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최신 ITIL 4 Managing Professional ITIL-4-Specialist-Create-Deliver-and-Support 무료샘플문제

문제 #1

An organization is considering how a new service will be supported when it goes live. There are many teams that will contribute to the support of the service.
Which approach should the organization follow when creating a value stream to support the new service?

A. Create one value stream for each support team
B. Create one value stream for every lifecycle phase of support requests
C. Create separate value streams for practices, people, tools and suppliers
D. Create one value stream for the entire set of support activities

문제 #2

An internal service provider of a large retail organization is working on a major update of the self-checkout terminals used in the supermarkets. The update includes new hardware, software, and integration with a new card payment system. How should the service provider ensure that the update is sufficiently tested?

A. Limit testing to the pre-agreed technical criteria and use a dedicated team of testers
B. Focus testing solely on user experience and delegate it to operational teams
C. Delegate to the vendor testing of the terminals and the card payment system
D. Include user experience and perception in the scope of testing and involve multiple teams

문제 #3

A service provider is struggling to meet the incident resolution objectives for some incidents. Reports generated by the service management tools show that the resolution time is often longer than agreed in three types of situation: incident resolution requires a change to be implemented, incident resolution involves the internal software development team, incident resolution involves an external supplier. What should the service provider do to improve the situation?

A. Review the incident resolution targets
B. Review the incident resolution value stream
C. Review the change enablement practice
D. Review the incident management practice

문제 #4

Which statement about 'service integration as a service' isCORRECT?

A. The service integrator provides services and manages other vendors
B. Multiple vendors provide the service integration and management function
C. The service integrator can be easily replaced by other vendors to leverage better pricing
D. The service integrator does not deliver any services to the organization

문제 #5

Which is an example of results-based measurement and reporting?

A. Measuring and reporting customer satisfaction with closed incidents
B. Measuring and reporting the number of hours worked by service desk staff
C. Measuring and reporting the number of supplier-related interruptions to a service
D. Measuring and reporting the cost of providing a service to customers and users

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