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Peoplecert ITIL V3 Foundation (CMS7 Deutsch Version) Sample Questions:

1. In welchem ​​Prozess wird "Muster der Geschäftstätigkeit verstehen" als eine wichtige Rolle aufgeführt?

A) Service Desk
B) Erfüllung anfordern
C) Nachfragemanagement
D) Lieferantenmanagement

2. Was ist die BESTE Beschreibung eines größeren Vorfalls?

A) Ein Vorfall, der von einem Senior Manager protokolliert wurde
B) Ein Vorfall, der so komplex ist, dass eine Ursachenanalyse erforderlich ist, bevor eine Problemumgehung gefunden werden kann.
C) Ein Vorfall, dessen Lösung eine große Anzahl von Personen erfordert
D) Ein Vorfall mit hoher Priorität oder hoher Auswirkung auf das Geschäft

3. Was soll ein Service immer für Kunden liefern?

A) Wert
B) Infrastruktur
C) Ressourcen
D) Anwendungen

4. Ordnen Sie die folgenden Implementierungsschritte für die kontinuierliche Service-Verbesserung (CSI) richtig an
Sequenz in Übereinstimmung mit dem PDCA-Modell (Plan, Do, Check, Act).
-Zuweisung von Rollen und Verantwortlichkeiten für die Arbeit an CSI-Initiativen.
-Messen und überprüfen Sie, ob der CSI-Plan ausgeführt wird und seine Ziele erreicht werden.
-Identifizieren Sie den Umfang, die Ziele und die Anforderungen für CSI.
-Entscheidung über die Implementierung einer weiteren Verbesserung.

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

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

Solutions: