A customer asks a service provider to design an app for staff to submit vacation requests.
2. A staff member asks for a new barcode scanner from an internal IT department.
3. A manager requires swift changes to user access rights for an employee.
4. A service provider establishes a channel for users to submit emergency changes.
A. 1 and 4
B. 2 and 4
C. 2 and 3
D. 1 and 3
正解：C

質問 5：
After completing an online training course, the employees of an organization are better equipped to utilize digital systems.
Which mid-level goal is supported by this training?
A. Valuable investments
B. Co-created value
C. Resilient operations
D. Fast development
正解：B

質問 6：
Resource constraints have slowed an organization's efforts to expand into new markets.
Which practice would recommend eliminating products and services that are not enabling value, so that the required resources can be made available?
A. service management
B. Portfolio management
正解：B

質問 7：
An organization is receiving complaints about the performance of one of its online services. Some of the complaints are coming from its internal employees who are reporting issues with onboarding new consumers. The organization has limited resources. Which is the FIRST step that this organization should take to address the complaints?
正解：
Analyse the patterns of business activity