ITIL-4-Specialist-Create-Deliver-and-Supportテスト対策書 & ITIL-4-Specialist-Creat

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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	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 2	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 3	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 4	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 5	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 6	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.

>> ITIL-4-Specialist-Create-Deliver-and-Supportテスト対策書 <<

ITIL ITIL-4-Specialist-Create-Deliver-and-Supportテスト対策書: ITIL 4 Specialist: Create, Deliver and SupportExam - Xhs1991 クリア試験をアシストユーザーのニーズによりよく応えるために、ITIL-4-Specialist-Create-Deliver-and-Support調査の質問では、ユーザーがプロのワンストップサービスを利用できるように、サービスシステムの完全なセットを設定しました。ユーザー向けのプレセールで無料デモを提供するだけでなく、ユーザーが購入できる3つのバージョンを選択できると同時に、ITIL-4-Specialist-Create-Deliver-and-Supportトレーニング資料も24時間のアフターサービスを提供します。私たちのITIL-4-Specialist-Create-Deliver-and-Supportテストガイドの完璧なワンストップサービスは、あなたが選択を後悔することはないと信じており、あなたの時間、完全な勉強、効率的にITIL-4-Specialist-Create-Deliver-and-Support試験に合格することができると信じています。
ITIL 4 Specialist: Create, Deliver and SupportExam 認定 ITIL-4-Specialist-Create-Deliver-and-Support 試験問題 (Q34-Q39):質問 # 34
Which is an example of results-based measurement and reporting?

• A. Measuring and reporting the cost of providing a service to customers and users
• B. Measuring and reporting the number of supplier-related interruptions to a service
• C. Measuring and reporting the number of hours worked by service desk staff
• D. Measuring and reporting customer satisfaction with closed incidents
  

正解：D
解説：
Measuring and reporting customer satisfactionwith closed incidents focuses directly on theoutcomes and value deliveredto customers, which is the essence of results-based measurement.

質問 # 35
A sales enablement service is being modified to improve the data that is presented to sales staff. This will be delivered as a series of incremental improvements.
Which are the TWO BEST ways to measure these changes?
1. Measure individual changes by the output that they create
2. Measure the overall success of multiple changes by the output that is created
3. Measure individual changes by the outcome that they create
4. Measure the overall success of multiple changes by the outcome that is created

• A. 1 and 4
• B. 2 and 3
• C. 3 and 4
• D. 1 and 2
  

正解：C
解説：
Individual changes should be measured by the outcomethey create to ensure they deliver real value, and theoverall success of multiple changes should also be measured by the outcometo confirm that the cumulative improvements meet business objectives.

質問 # 36
During a service design workshop, a development team aims to tailor their solutions to the needs and circumstances of the target users. What is the BEST approach for the team to achieve this?

• A. Create realistic user personas based on the gathered user data
• B. Use the latest technology capabilities to improve the look and feel of the designed solution
• C. Involve many users from every target group in all steps of the design
• D. Interview customers about their preferences
  

正解：A
解説：
The best approach is to create realistic user personas based on the gathered user data (B). The ITIL 4 Specialist: Create, Deliver and Support documentation (Section 3.1.3) states: "User personas, developed from data-driven insights, provide a focused representation of target users, enabling tailored design that aligns with their needs and circumstances." This method ensures practicality without overwhelming the process, unlike option A's broad involvement. Option C is a data-gathering step; option D prioritizes technology over user needs. The guide notes: "Personas enhance service design by guiding decisions throughout the value stream." Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.1.3 - User Personas in Service Design.

質問 # 37
Which concept focuses on understanding the different levels within systems and ensuring that multiple systems are aligned and unified when designing services?

• A. Integration and data sharing
• B. Customer orientation
• C. Robotic process automation
• D. ICI/CD
  

正解：A
解説：
Integration and data sharingfocus onaligning and unifying multiple systemsto ensure smooth, cohesive service design and delivery.

質問 # 38
An international e-commerce company is planning to launch a new mobile shopping application. During the initial design, the project team has encountered challenges in ensuring the app aligns with regional customer preferences, while maintaining a consistent user experience. The team also needs to address scalability and security concerns. What approach should the company take to improve this situation?

• A. Establish a team of expert developers to revise the initial design
• B. Adopt a design thinking approach based on customer and user feedback
• C. Implement a global standard design
• D. Focus on app performance and security features
  

正解：B
解説：
The company should adopt a design thinking approach based on customer and user feedback (C). This method, as outlined in the ITIL 4 Specialist: Create, Deliver and Support guide (Section 3.1.3), involves empathizing with users, defining problems, ideating solutions, prototyping, and testing, ensuring the app meets regional preferences while maintaining consistency. It also supports scalability and security by incorporating user needs into the design process. Option A focuses narrowly on technical aspects; option B ignores regional variations; and option D relies solely on expertise without a structured user-centric process.
Reference: ITIL 4 Specialist: Create, Deliver and Support, Section 3.1.3 - Design Thinking in Service Creation.

質問 # 39
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