Peoplecert ITIL-4-CDS日本語 real exam prep : ITIL 4 Specialist: Create, Deliver and Support (ITIL-4-CDS日本語版)

  • Exam Code: ITIL-4-CDS-JPN
  • Exam Name: ITIL 4 Specialist: Create, Deliver and Support (ITIL-4-CDS日本語版)
  • Updated: Oct 26, 2026
  • Q&As: 89 Questions and Answers

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

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

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

                                            Question #1

                                            パスワードリセットを最適化するために「左シフト」アプローチを使用する例はどれですか?

                                            • A. 自動ツールを使用して、ユーザー自身がパスワードをリセットできるようにする
                                            • B. サービスデスク担当者に、パスワードリセットをサービスリクエストとして分類するようトレーニングする
                                            • C. パスワードのリセット回数を減らすため、ユーザーにパスワードを記憶するか安全に記録するよう促す
                                            • D. パスワードリセット要求に自動的に高い優先度を割り当て、より迅速に解決します。
                                            Reveal Solution  Discussion  0

                                            Correct Answer: A  🗳️

                                            Question #2

                                            サービスデスクでは、トリアージを用いて最も緊急性の高いタスクから優先的に処理します。しかし、優先度の低いリクエストは処理開始までに時間がかかる場合があり、ユーザー満足度の低下につながることがあります。
                                            この問題を解決する最善の方法は何ですか?

                                            • A. 長期間待機しており、合意されたサービスレベルに違反する恐れのあるリクエストの優先順位を上げる。
                                            • B. トリアージではなく先入れ先出しの優先順位付けを使用し、タスクが要求された順序で処理されるようにします。
                                            • C. サービスデスクのスタッフを増員し、優先度の高いタスクが多数ある場合でも、優先度の低いリクエストに対応できるようにする。
                                            • D. バックログに優先度の高いタスクが多数ある場合、リクエストが遅れる可能性があることをユーザーに周知徹底させる。
                                            Reveal Solution  Discussion  0

                                            Correct Answer: A  🗳️

                                            Question #3

                                            サービスデザインワークショップにおいて、開発チームは様々なデザイン案を考案し、それらを分析して一つを選んで実行に移します。これはどのような「デザイン思考」活動の一例でしょうか?

                                            • A. インスピレーションと共感
                                            • B. 実装
                                            • C. プロトタイピング
                                            • D. アイデア創出
                                            Reveal Solution  Discussion  0

                                            Correct Answer: D  🗳️

                                            Question #4

                                            サンライズ銀行は、顧客サポート機能を、サービスデスクアナリスト、インシデント対応担当者、問題管理者、変更コーディネーターを含む、部門横断的なエンドツーエンドのバリューストリームチームに再編成しました。3か月後も、チーム間でタスクの優先順位をめぐる意見の対立が続き、引き継ぎの遅延も解消されず、顧客満足度スコアにも大きなばらつきが見られます。ITIL 4の原則とサービス管理の4つの側面に基づくと、明確な説明責任を確立し、目標を整合させ、コラボレーションを改善するために、経営陣はどの行動を優先すべきでしょうか?

                                            • A. エンドツーエンドのバリューチェーンにおける責任、共通の成果重視型KPI、意思決定ガイドラインを定義するチーム憲章を共同で策定する。
                                            • B. 各専門分野を1ヶ月周期でローテーションさせ、個々のスキルセットを広げる。
                                            • C. 各バリューストリームチーム向けに、進捗状況の確認とタスクの再割り当てを行うための週次ファシリテーター付きスタンドアップミーティングを実施
                                            • D. 機能専門分野間の引き継ぎごとに、厳格な役割ベースのSLAを導入し、違反時には自動的にエスカレーションを行う。
                                            Reveal Solution  Discussion  0

                                            Correct Answer: A  🗳️

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                                            Question #5

                                            xyz組織では、インシデント管理、変更管理、リリース管理、サービスデスク、問題管理の5つの専門部門が、それぞれ異なるツール、プロセス、KPIを使用して業務を行っています。リクエストは引き継ぎのたびに滞り、可視性は断片的で、責任の所在も不明確です。経営陣は、これらの障壁を取り除くために、バリューストリームを中心に組織を再編したいと考えています。ITIL 4の推奨事項に最も合致し、機能的なサイロを打破できる組織的アプローチはどれでしょうか?

                                            • A. 既存の部署にエンドツーエンドの所有権を割り当てることで、引き継ぎポイントを最小限に抑える
                                            • B. 専門スキルを単一の卓越センターに集約し、高度な専門知識を推進する
                                            • C. サービスライフサイクルのすべての段階を担当する、製品中心のクロスファンクショナルチームを編成する。
                                            • D. チーム間の厳格なSLAを徹底するために、階層的なガバナンスを強化する。
                                            Reveal Solution  Discussion  0

                                            Correct Answer: C  🗳️

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