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

1. Was ist die RICHTIGE Definition von Servicemanagement?

A) Die Fähigkeit von Dienstanbietern, ihre Kosten zu minimieren, ohne den Wert der Dienste zu mindern
B) Eine Reihe spezialisierter organisatorischer Fähigkeiten zur Bereitstellung von Mehrwert für Kunden in Form von Dienstleistungen
C) Die Fähigkeit des Lieferanten, den Anbietern gegen Geld Dienstleistungen zu erbringen
D) Eine Reihe spezialisierter Ressourcen für die Überführung von Diensten in die Live-Betriebsumgebung

2. Welche Aussage BEST repräsentiert die Anleitung zur Protokollierung von Vorfällen?

A) Der Service Desk entscheidet, welche Vorfälle protokolliert werden sollen
B) Alle Vorfälle müssen vollständig protokolliert werden
C) Vorfälle müssen nur protokolliert werden, wenn eine Lösung nicht sofort verfügbar ist
D) Es können nur Vorfälle protokolliert werden, die an den Service Desk gemeldet wurden

3. Was kann als Betriebsmodell für die Erstellung und Verwaltung von Produkten und Dienstleistungen beschrieben werden?

A) Praktiken
B) Leitprinzipien
C) Service-Wertschöpfungskette
D) Governance

4. Welche ITIL-Praxis hat den Zweck, die Verbindungen zwischen der Organisation und ihren Stakeholdern auf strategischer und taktischer Ebene herzustellen und zu pflegen?

A) Lieferantenmanagement
B) Aktivierung ändern
C) Beziehungsmanagement
D) Servicedesk

5. Welche Praxis empfiehlt Organisationen, Kompetenzen und Techniken wie Stärken-, Schwächen-, Chancen- und Risikoanalysen (SWOT) sowie Balanced Scorecards zu entwickeln?

A) Serviceanforderungsverwaltung
B) Kontinuierliche Verbesserung
C) Aktivierung ändern
D) Vorfallmanagement

Solutions: