ITIL-4-Specialist-Create-Deliver-and-Supportの無料問題集（74題）、ITIL-4-Specialist-Create-Deliver-and-Support認定試験参考書

ITIL ITIL-4-Specialist-Create-Deliver-and-Support 問題集

試験コード：ITIL-4-Specialist-Create-Deliver-and-Support

試験名称：ITIL 4 Specialist: Create, Deliver and SupportExam

最近更新時間：2025-08-06

問題と解答：全74問

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質問 1：
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. Focus testing solely on user experience and delegate it to operational teams
B. Delegate to the vendor testing of the terminals and the card payment system
C. Limit testing to the pre-agreed technical criteria and use a dedicated team of testers
D. Include user experience and perception in the scope of testing and involve multiple teams
正解：D
解説: (Topexam メンバーにのみ表示されます)

質問 2：
A software development company wants to improve its service delivery by implementing a value stream for a new service creation. The company aims to balance speed and quality of service delivery. How should the company structure its value stream to meet this objective?
A. Enable variance of quality and cost of services
B. Integrate feedback loops and escalation mechanisms in the workflow
C. Define and optimize an individual value stream for each team involved in service creation
D. Use comprehensive complex simulations to test the workflow
正解：B
解説: (Topexam メンバーにのみ表示されます)

質問 3：
An internal service provider of a charity foundation wants to ensure that all queries coming from users and customers are processed within the agreed time. Records show that the flow of incoming queries is uneven; the teams processing the queries may be overwhelmed one day and have idle capacity on another. What is the BEST way for the service provider to ensure timely processing of all queries?
A. Prioritize all incoming queries according to their economic value to maximize profit and minimize penalties
B. Limit the number of incoming queries so they could be processed on time
C. Increase capacity to process all queries without delays
D. Prioritize queues using a combination of criteria to maximize value and minimize risks
正解：D
解説: (Topexam メンバーにのみ表示されます)

質問 4：
A service provider is aiming to optimize service management activities to ensure high quality of services and eliminate waste. Each practice and team have been working on continual improvement and implemented a large number of improvements. However, improvement in overall efficiency and in service quality has been lower than expected. What is the BEST approach for the service provider to take to resolve this?
A. Use value stream mapping to analyze and optimize end-to-end workflows
B. Implement Agile methods to improve software development
C. Use automation to optimize service value streams
D. Implement the continual improvement model for all teams to follow
正解：A
解説: (Topexam メンバーにのみ表示されます)

質問 5：
Users have specific product-related questions and want to provide product feedback.
What is the best way to enable two-way communication between these users and the organization's product team?
A. Self-service portals
B. Social media
C. Event surveys
D. Topic-based forums
正解：D
解説: (Topexam メンバーにのみ表示されます)

質問 6：
Which of the following involves consideration of the skills and availability of both internal and external resources?
A. Build vs buy
B. Swarming
C. Triage prioritization
D. Shift-left approach
正解：A
解説: (Topexam メンバーにのみ表示されます)

質問 7：
A service operations team monitors a critical service. They receive thousands of events every day and operators are trained, so they know which events require a response. Sometimes they miss an important event and this causes service level targets to be breached.
What is the BEST approach to resolve this issue?
A service operations team monitors a critical service. They receive thousands of events every day and operators are trained, so they know which events require a response. Sometimes they miss an important event and this causes service level targets to be breached.
What is the BEST approach to resolve this issue?
A. Recruit additional operations staff
B. Improve operations team training
C. Renegotiate service level targets
D. Improve filtering of operations data
正解：D
解説: (Topexam メンバーにのみ表示されます)

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ITIL ITIL-4-Specialist-Create-Deliver-and-Support 認定試験の出題範囲：

トピック	出題範囲
トピック 1	Continuous Improvement: This section of the exam measures the skills of Process Improvement Analysts and covers leveraging feedback and data to enhance services, processes, and practices. It supports the ITIL framework’s emphasis on ongoing service enhancement and operational maturity.
トピック 2	Service Performance Metrics: This section of the exam measures the skills of IT Performance Analysts and covers how to identify and interpret key performance indicators and metrics. The focus is on evaluating service effectiveness and making data-driven decisions to improve service outcomes.
トピック 3	ITIL 4 Principles: This section of the exam measures the skills of IT Service Managers and covers the application of ITIL 4’s guiding principles such as “Focus on Value,” “Start Where You Are,” and “Optimise and Automate.” The aim is to drive operational efficiency and service excellence.
トピック 4	Service Design and Development: This section of the exam measures the skills of Service Designers and covers how to design and develop services that align with both customer needs and business objectives. It includes identifying and defining service requirements, designing service components, and ensuring service quality throughout the development lifecycle.
トピック 5	Customer and User Experience: This section of the exam measures the skills of Service Experience Managers and covers aligning service delivery with customer expectations. It focuses on delivering satisfying experiences by quickly and effectively addressing user needs and service issues.
トピック 6	Service Delivery: This section of the exam measures the skills of IT Operations Managers and covers the core processes and activities essential for the effective delivery of IT services. It emphasizes the importance of managing service transitions and operations to maintain consistent, high-quality service output.

参照：https://www.peoplecert.org/browse-certifications/it-governance-and-service-management/ITIL-1/itil-4-specialist-create-deliver-and-support-2693

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