ITIL-DSVの無料問題集（82題）、ITIL-DSV認定試験参考書

ITIL ITIL-DSV 問題集

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試験コード：ITIL-DSV

試験名称：ITIL 4 Specialist: Drive Stakeholder Value (ITL4SDSV)

最近更新時間：2025-05-04

問題と解答：全82問

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質問 1：
A service provider is launching a new service. The target market is users who have limited experience of using the internet and are unlikely to use social media.
Which is the BEST method of providing user support?
A. Implement a 'shift-left' approach to provide support and downloadable help articles
B. Use machine learning chatbots to anticipate the needs of the users and provide solutions
C. Use popular networking sites to promote and provide online user support
D. Provide simple online support and contact numbers for the service desk
正解：D
解説: (Topexam メンバーにのみ表示されます)

質問 2：
Which charging mechanism could cause the price of a service to change depending on the time of day?
A. Cost
B. Cost plus
C. Differential charging
D. Market price
正解：C
解説: (Topexam メンバーにのみ表示されます)

質問 3：
A customer is retiring a service and has terminated the contract for the service with the service provider. The service provider will continue to deliver other services to the customer.
Which activity should the service provider include in the plans to offboard the service?
A. Providing information to users about how to contact the service desk
B. Identifying and making requests for outstanding payments for the service
C. Creating training schedules for users on how to use the service
正解：B
解説: (Topexam メンバーにのみ表示されます)

質問 4：
Users often do not provide feedback because they do not believe it will be addressed. Which is the BEST method for encouraging users to submit feedback in this situation?
A. Making feedback processing visible for everyone
B. Automating responses to all users' feedback
C. Having regular face-to-face feedback sessions with users
D. Providing information about users' feedback to customers
正解：A
解説: (Topexam メンバーにのみ表示されます)

質問 5：
Which TWO are examples that can be handled as service requests?
1. A customer asks a service provider to design an app for staff to submit vacation requests
2. A staff member asks for a new barcode scanner from an internal IT department
3. A manager requires swift changes to user access rights for an employee
4. A service provider establishes a channel for users to submit emergency changes
A. 1 and 4
B. 1 and 2
C. 2 and 3
D. 3 and 4
正解：C
解説: (Topexam メンバーにのみ表示されます)

質問 6：
A service provider is failing its service level targets on a monthly basis. The resolution time of priority 1 incidents is breached frequently.
As the Incident Manager for the service provider, which action will you take?
A. Improve the triage step to guide priority 1 incidents to specialised groups.
B. Shift all service desk employees to the priority 1 incidents when they happen.
C. Add additional staff to the service desk team.
D. Remove the triage step as this slows down the incident resolution.
正解：A
解説: (Topexam メンバーにのみ表示されます)

質問 7：
A service provider is setting up an agreement with an organization. As the user experience is important, it is added to the agreement. Which metric would you advise to be added to the agreement?
A. Maximum duration of an interruption
B. Number and frequency of returns to the previous stage
C. Unlimited monthly traffic
D. Maximum number of simultaneous downloads
正解：A
解説: (Topexam メンバーにのみ表示されます)

質問 8：
An organization wants to grow its customer base as it is currently experiencing a decline in users. The target group includes people of 65+ of age, with at least one grandchild. During which stage is this usually done?
A. Ideate
B. Empathize
C. Define
D. Prototype
正解：B
解説: (Topexam メンバーにのみ表示されます)

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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	Communication and Collaboration: In the final module, IT service managers and communication specialists will develop the skills needed to foster positive relationships with stakeholders through effective communication and collaboration.
トピック 2	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 3	Understanding Stakeholder Needs and Expectations: This module guides IT service managers and professionals in identifying, assessing, and prioritizing the needs and expectations of diverse stakeholders, including customers, employees, partners, and regulators.
トピック 4	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.
トピック 5	Customer Experience Management: In this module, IT service managers and customer experience professionals will gain a deeper insight into the principles of creating and sustaining a positive customer experience. It focuses on strategies to ensure that services are designed and delivered with the customer as the central focus, thereby enhancing overall satisfaction.
トピック 6	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 7	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.

参照：https://www.peoplecert.org/browse-certifications/it-governance-and-service-management/ITIL-1/itil-4-specialist-drive-stakeholder-value-2812

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