ITIL4-DPI 試験問題を無料オンラインアクセス

A retailer is considering introducing a new virtual reality feature to its online presence. Recognizing this is a significant effort requiring new skills and technology, the CIO has asked the operations manager to assess the impact to the organization.
Which assessment method would work BEST in this situation?

• A.Customer satisfaction analysis
• B.SLA achievement analysis
• C.Gap analysis
• D.Process maturity assessment

An organization is transitioning to a new customer relationship management (CRM) system with the aim of expanding its customer base and increasing customer retention. The new cloud-based system will be used both internally and by an outsourced call centre. This high-cost, high-priority initiative has many critics who are concerned with lack of resources.
Which stakeholder's support for this initiative is MOST needed to obtain necessary resources and overcome concerns?

• A.Service Level Manager
• B.Information Security Manager
• C.Director of Sales
• D.Call Centre Manager

An IT department is functioning as a service provider for the company it is a part of.
Which statement about this provider's governance is CORRECT?

• A.An internal service provider cannot govern itself unless it has specifically delegated the authority by the company's governing body
• B.An internal service provider's governance is limited to external factors such as regulations and legislation
• C.An internal service provider must use the service value system instead of governance
• D.An internal service provider is not subject to governance because they are part of the same company

An organization uses an external service provider to develop and support a critical application. They have asked the supplier to make improvements as users have been complaining that the application is difficult to use.
What would be a suitable SMART KPI for measuring this improvement?

• A.Customer satisfaction with the application measured by using net promoter score increases by 5% each year
• B.User satisfaction with the application measured in a monthly survey increases by 30% over the next six months
• C.Usability of the application evaluated by the application manager improves from "poor" to "good" over the next six months
• D.A significant number of user interface improvements implemented over the next six months

An organization recently established a continual improvement team to promote and enable continual improvement throughout the SVS. The members of the team are discussing the team's role in continual improvement across the organization.
Which is the BEST description of the team's role in this situation?

• A.The team should ensure that every improvement initiative strictly follows the steps in the ITIL continual improvement model
• B.The team should ensure that everyone in the organization is empowered and trained to identify and propose improvements
• C.The team should focus on the improvement of the 'continual improvement' practice
• D.The team should be the central point of responsibility for the identification, proposal, and implementation of all improvements