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Peoplecert CMS7 Deutsch Exam Syllabus Topics:

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

1. Welcher Prozess wird in erster Linie durch die Analyse von Patterns of Business Activity (PBA) unterstützt?

A) Finanzverwaltung
B) Service Level Management
C) Nachfragemanagement
D) Verfügbarkeitsmanagement

2. Welche der folgenden BEST beschreibt einen "Hauptvorfall"?

A) Ein Vorfall, dessen Lösung eine große Anzahl von Personen erfordert
B) Ein Vorfall, der so komplex ist, dass das Service Desk mehr als das Fünffache der normalen Zeit für die Protokollierung benötigt
C) Ein Incident, der so komplex ist, dass eine Ursachenanalyse erforderlich ist, bevor eine Problemumgehung gefunden werden kann
D) Ein Vorfall, der sich stark auf das Geschäft auswirkt

3. Welche dieser Aussagen über Service Desk-Mitarbeiter ist RICHTIG?

A) Der Service Desk sollte versuchen, eine hohe Fluktuation zu erreichen, da die Schulungsanforderungen gering sind und dies dazu beiträgt, die Gehälter zu minimieren
B) Service Desk-Mitarbeiter sollten davon abgehalten werden, sich für andere Rollen zu bewerben, da es kostengünstiger ist, sie in der Rolle zu belassen, in der sie geschult wurden
C) Der Service Desk kann häufig als Sprungbrett für Mitarbeiter verwendet werden, die andere technische oder Aufsichtsfunktionen übernehmen möchten
D) Service Desk-Mitarbeiter sollten aus Personen mit hohem technischen Fachwissen rekrutiert werden, um die Schulungskosten zu minimieren

4. Das Verständnis, was zu messen ist und warum es gemessen wird, trägt maßgeblich zu welchem ​​Teil des Service Lifecycle bei?

A) Kontinuierliche Serviceverbesserung
B) Servicebetrieb
C) Servicestrategie
D) Service Design

5. Kundenwahrnehmungen und Geschäftsergebnisse helfen zu definieren, was?

A) Gesamtbetriebskosten (TCO)
B) Governance
C) Der Wert einer Dienstleistung
D) Key Performance Indicators (KPIs)

Solutions: