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EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:

1. Welche Bereiche des Service Managements können von der Automatisierung profitieren?
1.Design und Modellierung
2. Berichterstattung
3. Mustererkennung und -analyse
4. Erkennung und Überwachung

A) nur 1, 2 und 3
B) nur 1, 3 und 4
C) Alle oben genannten
D) nur 2, 3 und 4

2. Im Rahmen des 7-Stufen-Verbesserungsprozesses zur kontinuierlichen Serviceverbesserung (CSI) müssen Daten gesammelt und analysiert werden, die in einem anderen Bereich des Lebenszyklus vorliegen, um die Fragen zu beantworten
Frage "Sind wir dort angekommen?"

A) Servicestrategie
B) Servicebetrieb
C) Service Design
D) Serviceübergang

3. Zu welchem ​​Prozess gehört es, zu verstehen, wie Kunden Dienste nutzen und wie sich diese im Laufe des Geschäftslebenszyklus ändern?

A) Service Level Management
B) Service Portfolio Management
C) Komponentenkapazitätsverwaltung
D) Nachfragemanagement

4. Welchen Prozess würden Sie am MEISTEN bei der Verwaltung von Vertragsunterlagen erwarten?

A) Service Catalog Manager
B) Lieferantenmanager
C) Prozessmanager
D) IT-Designer / Architekt

5. Welche der folgenden Ziele verfolgt das Service Level Management?
1: Festlegung, Dokumentation und Vereinbarung des Niveaus der zu erbringenden FT-Dienste
2: Überwachung, Messung und Berichterstattung des tatsächlichen Leistungsniveaus
3: Überwachung und Verbesserung der Kundenzufriedenheit
4:
Identifizierung möglicher zukünftiger Märkte, in denen der Dienstleister tätig sein könnte

A) nur 1 und 2
B) nur 1, 2 und 3
C) Alle oben genannten
D) nur 1, 2 und 4

Solutions: