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

1. Welcher Begriff bezieht sich auf Service-Levels, die auf die Bedürfnisse der Service-Konsumenten abgestimmt sind?

A) Kosten
B) Serviceverwaltung
C) Garantie
D) Dienstprogramm

2. Was beschreibt die Ergebnisse?

A) Materielle oder immaterielle Leistungen
B) Konfiguration der Ressourcen einer Organisation
C) Von einem Produkt oder einer Dienstleistung angebotene Funktionalität
D) Von einem Stakeholder gewünschte Ergebnisse

3. Welche zwei Aussagen zu den Leitprinzipien sind RICHTIG?
1. Die Leitprinzipien unterstützen die kontinuierliche Verbesserung
2.Jedes Leitprinzip gilt für eine Auswahl der verfügbaren Stakeholder-Gruppen
3. Organisationen sollten entscheiden, welches der Leitprinzipien für sie relevant ist
4. Organisationen sollten berücksichtigen, wie die Leitprinzipien miteinander interagieren

A) 1 und 4
B) 2 und 3
C) 1 und 2
D) 3 und 4

4. Warum sollte eine Service-Level-Vereinbarung mehrere Kennzahlen enthalten?

A) Um die Anzahl der zu messenden und zu meldenden Kennzahlen zu reduzieren
B) Um sicherzustellen, dass alle Dienste in den Serviceberichten enthalten sind
C) Um den Fokus auf Geschäftsergebnisse statt auf Betriebsergebnisse zu legen.
D) Um sicherzustellen, dass die Service-Levels mit den Kunden vereinbart wurden

5. Welche Praxis verwendet Techniken wie SWOT-Analyse, Balanced Scorecard-Überprüfungen und Reifegradbewertungen?

A) Vorfallmanagement
B) Kontinuierliche Verbesserung
C) Serviceanforderungsverwaltung
D) Problemmanagement

Solutions: