最新的ITIL 4 Strategist認證 ITIL4-DPI考試題庫

問題1

A company has a new, global line of business that has changed how the IT department supports the systems.
Recognizing the need for two-way communication for the required changes, IT managers need better ways of obtaining feedback.
Which describes the BEST approach for establishing effective feedback channels?

A. Establish office hours where staff are encouraged to visit without appointments and discuss their concerns

B. Publish a printed weekly newsletter that clearly and consistently communicates change

C. Initiate a project to select and implement a collaboration tool to facilitate two-way communication with staff

D. Research how individual teams communicate internally and use the most popular collaboration tools to collect feedback

正確答案: D

說明：（僅 VCESoft 成員可見）

問題2

Which BEST describes a value stream?

A. A flexible and simple guide that supports improvement initiatives

B. Steps that add value to a unit of work being processed in the service value chain

C. A structured approach to organizational change, so that staff members feel valued

D. The way an organization applies specific resources to tasks

正確答案: B

說明：（僅 VCESoft 成員可見）

問題3

Which is a result of an organization following the local laws of a country where it operates?

A. Increased value

B. Improved compliance

C. Improved governance

D. Increased risk

正確答案: B

說明：（僅 VCESoft 成員可見）

問題4

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. Increase in wi-fi service reliability by the end of quarter 2

B. 5% reduction in number of complaints to the service desk by the end of the year

C. 10% increase in resolution of wi-fi incidents within target time by the end of quarter 3

D. 5% increase in user satisfaction scores for the wi-fi service

正確答案: C

說明：（僅 VCESoft 成員可見）

問題5

A service provider has developed a strategy to increase its revenue by launching a new cloud storage service.
This strategy is being cascaded down to the technical teams.
Which is a relevant objective that will support the strategy?

A. Design and implement new infrastructure by the end of quarter 2

B. Increase profit by launching new wi-fi services into new geographic markets

C. Average number of storage access failures per month

D. Achieve a 10% increase in service requests fulfilled in the target time

正確答案: A

說明：（僅 VCESoft 成員可見）

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