ITIL ITIL-4-Specialist-Create-Deliver-and-Support模擬試験サンプル、ITIL-4-Specialist-Create-Deliver-and-Support日本語版受験参考書

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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	Service Support: This section of the exam measures the skills of Technical Support Specialists and covers the support functions required to manage and maintain IT services. It includes practices for issue resolution, incident management, and sustaining service reliability over time.
トピック 2	Culture and Collaboration: This section of the exam measures the skills of Team Leaders and covers fostering a service-focused culture within organizations. It emphasizes collaboration across teams and departments to enhance communication and ensure the success of service-based projects.\| :
トピック 3	Service Automation and Technology: This section of the exam measures the skills of Automation Engineers and covers the integration of automation and technology in the development, delivery, and support of IT services. It includes understanding how tools and platforms streamline operations and increase efficiency.
トピック 4	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 5	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 6	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 7	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.

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ITIL 4 Specialist: Create, Deliver and SupportExam 認定 ITIL-4-Specialist-Create-Deliver-and-Support 試験問題 (Q19-Q24):

質問 # 19
A cross-functional team is designing a value stream to support the development of a new financial service.
Some members of the team are suggesting that multiple value streams are needed.
Which factor would MOST LIKELY influence the need for multiple value streams?

A. The methods used to manage the development work
B. The number of suppliers that will be used to source service components
C. Whether the service is being created for internal or external customers
D. The number of practices required to support the service

正解：A

解説：
Themethods used to manage the development work(such as Agile, DevOps, or Waterfall) can significantly influence whethermultiple value streamsare needed to efficiently handle different types of workflows within the same service development.

質問 # 20
A mobile app development company has implemented a new strategy in its software development process.
Instead of large, infrequent updates, it now releases smaller updates every two weeks. These updates are shaped by regular user reviews and suggestions, which the company actively seeks and incorporates into each new version. Which guiding principle is this approach MOST closely aligned with?

A. Focus on value
B. Optimize and automate
C. Think and work holistically
D. Progress iteratively with feedback

正解：D

解説：
This approach is most closely aligned with the guiding principle of progress iteratively with feedback (B).
The ITIL 4 Specialist: Create, Deliver and Support guide (Section 2.1.2) states: "Progress iteratively with feedback involves delivering work in smaller increments, using feedback from users to refine and improve services, ensuring alignment with needs and enhancing value stream efficiency." The two-week updates and user input exemplify this principle, contrasting with option A (holistic focus), option C (value focus without iteration), or option D (automation emphasis). The guide adds: "This principle supports rapid adaptation and quality improvement." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 2.1.2 - Guiding Principles.

質問 # 21
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 change enablement practice
B. Review the incident resolution targets
C. Review the incident resolution value stream
D. Review the incident management practice

正解：C

解説：
The service provider should review the incident resolution value stream (D). The ITIL 4 Specialist: Create, Deliver and Support guide (Section 4.3.3) recommends analyzing the end-to-end value stream to identify delays across multiple teams and processes, including changes and supplier involvement. Options A, B, and C address specific elements but lack the holistic view needed.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 4.3.3 - Incident Resolution Value Stream Analysis.

質問 # 22
An organization is moving from a process-based approach to a value-stream based approach for managing user issues.
Which of these activities should the organization do FIRST?

A. Consider how the service desk teams can be involved at an earlier stage in the creation of a service.
B. Understand which steps contribute least to the support of the service
C. Identify the activities which could be improved by the use of automation
D. Understand the situations in which incidents and service requests will be initiated

正解：D

解説：
Understanding the situationswhereincidents and service requestsare initiated is the first step, as it defines how user needs trigger value streams and shapes the design of the overall support approach.

質問 # 23
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. Delegate to the vendor testing of the terminals and the card payment system
B. Include user experience and perception in the scope of testing and involve multiple teams
C. Focus testing solely on user experience and delegate it to operational teams
D. Limit testing to the pre-agreed technical criteria and use a dedicated team of testers

正解：B

解説：
The service provider should include user experience and perception in the scope of testing and involve multiple teams (B). The ITIL 4 Specialist: Create, Deliver and Support guide (Section 3.2.3) stresses comprehensive testing that covers technical functionality, user satisfaction, and integration, requiring collaboration across development, operations, and user groups to ensure the update meets diverse needs.
Option A shifts responsibility without oversight; option C is too narrow; and option D overlooks technical aspects. The guide highlights multi-team involvement for robust service delivery.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.2.3 - Testing Practices in Service Updates.

質問 # 24
......

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ITIL ITIL-4-Specialist-Create-Deliver-and-Support模擬試験サンプル、ITIL-4-Specialist-Create-Deliver-and-Support日本語版受験参考書

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

ITIL-4-Specialist-Create-Deliver-and-Support日本語版受験参考書、ITIL-4-Specialist-Create-Deliver-and-Support日本語対策問題集

ITIL 4 Specialist: Create, Deliver and SupportExam 認定 ITIL-4-Specialist-Create-Deliver-and-Support 試験問題 (Q19-Q24):

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