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ITIL-4-Specialist-Monitor-Support-Fulfil学習指導 & ITIL-4-Specialist-Monitor-Support-Fulfil日本語解説集
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Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam 認定 ITIL-4-Specialist-Monitor-Support-Fulfil 試験問題 (Q158-Q163):
質問 # 158
Why should a service provider organization identify and understand problems and their impact on services?
正解：C
解説：
The primary reason for identifying and understanding problems and their impact is to prevent or minimize the negative effects they can have on services. Problems, if left unaddressed, can lead to recurring incidents, disruptions, and a decline in overall service quality.
質問 # 159
A service provider has different product focused teams, plus a small problem management team.
What activity is MOST LIKELY to be a responsibility of the problem management team?
正解：C
解説：
In organizations where multiple product-focused teams exist alongside a small problem management team, the problem management team's primary role is often to coordinate problem-solving activities across these teams. This ensures that the right people are involved in the investigation and resolution of problems, facilitating collaboration and driving solutions.
Identifying and logging problems (Option A) is typically performed by product-focused teams or incident management.
Investigating problems (Option B) may be a shared responsibility but is often handled by the product-focused teams.
Reviewing known errors (Option D) is part of the error control process but not the main responsibility in a coordination-heavy role.
質問 # 160
What will MOST help a service provider to adopt swarming to support their problem management practice?
正解：B
解説：
Adopting a new approach like swarming can be challenging, especially if the service provider has limited experience with it. Consulting services from experts who specialize in swarming can provide valuable guidance and support, including:
Understanding the swarming approach: Consultants can help the service provider understand the principles, benefits, and challenges of swarming.
Adapting swarming to the organization: Consultants can help tailor the swarming approach to the specific context of the service provider's problem management practice and organizational culture.
Implementing swarming effectively: Consultants can provide guidance on best practices for implementing swarming, including tools, processes, and communication strategies.
Overcoming challenges: Consultants can help the service provider anticipate and address potential challenges during the adoption and implementation of swarming.
While other options might be helpful, they are not as directly impactful in supporting the adoption of swarming:
B . Formal definition of the role for the problem manager: While a clear role definition is important, it doesn't directly address the challenges of adopting a new approach like swarming.
C . Delegation of swarming management to a problem coordinator: This might be part of the swarming implementation, but it doesn't provide the expertise and guidance that consultants can offer.
D . Linking problem records to incident records: This is good practice in problem management but doesn't directly relate to adopting swarming
質問 # 161
What should the service request management practice handle in order to support the agreed quality of a service?
正解：A
解説：
The service request management practice in ITIL 4 is responsible for handling all pre-defined, user-initiated service requests. These are typically requests for something that is already part of an agreed-upon service offering (for example, password resets or access to software).
Agreed Service Actions: This refers to standard service actions that are defined and documented, such as software access or user account creation. Service request management ensures that such requests are handled efficiently and in line with agreed service levels.
Option A ("Requests that initiate an agreed service action") is the correct answer, as it aligns with the purpose of service request management, which is to handle routine requests for agreed service actions.
Incorrect Options:
Option B: Requesting the design of a new service falls under service design, not service request management.
Option C: Requests to resolve an interruption to a service are incidents, not service requests.
Option D: Determining the root cause of an incident relates to problem management, not service request management.
質問 # 162
A service provider identified several errors in the third-party software which cannot be resolved for various reasons. The application management team identified a way to prevent incidents related to these errors. However, the team is conscious of the errors and needs to monitor and regularly review them to ensure that the impact assessment and the workarounds remain valid. How can automation of problem management support the team in this situation?
正解：D
解説：
In ITIL 4, automation plays a key role in supporting Problem Management, particularly in situations involving unresolved known errors. Automated tools can assist in correlating incidents that share the same root cause, helping to identify patterns and recurring issues. This is particularly useful when a team needs to monitor known errors and regularly review them to ensure the validity of impact assessments and workarounds.
The automated correlation of incidents can quickly link multiple incidents to the same known error, reducing manual intervention and speeding up the resolution process. This ensures the team can effectively prevent future incidents and keep the workarounds valid by detecting early signs of potential problems.
質問 # 163
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