最新的ITIL 4 Managing Professional認證 ITIL-DSV考試題庫

問題1

Which statement about the end-to-end customer journey is CORRECT?Which approach would be BEST aligned to the 'design thinking' methodology at this initial 'empathy' stage?

A. It represents a pre-determined path

B. It focuses on achieving outcomes

C. It reflects an overall perception

D. It involves optimizing touchpoints

正確答案: C

說明：（僅 VCESoft 成員可見）

問題2

An organization is looking for a service provider to support them in their digital transformation. As part of the service provider, what would be the first focus of your interactions?

A. Display solutions implemented at other customers within the same industry.

B. Display the proof of the capabilities to deliver your products consistently.

C. Understanding the customer purposes, issues, and needs.

D. Understanding the utility and warranty requirements to create the most value for the customers.

正確答案: C

說明：（僅 VCESoft 成員可見）

問題3

The IT Manager of an organization is drafting the business case to move to the public cloud. The IT Manager seeks your advice to understand the approach that can be considered. What is the best approach that you will suggest?

A. Draw up a customer journey map of all different types of customers to understand the value the service brings.

B. Organize an onboarding workshop with all stakeholders early in the process, this will increase the customer's engagement.

C. Map out the SWOT analysis and perform a risk analysis to understand which services are ready to be migrated to the public cloud.

D. Put continual improvement at the center of this initiative and use all the ITIL guiding principles.

正確答案: D

問題4

An organization is considering outsourcing its data center. The Supplier Manager is analyzing the potential external service providers.
Which factor should NOT be considered by the Supplier Manager in the decision making process?

A. Financial situation

B. Size of the organization

C. Geographic presence

D. Patents filed year to date

正確答案: D

說明：（僅 VCESoft 成員可見）

問題5

A service provider is onboarding a large customer with a complex user base. It is advised that the service provider manages this as a:

A. Normal Change

B. Programme

C. Emergency Change

D. Project

正確答案: B

說明：（僅 VCESoft 成員可見）

問題6

An organization is selecting a service to develop strategic services. As you are leading the selection process, what would NOT be one of the factors that you will explore?

A. The need to improve over time

B. The ability to perform as expected

C. The ability to produce results

D. The concern for common goals

正確答案: D

說明：（僅 VCESoft 成員可見）

問題7

A service provider has built a 'cooperative relationship' with a customer.
Which activity are they MOST LIKELY to use to validate the services that are provided?

A. Ad-hoc joint service reviews of costs and benefits

B. Joint service reviews of achievements of service targets

C. Continual tracking and analysis of the outcomes, costs, and risks

D. Review of costs of service provider technology upgrades

正確答案: B

說明：（僅 VCESoft 成員可見）

問題8

Which activity describes user-centered service design?

A. Applying the MoSCoW technique to a set of user requirements

B. Balancing user experience with the technical and business requirements

C. Using value stream mapping to identify a set of user requirements

D. Building a prototype of the minimum functionality that can be produced quickly

正確答案: B

說明：（僅 VCESoft 成員可見）

問題9

An organization provides an online portal that its employees can use to learn about and request standard services. Which practice would ensure that users can easily find information on the portal and that the information is kept up-to-date?

A. Service level management

B. Service catalogue management

C. Service desk

D. Service request management

正確答案: B

說明：（僅 VCESoft 成員可見）

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