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

1. Welches ist der erste Schritt im 7-Stufen-Verbesserungsprozess?

A) Definieren Sie, was Sie messen sollen
B) Wo sind wir jetzt?
C) Identifizieren Sie Lücken in der Leistung der Service Level Agreements (SLAs)
D) Vorbereiten für die Aktion

2. Einer der fünf Hauptaspekte von Service Design ist das Design der Servicelösungen. Es enthält?

A) Erforderliche und vereinbarte Anforderungen, Ressourcen und Fähigkeiten
B) Nur Fähigkeiten benötigt und vereinbart
C) Nur Anforderungen erforderlich und vereinbart
D) Nur Ressourcen und Funktionen erforderlich

3. Welches der folgenden Ziele dient NICHT der kontinuierlichen Verbesserung des Service?

A) Überprüfen und analysieren Sie die Ergebnisse des Service Level Achievement
B) Führen Sie Aktivitäten durch, um den Geschäftsbenutzern Services auf vereinbarten Ebenen bereitzustellen und zu verwalten
C) Identifizieren Sie Aktivitäten zur Verbesserung der Effizienz von Service-Management-Prozessen
D) Verbessern Sie die Kosteneffizienz von IT-Services, ohne die Kundenzufriedenheit zu beeinträchtigen

4. Wie viele Personen sollten für einen im RACI-Modell definierten Prozess verantwortlich sein?

A) Nur einer - der Prozessverantwortliche
B) Nur einer - der Prozessarchitekt
C) Zwei - der Prozesseigner und der Prozess-Enactor
D) Beliebig viele, um die Aktivität abzuschließen

5. Welche Rolle oder Funktion ist für die Überwachung von Aktivitäten und Ereignissen in der IT-Infrastruktur verantwortlich?

A) IT-Betriebsmanagement
B) Service Level Management
C) Incident Management
D) Kapazitätsverwaltung

Solutions: