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Peoplecert ITIL-4-CDS日本語 Exam Syllabus Topics:

SectionObjectives
Topic 1: Service Performance and Measurement- Continual improvement
  • 1. Improvement models and practices
    • 2. Feedback loops and reporting
      - Metrics and KPIs
      • 1. Service level metrics
        • 2. Performance indicators alignment
          Topic 2: ITSM Practices in Create, Deliver and Support- Service Level Management
          • 1. SLAs and service expectations
            - Change Enablement
            • 1. Change control and risk assessment
              - Incident Management
              • 1. Incident lifecycle and resolution
                - Service Desk
                • 1. User support and communication channels
                  - Problem Management
                  • 1. Root cause analysis and prevention
                    Topic 3: Organizational Structure and Service Value System- Service value chain integration
                    • 1. Design and transition considerations
                      • 2. Plan, improve, engage activities
                        - ITIL Service Value System (SVS)
                        • 1. Guiding principles application
                          • 2. Governance and value co-creation concepts
                            Topic 4: Value Streams and Service Delivery- Value stream mapping
                            • 1. Incident-to-resolution value streams
                              • 2. Design-to-transition value streams
                                - Workflow optimization
                                • 1. Lean principles in service delivery
                                  • 2. Eliminating waste in processes
                                    Topic 5: Team Collaboration and Shift-Left Approach- Shift-left principles
                                    • 1. Early resolution of incidents
                                      • 2. Knowledge management empowerment
                                        - Collaborative practices
                                        • 1. Cross-functional teamwork
                                          • 2. Agile and DevOps integration

                                            Peoplecert ITIL 4 Specialist: Create, Deliver and Support (ITIL-4-CDS日本語版) Sample Questions:

                                            20年前に小規模な食品小売チェーンが設立されました。当時、在庫管理とPOS(販売時点情報管理)ソフトウェアは社内のITチームによって開発・保守されていました。現在、このチェーンは在庫管理とPOSに市販のソフトウェアを使用しています。これはどのような状況の例でしょうか?

                                            • A. サービス機能に関する組織固有の要件
                                            • B. パーソナライズされた製品に対する顧客ニーズ
                                            • C. 一般市場での普及が進んでいないサービスコンポーネント
                                            • D. サービス構成要素の商品化
                                            Reveal Solution  Discussion  0

                                            Correct Answer: D  🗳️

                                            インシデント、変更、問題の管理に関する確立されたプロセスを持つ組織において、ユーザーから問題が効率的に解決されていないという苦情の電話が多数寄せられている。組織は状況を改善するために、まず何から始めるべきだろうか?

                                            • A. ツールの統合を改善し、プロセス間のギャップがないようにする
                                            • B. ユーザーサポートスタッフのスキルと能力をレビューし、必要な能力を備えていることを確認する。
                                            • C. チームが協力し合い、ユーザーにとっての価値に集中できるようにする。
                                            • D. バリューストリームマッピングを使用して、ユーザーサポートのエンドツーエンドの流れを理解する。
                                            Reveal Solution  Discussion  0

                                            Correct Answer: D  🗳️

                                            バリューストリーム全体で作業のバランスを確保するために、ITIL 4では需要予測とイニシアチブの戦略的整合性を組み合わせることを推奨しています。以下のうち、組織の目標に合わせて入ってくる作業を予測、順序付け、整合させるための最も強力なガバナンスを提供するものはどれですか?(2つ選択してください)

                                            • A. 戦略テーマと投資エピックを用いて高価値ワークライトを順序付けるポートフォリオ管理の実践
                                            • B. 需要管理の実践:事業活動パターンを用いた需要のピークと谷の予測
                                            • C. サービスリクエスト管理における作業可視化(カンバンボード)によるWIP制限の適用
                                            • D. SLAとOLAを用いて応答目標を強制するサービスレベル管理の実践
                                            Reveal Solution  Discussion  0

                                            Correct Answer: A,B  🗳️

                                            Explanation: Only visible for ExamsLabs members. You can sign-up / login (it's free).

                                            ある組織には、営業、事業運営、品質管理という3つの部門があります。各部門はそれぞれ独自の責任、報告系統、権限を持ち、内部プロセスを独立して管理しています。これはどのような組織構造の例でしょうか?

                                            • A. マトリックス
                                            • B. 機能性
                                            • C. フラット
                                            • D. 部門別
                                            Reveal Solution  Discussion  0

                                            Correct Answer: B  🗳️

                                            あるサービスプロバイダーは、サービスの質を高め、無駄を排除するために、サービス管理活動の最適化を目指しています。各部門とチームは継続的な改善に取り組み、数多くの改善策を実施してきました。しかし、全体的な効率性とサービス品質の向上は期待を下回っています。この問題を解決するために、サービスプロバイダーが取るべき最善のアプローチは何でしょうか?

                                            • A. 自動化を活用してサービス価値の流れを最適化する
                                            • B. バリューストリームマッピングを使用して、エンドツーエンドのワークフローを分析および最適化する
                                            • C. すべてのチームが従うべき継続的改善モデルを導入する
                                            • D. アジャイル手法を導入してソフトウェア開発を改善する
                                            Reveal Solution  Discussion  0

                                            Correct Answer: B  🗳️

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