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

質問 1：
An organization is using an out-of-the-box service from a large service provider. How does the service provider know about the organization's needs?
A. The organization submits a detailed list of requirements to the service provider
B. The organization must customize the out-of-the-box service to meet its own needs
C. The service provider conducts one-on-one interviews with the organization
D. The service provider's marketing and business analysis teams consider generic market needs, instead of the needs of this specific organization
正解：D

質問 2：
The IT team in a large enterprise is replacing an important application used for internal communication and collaboration. The team is very enthusiastic about the new application and believes it enables new and better ways of working. Pilot users, however, are reluctant to use the new features and just replicate old ways of working in the new system.
How can a 'service mindset' improve the situation?
A. By creating strict policies to enforce the use of new features
B. By encouraging users to understand the features of the new application, and how it can contribute to the achievement of the enterprise's objectives
C. By limiting user access to only the new features of the application
D. By simplifying the new application to make it identical to the old one
正解：B

質問 3：
Which statement about service requests is CORRECT?
A. Service requests are submitted via agreed channels
B. Service requests require approval from senior management
C. Service requests are only applicable for IT-related needs
D. Service requests are always handled as incidents
正解：A

質問 4：
A service provider wants to use a technology-generated approach for updating a software application installed on the mobile devices of the service users. Which is the MOST APPROPRIATE method?
A. Using a push method to check the user's device each time it is connected
B. Using a manual process for each update
C. Allowing users to pull updates when they choose
D. Sending email notifications for manual installation of updates
正解：A

質問 5：
An organization is encouraging its staff to work from home instead of the office. This has caused changes to how and when users access services.
Which aspect of 'managing demand and opportunities' would provide a better understanding of this situation?
A. Analyzing patterns of business activity
B. Monitoring service availability
C. Creating new service level agreements
D. Implementing resource optimization tools
正解：B

質問 6：
An organization wants to introduce a new service. There are many teams that will contribute to the design, development and transition of the service.
Which approach should the organization follow when creating a value stream for this new service?
A. Create separate value streams for practices, people, tools and suppliers, to ensure that the 'four dimensions' are considered equally
B. Create one value stream for the entire project, to enable an end-to-end, holistic vision of the service
C. Create one value stream for each team, to allow the teams to focus on their different objectives
D. Create separate value streams for every project phase, to ensure that each milestone is achieved using agile techniques
正解：B

質問 7：
Which BEST describes the primary role of a governing body?
A. To establish and regularly review the effectiveness of risk management and internal controls
B. To annually review and approve IT projects to maximize business value
C. To establish and regularly review the goals cascade throughout the organization
D. To develop and regularly review IT measurements and metrics
正解：A