ITIL ITIL-DSV 問題集

質問 1：
Which marketing technique helps to understand the needs of consumers by tracking their behavior?
A. Market segmentation
B. Brochures
C. Value propositions
D. Profiling
正解：D
解説: (Topexam メンバーにのみ表示されます)

質問 2：
In the context of the 'five principles of service design thinking', which principle includes combining touchpoints and interactions into service moments?
A. Co-creative
B. Evidencing
C. User-centered
D. Sequencing
正解：D
解説: (Topexam メンバーにのみ表示されます)

質問 3：
A potential customer is having trouble agreeing on the level of service it requires. What is the best approach to consider to come to an agreement?
A. Involve senior management to influence the customer to sign the contract.
B. Involve the legal department as the agreement should be clear and unambiguous.
C. Involve the project team to explain the service into detail to the customer.
D. Involve service level management to align the service level to the customer's objectives.
正解：D
解説: (Topexam メンバーにのみ表示されます)

質問 4：
Just minutes before the service desk operations close for the day, a user calls with an urgent request. What would be the BEST way to respond to the request?
A. Escalate to the second line team, the ticket remains within the service level agreement.
B. Log a ticket and work on it during the agreed business hours.
C. Assess the impact and decide to help the user even outside of the agreed business hours.
D. Listen and empathize with the user. Ask the user to call back during the agreed business hours.
正解：C
解説: (Topexam メンバーにのみ表示されます)

質問 5：
A service provider is failing its service level targets on a monthly basis. The resolution time of priority 1 incidents is breached frequently.
As the Incident Manager for the service provider, which action will you take?
A. Improve the triage step to guide priority 1 incidents to specialised groups.
B. Shift all service desk employees to the priority 1 incidents when they happen.
C. Add additional staff to the service desk team.
D. Remove the triage step as this slows down the incident resolution.
正解：A
解説: (Topexam メンバーにのみ表示されます)

質問 6：
After onboarding, the customers can access the service provider's mobile network. What is this an example of?
A. Joint Service actions
B. Transfer of goods
C. Interaction with operant service provider resources
D. Provision of access to resources
正解：D
解説: (Topexam メンバーにのみ表示されます)

質問 7：
A service provider has a hard time receiving user's feedback.
Which of the following is NOT an appropriate solution to improve the situation?
A. Respond to all feedback individually.
B. Hand out rewards for feedback.
C. Add social media channels to monitor and provide fast feedback.
D. Share the user's feedback on social media.
正解：D
解説: (Topexam メンバーにのみ表示されます)

質問 8：
A service provider is receiving complaints from the users about the migration to a new service. The users are finding difficult to identify and use features of the migrated service. What would have helped to prevent this?
A. All changes should be assessed and prioritized.
B. The users should be marked as an important stakeholder in the stakeholder map.
C. The outcomes should be part of the service level agreement.
D. An e-learning course describing migration of service should be easily available to the users.
正解：D
解説: (Topexam メンバーにのみ表示されます)