ITIL-4-Specialist-High-velocity-IT 試験問題を無料オンラインアクセス

An IT department is working with the organization's marketing team to introduce a new set of analysis tools. Having read articles in the media about these tools, the marketing team has high hopes. Because the tools are being introduced using a phased implementation approach, the representatives of the two teams are struggling to agree on service level targets.
How can the 'collaborate and promote visibility' guiding principle be applied to this situation?

• A.By focusing only on technical performance indicators
• B.By deferring implementation until all conflicts are resolved
• C.By prioritizing the marketing team's expectations over all others
• D.By being transparent about constraints and managing expectations

Which BEST describes the primary role of a governing body?

• A.To establish and regularly review the effectiveness of risk management and internal controls
• B.To establish and regularly review the goals cascade throughout the organization
• C.To annually review and approve IT projects to maximize business value
• D.To develop and regularly review IT measurements and metrics

At which steps in the customer journey should the approach to authorizing and enabling the user to use service be defined?

• A.Design and Transition
• B.Engage and Deliver
• C.Onboard and Co-create
• D.Explore and Improve

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.Reduce the demand for new functionality so that the overall workload is at a level that the service team can manage without becoming overwhelmed
• 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.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
• D.Adjust incident resolution and request fulfilment SLAs so that the customer service team has more time to resolve issues without breaking their formal commitments

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 source the service externally?

• A.Start by reviewing organizational policies for sourcing services, then identify the most important criteria for selecting a service provider, and use a 'decision matrix' to compare service providers
• B.Outsource immediately to save time without evaluating other factors
• C.Conduct a staff survey to gauge internal preferences
• D.Focus solely on cost as the deciding factor