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

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

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

2. Warum sollte ein Service Level Manager regelmäßige Service Reviews durchführen?

A) Zum Erfassen von Informationen zu Serviceproblemen und zur Leistung im Vergleich zu vereinbarten Zielen
B) Um eine kontinuierliche Verbesserung der Dienste sicherzustellen, sodass sie den sich entwickelnden Bedürfnissen der Dienstnutzer gerecht werden
C) Zum Sammeln von Informationen über die Ziele und Vorgaben der Service-Konsumenten
D) Um sicherzustellen, dass Vereinbarungen einfach formuliert und leicht verständlich sind

3. Welche Aussage zu den Ergebnissen ist RICHTIG?

A) Ergebnisse helfen einem Servicekonsumenten, die Kosten einer bestimmten Aktivität einzuschätzen
B) Ergebnisse hängen davon ab, dass die Ergebnisse für einen Stakeholder erbracht werden.
C) Ergebnisse nutzen Aktivitäten, um materielle oder immaterielle Leistungen zu erbringen.
D) Ergebnisse geben Servicekonsumenten Sicherheit hinsichtlich der Produkte oder Dienstleistungen

4. Welche Phasen umfasst der Release- und Bereitstellungsprozess?
1. Release-Build und Test
2. Überprüfen und abschließen
3. Kategorisieren und aufzeichnen
4. Änderungsberechtigung und Zeitplan

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

5. Welche Phase des Problemmanagements umfasst die Analyse von Vorfällen, um nach Mustern und Trends zu suchen?

A) Überprüfung nach der Implementierung
B) Problemidentifizierung
C) Problemkontrolle
D) Fehlerkontrolle

Solutions: