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ITIL 4 Managing Professional Transition (ITIL-4-Transition日本語版) Sample Questions:
サービス レベル アグリーメント (SLA) を成功させるために必要なのは次のうちどれですか。
- A. ユーザーエクスペリエンス指標などの漠然とした目標は避けるべきである
- B. 一貫性を促進するために、SLAを毎年変更せずに継続する
- C. サービスプロバイダーにとって有用なシステムベースの指標に基づいてSLAを設定します。
- D. SLAで使用される言語と用語は、すべての関係者に共通して理解される必要があります。
Correct Answer: D 🗳️
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重大なインシデントを解決する最も可能性の高い方法は何ですか?
- A. 解決策を特定するために協力する臨時チーム
- B. サービスデスクが原因を特定し、解決策を提案する
- C. インシデントを調査するための詳細な手順に従うサポートチーム
- D. ユーザーがセルフヘルプを使用して解決策を確立する
Correct Answer: A 🗳️
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「今いる場所から始める」という指導原則では推奨されない活動はどれですか?
- A. 新しいプロセスの導入を検討する際のリスク管理の適用
- B. サービス活動の観察と評価に、そのサービスに精通していない人々を関与させること
- C. 既存のプロセスの有用性を評価する前に破棄する
- D. レポートで見つかった意図しないデータの歪みを回避するためにソースデータを使用する
Correct Answer: C 🗳️
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インシデント管理に臨時チームの協力が必要になる最も可能性の高い理由は何ですか?
- A. 複雑な、あるいは重大なインシデントを解決する
- B. インシデントをサプライヤーまたはパートナーにエスカレーションする
- C. ユーザーがセルフヘルプで自分のインシデントを解決できるように
- D. 顧客とユーザーにタイムリーなアップデートを提供する
Correct Answer: A 🗳️
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多くのスタッフを抱える大手サービス プロバイダーは、顧客との関係を構築し、10 年間の契約に合意しました。
両組織は自由に情報を共有し、要求に応じてきました。関係を維持する上で脅威となる可能性が最も高いのはどれですか?
- A. 顧客に影響を与えるサービスプロバイダーの行動を説明していない
- B. 顧客とサービスプロバイダー間のやり取りのスケジュール設定
- C. コミュニケーションをタイムリーに処理できない
- D. サービスプロバイダーおよび顧客スタッフの変更
Correct Answer: A 🗳️
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