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

質問 1：
Which is the BEST method of monitoring the customers overall perception of a service?
正解：
Perform an analysis of complaints and compliments

質問 2：
A service provider is planning to onboard a new desktop service for a new customer. Which activity will be carried out by the customer?
正解：
Training users in the correct procedures for accessing support for the desktop service

質問 3：
What provides value to the organization by ensuring that there is end-to-end management over the organization's suppliers through a single entity?
A. Integration and data sharing
B. Workforce planning and management
C. Service integration and management
D. Shift-left
正解：C

質問 4：
Which activity describes user-centered service design?
正解：
Balancing user experience with the technical and business requirements

質問 5：
An organization is negotiating and agreeing the service levels for a social media site. Which is an example of a measure of utility that should be included in the service level agreement?
正解：
The number of photo formats supported for upload

質問 6：
Which is the BEST approach for a service consumer to use when they want to obtain services from a service provider?
A. Develop a list of needs focusing on what should be achieved
B. Provide the service provider with a detailed list of requirements
C. Ensure that their detailed requirements are based on a previous legacy solution
D. Ask the service provider to customize a solution to suit their requirements
正解：A

質問 7：
Which TWO are possible sources of demand for a value stream to restore a live service?
1. Someone is unable to log into their user account for the service
2. A monitoring tool detects a service failure
3. The service desk calls a user to provide a status update for an incident
4. A user provides feedback to the incident manager when an incident is closed
A. 1 and 4
B. 1 and 2
C. 2 and 3
D. 3 and 4
正解：B