ハイパスレートのITIL-DSV資格問題対応一回合格-実用的なITIL-DSV試験対策書

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Oct 10, 2024 - 12:07

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ITIL-DSV試験はJPNTestの教材を準備し、高品質で合格率が高く、実際の試験を十分に理解しており、ITIL-DSV学習教材を長年にわたって作成した専門家によって完了します。彼らは、ITIL-DSV試験の準備をするときに受験者が本当に必要とするものを非常によく知っています。また、実際のITIL-DSV試験の状況を非常によく理解しています。実際の試験がどのようなものかをお知らせします。ITIL-DSV試験問題のソフトバージョンを試すことができます。これにより、実際の試験をシミュレートできます。

ITIL ITIL-DSV 認定試験の出題範囲：

トピック	出題範囲
トピック 1	Service Relationships: This module teaches service relationship managers and IT professionals how to effectively manage relationships with various stakeholders, including customers, users, suppliers, and partners. It emphasizes the development of strong, collaborative relationships that are crucial for supporting service delivery and fostering value creation.
トピック 2	Value Co-creation: In this module, IT service managers and business leaders will delve into the concept of value co-creation, learning how value is not merely delivered to customers but is also created collaboratively with them. The module highlights the significance of engaging customers as active partners in the service process.
トピック 3	Service Level Management: This module equips IT service managers and service level managers with the skills to establish, monitor, and report on service levels to ensure they meet stakeholder requirements and agreements.
トピック 4	Customer Journey Mapping: This module provides customer experience professionals and service designers with the tools to map the customer journey. It involves identifying critical touchpoints, pinpointing pain points, and discovering opportunities for enhancing the customer experience, leading to improved service outcomes.
トピック 5	Service Metrics and KPIs: In this module, IT service managers and performance analysts will learn how to define and utilize key performance indicators (KPIs) and metrics to measure, report, and enhance service performance.

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ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV) 認定 ITIL-DSV 試験問題 (Q20-Q25):

質問 # 20
A start-up wants to launch a new service. As funding is limited, which of the following is the best technique that they can use?

A. User Story Mapping
B. Minimum Viable Product
C. Establish Pull
D. Weighted Job First

正解：B

解説：
For a start-up with limited funding, the focus should be on launching a new service quickly while minimizing costs and risks. The Minimum Viable Product (MVP) approach is ideally suited for this purpose.
* Minimum Viable Product (MVP):
* MVP is a product development strategy where a new product is developed with sufficient features to satisfy early adopters. The final, complete set of features is only designed and developed after considering feedback from the product's initial users. This approach minimizes the risk and investment required by enabling the organization to test the market with a basic version of the product.

質問 # 21
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. Share the user's feedback on social media.
B. Respond to all feedback individually.
C. Hand out rewards for feedback.
D. Add social media channels to monitor and provide fast feedback.

正解：A

解説：
Sharing user feedback on social media is generally not appropriate if the goal is to improve the volume and quality of feedback received from users. Feedback is often sensitive and can include criticisms or private information that users may not want publicly disclosed. Instead, it's better to focus on gathering and responding to feedback through more controlled and secure channels.
TheITIL 4 Drive Stakeholder Valuemodule emphasizes"Engage"activities, which include collecting and managing feedback to continuously improve service delivery. While adding social media channels (A) and responding to feedback individually (B) are good practices, publicly sharing feedback can breach user trust and discourage future feedback.
Handing out rewards for feedback (C) can be a positive reinforcement strategy to encourage more users to provide feedback, which can then be used to improve services. Sharing feedback publicly (D), however, risks misinterpreting the feedback, violating privacy, or deterring other users from providing honest feedback.

質問 # 22
An organization is identifying the needs for a new service. To ensure that the service is going to be fit for purpose, the organization has defined some requirements.
Which of the following is the best way to specify the requirements?

A. Not more than 15 minutes of data can be lost.
B. The data should be kept recorded for 10 years.
C. The service should be available 24/7, 99,99% of the time.
D. The service should combine the data from different sources.

正解：C

解説：
In ITIL 4, defining service requirements to ensure the service is fit for purpose involves specifying clear, measurable, and relevant criteria that align with the organization's needs and the service's intended use.
Availability is a critical aspect of a service's fitness for purpose, as it directly impacts the service's utility.
* Option A (Incorrect):Specifying data loss tolerance is important but doesn't provide a complete picture of service availability, which is a more comprehensive requirement.
* Option B (Correct):This option is correct because it specifies a clear, measurable requirement that directly relates to the service's availability. Ensuring that the service is available 24/7 with 99.99% uptime is a crucial aspect of making sure the service is fit for purpose, as it ensures that the service will meet the expected operational requirements.
* Option C (Incorrect):While retaining data for 10 years is important, it relates more to compliance and data management rather than the service being fit for purpose in terms of availability.
* Option D (Incorrect):Combining data from different sources is a functional requirement, but it does not address the critical aspect of service availability or reliability, which are key to ensuring the service is fit for purpose.

質問 # 23
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. The users should be marked as an important stakeholder in the stakeholder map.
B. An e-learning course describing migration of service should be easily available to the users.
C. The outcomes should be part of the service level agreement.
D. All changes should be assessed and prioritized.

正解：B

解説：
Providing an e-learning course on the migrated service would have significantly reduced user complaints by ensuring that they were well-informed about the new service features and how to use them effectively.
TheAwareness and Communicationstep within theChange Enablement practiceunder ITIL 4 stresses the importance of communicating changes to all relevant stakeholders and ensuring they have the necessary information and training to adapt to these changes.
The complaint in this scenario arises due to a lack of understanding and difficulty in using the new service.
By offering an e-learning course, the service provider would be following theITIL 4 guiding principle of
"Collaborate and Promote Visibility,"ensuring that users are informed and comfortable with the changes.
Moreover, theService DesignandTransitionstages emphasize the need to prepare users for new services, ensuring a smooth transition and minimizing resistance or confusion.
This solution aligns with ITIL 4's focus on improving user experience by providing adequate resources for learning and adaptation, which in turn enhances overall service quality and customer satisfaction.

質問 # 24
Which is the BEST approach for a service consumer to use when they want to obtain services from a service provide?

A. Provide the service provider with a detailed list of requirements
B. Ensure that their detailed requirements are based on a previous legacy solution
C. Develop a list of needs focusing on what should be achieved
D. Ask the service provider to customize a solution to suit their requirements

正解：C

解説：
The best approach for a service consumer to use when they want to obtain services from a service provider is to "Develop a list of needs focusing on what should be achieved." ITIL 4 emphasizes theimportance of focusing on outcomes rather than specific technical requirements. By clearly stating what needs to be achieved, the service provider can design or select the best service to meet those needs.

質問 # 25
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