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

1. In welchem ​​Prozess werden Berichte mit Kunden besprochen, aus denen hervorgeht, ob die Services ihre Ziele erreicht haben?

A) Kontinuierliche Serviceverbesserung
B) Service Level Management
C) Geschäftsbeziehungsmanagement
D) Verfügbarkeitsmanagement

2. Welche der folgenden Aufgaben würde der Anforderungserfüllungsprozess NICHT ausführen?

A) Bereitstellung eines Kanals für Benutzer zum Anfordern und Empfangen von Standarddiensten, für die ein vordefinierter Genehmigungs- und Qualifizierungsprozess vorhanden ist
B) Bereitstellung von Informationen für Benutzer und Kunden über die Verfügbarkeit von Diensten und das Verfahren zu deren Erhalt
C) Beschaffung und Lieferung der Komponenten der angeforderten Standarddienste (z. B. Lizenzen und Softwaremedien)
D) Bereitstellung von Informationen zum Vergleich der tatsächlichen Leistung mit Konstruktionsstandards

3. Welche der folgenden Möglichkeiten ist ein Beispiel?

A) Ruft den Service Desk an, um Standardänderungen zu registrieren
B) Menügesteuerte Funktionen für den Zugriff auf Serviceanfragen
C) Ein Software-Update, das automatisch auf alle Laptops in einer Organisation heruntergeladen wird
D) Software, mit der Programmierer Code debuggen können

4. Welche der folgenden beiden Hauptelemente schaffen Mehrwert für die Kunden?

A) Kundenzufriedenheit und Nutzerzufriedenheit
B) Value on Investment (VOI) und Return on Investment (ROI)
C) Serviceanforderungen und Garantie
D) Ressourcen und Funktionen

5. Welches der folgenden Ziele ist KEIN Ziel des Problem Managements?

A) Minimierung der Auswirkungen von Vorfällen, die nicht verhindert werden können
B) So schnell wie möglich den normalen Servicebetrieb wiederherstellen und nachteilige Auswirkungen auf das Geschäft minimieren
C) Wiederkehrende Vorfälle beseitigen
D) Verhindern, dass Probleme und daraus resultierende Vorfälle auftreten

Solutions: