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

質問 1：
An organization that has been successful in the past is now struggling to succeed in a highlycompetitive industry. Customer expectations that are changing in unpredictable ways, and unclear user requirements, are making it difficult for the organization to decide a course of action. Several conflicting approaches have been suggested.
In the context of the Cynefin framework, which approach would BEST enable the organization to progress?
A. Ask experts to analyse the options and provide a recommendation
B. Set clear objectives and apply proven best practices
C. Use safe-to-fail experiments to collect knowledge
D. Take quick action to stabilize the situation
正解：C

質問 2：
An internal IT service provider does not have all the skills needed to create and deliver a new service, but could develop them with enough time. There are many external service providers who can provide this service. Which approach should the organization follow to decide if they should use the internal service provider or to source the service externally?
正解：
Start by reviewing organizational policies for sourcing services, then identify the most \/ O important criteria for selecting a service provider, and use a 'decision matrix' to compare service providers

質問 3：
An organization introduced a dedicated team of support agents, which answers questions, provides consultations and fulfils a range of predefined changes initiated by external users with higher levels of subscription.
Which practice ensures effective fulfilment of these service actions?
正解：
Service request management

質問 4：
A service provider is starting to design a customer journey. The service provider has documented the utility, warranty and experience that the service should deliver.
What else do they need to identify before they start to design the journey?
正解：
Outcomes that are needed from the service

質問 5：
A manager often focuses on avoiding risk, and blames staff when things go wrong. The manager also does not listen to suggestions and allow experimentation. This has resulted in a lack of innovation in the manager's team, and several of the team's senior members have left the organization.
Which behaviours from safety culture would allow this manager to increase innovation and retain more staff?
1. Focus on inclusion and ignore toxic relationships
2. Treat failures as improvement opportunities
3. Encourage continual organizational learning
4. Encourage collaboration and discourage conflict
A. 1 and 4
B. 1 and 2
C. 2 and 3
D. 3 and 4
正解：C

質問 6：
An IT department in a large enterprise has been managing a service that is core to the enterprise's strategy and objectives. Recently, the quality of a service has been falling. Investigations have revealed that the service team works on resolving incidents, requests and problems, and also development, testing, and releasing new functionality. Due to the mixed workload, the team are unable to complete many tasks to the level of quality required.
Which approach would MOST LIKELY help in this situation?
A. Use forecasting techniques to model workload over time and ensure that the team has the right number of people with required skills to meet the workload
B. Outsource the incident, request and problem workload to a managed services provider, so that the service team can focus on developing new functionality quickly
C. Adjust incident resolution and request fulfilment SLAs so that the customer service team has more time to resolve issues without breaking their formal commitments
D. Reduce the demand for new functionality so that the overall workload is at a level that the service team can manage without becoming overwhelmed
正解：A

質問 7：
The service desk procedure for printer incidents is to verify that this is a hardware fault, and then contact a supplier. The supplier has a contract to repair or replace faulty printers within two days. A user contacts the service desk to say that their printer is broken, and they urgently need a printout of a contract or a significant sale will be lost. What should the service desk agent do?
正解：
Log a call with the supplier, but also arrange for the contract to be printed at another printer and delivered to the user