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

質問 1：
Which is an example of planning for value co-creation?
A. Agreeing with a customer the service desk team's response times for each method of user contact
B. Setting expectations with a vendor for service delivery
C. Defining KPIs for service quality that align with internal team objectives
D. Documenting user feedback in a service improvement register
正解：A

質問 2：
What should be done FIRST when designing a customer journey?
A. Mapping the technical requirements for service delivery
B. Defining the desired outcome and the value proposition
C. Identifying potential risks to the journey
D. Creating a feedback loop for customer input
正解：B

質問 3：
Users are complaining that service desk agents do not listen to them and make assumptions about what their issues are.
Which action would BEST help to improve this situation?
A. Automating service desk processes to reduce human error
B. Improve the training given to the staff of the service desk function
C. Implement stricter service desk performance metrics
D. Increase the number of service desk agents available
正解：B

質問 4：
Which TWO are examples that can be handled as service requests?
A customer asks a service provider to design an app for staff to submit vacation requests.
A staff member asks for a new barcode scanner from an internal IT department.
A manager requires swift changes to user access rights for an employee.
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：
A service provider is planning a major change to its services and the way it delivers them. The project will include many changes to the working practices of staff. The service provider expects resistance to these changes and would like to manage communication in a sensitive way.
Which is the MOST appropriate approach?
A. Send an email to the affected staff and ensure that as much detail as possible is included
B. Use a mix of communication methods and ensure that a feedback mechanism is included that allows anonvmitv to be retained
C. Use a mix of communication methods and ensure that any feedback received is shared openly on a public forum
D. Use instant messaging for both communicating and receiving feedback to ensure a quick response for all affected staff
正解：B

質問 6：
An IT service provider is carrying out an internal assessment to identify opportunities to develop and improve their services. They have reviewed workflows and activities, the capabilities of their workforce, and supplier contracts.
Which area do they also need to consider?
A. Financial budgets
B. Information and technology
C. Customer satisfaction metrics
D. Service design processes
正解：D

質問 7：
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