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Peoplecert ITIL V3 Foundation (CMS7 Deutsch Version) Sample Questions:
1. Welche der folgenden Aussagen ist korrekt?
A) Service-Eigentümer sind für das Service-Management genauso wichtig wie Prozess-Eigentümer
B) Prozessverantwortliche und Dienstverantwortliche sind nicht in derselben Organisation erforderlich
C) Prozessverantwortliche sind für das Service-Management wichtiger als Service-Verantwortliche
D) Service-Eigentümer sind für das Service-Management wichtiger als Prozess-Eigentümer
2. In welchem Prozess werden Berichte mit Kunden besprochen, aus denen hervorgeht, ob die Services ihre Ziele erreicht haben?
A) Geschäftsbeziehungsmanagement
B) Verfügbarkeitsmanagement
C) Service Level Management
D) Kontinuierliche Serviceverbesserung
3. Welcher Prozess ist dafür verantwortlich, wiederkehrende Ereignisse zu eliminieren und die Auswirkungen von Ereignissen zu minimieren, die nicht verhindert werden können?
A) Ereignisverwaltung
B) Problem Management
C) Service Level Management
D) Änderungsmanagement
4. Welche Ziele verfolgt das Service Level Management?
1: Festlegung, Dokumentation und Vereinbarung der zu erbringenden IT-Services
2: Überwachung, Messung und Berichterstattung des tatsächlichen Leistungsniveaus
3: Überwachung und Verbesserung der Kundenzufriedenheit
4:
Ermittlung möglicher zukünftiger Märkte, in denen der Dienstleister tätig sein könnte
A) nur 1, 2 und 4
B) nur 1 und 2
C) Alle oben genannten
D) nur 1, 2 und 3
5. Welches der folgenden Ziele ist NICHT für die Erfüllung von Anfragen gültig?
A) Bereitstellung eines Kanals, über den Benutzer Standarddienste anfordern und empfangen können
B) Beschaffung und Lieferung der angeforderten Komponenten von Standarddiensten
C) Zum Aktualisieren des Servicekatalogs mit Services, die möglicherweise über den Service Desk angefordert werden
D) Informationen für Benutzer darüber, welche Dienste verfügbar sind und wie diese angefordert werden können
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: C | Question # 3 Answer: B | Question # 4 Answer: D | Question # 5 Answer: C |
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