最新なITIL ITIL-DSV問題集（82題）、真実試験の問題を全部にカバー！

質問 1：
A service provider encourages their users to form a user support commun What is a potential benefit to the service provider?
A. The creation of groups that can be used to provision services
B. The reduction in demand for support from the service provider
C. Reduced collaboration between user organizations
D. Improved collaboration within the service provider organization
正解：B
解説: (Pass4Test メンバーにのみ表示されます)

質問 2：
An organization is aiming to develop a partnership relationship with their service consumers. One of the objectives is to increase the level of trust and customers' satisfaction by establishing a service mindset across the organization. Which initiative is the BEST way to achieve it?
A. Develop interpersonal skills and service empathy in all teams
B. Establish and enforce detailed service level agreements
C. Hire and develop good relationship managers
D. Carry out a capability assessment and share the results with customers
正解：A
解説: (Pass4Test メンバーにのみ表示されます)

質問 3：
The IT Manager of an organization is drafting the business case to move to the public cloud. The IT Manager seeks your advice to understand the approach that can be considered. What is the best approach that you will suggest?
A. Draw up a customer journey map of all different types of customers to understand the value the service brings.
B. Map out the SWOT analysis and perform a risk analysis to understand which services are ready to be migrated to the public cloud.
C. Organize an onboarding workshop with all stakeholders early in the process, this will increase the customer's engagement.
D. Put continual improvement at the center of this initiative and use all the ITIL guiding principles.
正解：D

質問 4：
Which activity, carried out by both the service provider and the service consumer, enables service provision and consumption to start?
A. Building trust
B. Assessing mutual readiness
C. Designing the customer journey
D. Onboarding
正解：D
解説: (Pass4Test メンバーにのみ表示されます)

質問 5：
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. Instructing users to take their device to the service desk team when convenient
B. Using a self-service portal for the user to request the service desk to provide the update
C. Instructing the service desk to contact users when updates are available, and guiding them through the update procedure
D. Using a push method to check the user's device each time it is connected
正解：D
解説: (Pass4Test メンバーにのみ表示されます)

質問 6：
A user has logged an incident because their laptop is performing badly. This is potentially going to impact a big sale. The service level agreement says that the response should be within 8 hours, but the service desk agent recognizes that this is an exceptional situation and escalates the situationimmediately. The issue is resolved quickly and the user is delighted with the service. What is this an example of?
A. Moment of truth
B. Elevating capabilities
C. Smoothing demand
D. Design thinking
正解：A
解説: (Pass4Test メンバーにのみ表示されます)

質問 7：
An organization is considering outsourcing its data center. The Supplier Manager is analyzing the potential external service providers.
Which factor should NOT be considered by the Supplier Manager in the decision making process?
A. Size of the organization
B. Geographic presence
C. Patents filed year to date
D. Financial situation
正解：C
解説: (Pass4Test メンバーにのみ表示されます)

質問 8：
An organization will navigate through a digital transformation. What would help the service provider to maintain a good relationship during this time of organizational change?
A. Increase the service levels during the transformation period.
B. Carry out customer satisfaction surveys regularly and take action on the results.
C. Guarantee all downtimes will be solved within the agreed targets.
D. Lower the billing margin during the transformation period.
正解：B
解説: (Pass4Test メンバーにのみ表示されます)