ITIL ITIL4-DPI 問題集

質問 1：
An internal service provider is creating a business case to justify the purchase of a new service management toolset. The business case includes several options from multiple vendors.
Which is MOST important to include in the business case?
A. A description of how the guiding principles will be used to implement the toolset
B. The risks to the toolset vendors of not selecting their product
C. The techniques used to develop the service provider's strategy
D. An evaluation of organizational constraints on the use of the toolset
正解：D
解説: (Topexam メンバーにのみ表示されます)

質問 2：
When planning a new service, which three factors should be considered when defining the value that the service will create?
A. Goals, success factors, and key performance indicators
B. Measures, methods, and metrics
C. Efficiency, effectiveness, and outcomes
D. Cost, risks, and outcomes
正解：D
解説: (Topexam メンバーにのみ表示されます)

質問 3：
A service provider has established the success factor of:"improved availability of wi-fi service." Using the SMART model, which is the BEST key performance indicator to use to measure this?
A. 5% increase in user satisfaction scores for the wi-fi service
B. 5% reduction in number of complaints to the service desk by the end of the year
C. Increase in wi-fi service reliability by the end of quarter 2
D. 10% increase in resolution of wi-fi incidents within target time by the end of quarter 3
正解：D
解説: (Topexam メンバーにのみ表示されます)

質問 4：
An organization has IT divisions distributed globally. As the organization has grown, it has become difficult to align the activities of the IT divisions with the organization's objectives.
How can the organization ensure that all IT activities are aligned with the organization's objectives?
A. Prioritize risk mitigation strategies in alignment with the organization's risk appetite
B. Collect feedback from both organizational and IT leadership from each region
C. Put compliance controls in place to ensure that all centres of expertise are following the same practices
D. Establish increasingly detailed objectives at each level of the organization that align directly with the objectives of the layer above
正解：D
解説: (Topexam メンバーにのみ表示されます)

質問 5：
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. Call Centre Manager
C. Director of Sales
D. Information Security Manager
正解：C
解説: (Topexam メンバーにのみ表示されます)