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

1. Welche Praxis ist für die Probleme, Fragen und Anforderungen der Benutzer zuständig und verwaltet diese?

A) Änderungskontrolle
B) Problemmanagement
C) Servicedesk
D) Vorfallmanagement

2. Welches sind die Elemente der Prozesssteuerung?

A) Arbeitsanweisungen, Verfahren und Rollen
B) Eingänge, Ausgänge und Trigger
C) Prozessverantwortlicher, Richtlinien und Ziele
D) Ressourcen, Fähigkeiten und Metriken

3. Welche Kompetenzen werden für die Praxis des „Service Level Managements“ benötigt?

A) Vorfallanalyse und Priorisierung
B) Problemuntersuchung und -lösung
C) Geschäftsanalyse und kaufmännisches Management
D) Balanced Scorecard-Überprüfungen und Reifegradbewertung

4. Welche beiden werden als Teil der Dimension „Organisationen und Menschen“ des Servicemanagements betrachtet?
1. Autoritätssysteme
2.Kultur
3. Beziehungen zwischen Organisationen
4.Workflows

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

5. Welche Aussage zum IT-Servicemanagement ist RICHTIG?
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A) Die Durchführung erfolgt durch den Service Desk unter Einsatz einer Kombination aus Personal, Prozessen und Technologie
B) Es wird von IT-Dienstleistern durchgeführt, die einen Mix aus Lieferanten und deren Produkten verwenden.
C) Es wird von Kunden mithilfe einer Mischung aus IT-Systemen, Diensten und Prozessen durchgeführt
D) Es wird von IT-Dienstleistern durchgeführt, die eine Kombination aus Personal, Prozessen und Technologie einsetzen

Solutions: