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

1. Welche Vorgehensweise behandelt alle vordefinierten, vom Benutzer initiierten Serviceaktionen?

A) Serviceanforderungsverwaltung
B) Service-Level-Management
C) Vorfallmanagement
D) Bereitstellungsverwaltung

2. Welche ZWEI der folgenden Punkte sind Überlegungen zur Ermöglichung von Veränderungen?
1. Die menschlichen Aspekte des Wandels managen
2. Sicherstellung des Erfolgs organisatorischer Transformationen
3. Maximierung der Anzahl erfolgreicher Serviceänderungen
4. Sicherstellen, dass Änderungen ordnungsgemäß bewertet werden

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

3. Worauf sollten alle Entscheidungen zur „kontinuierlichen Verbesserung“ basieren?

A) Eine aktuelle Balanced Scorecard
B) Details zur Messung von Dienstleistungen
C) Genaue und sorgfältig analysierte Daten
D) Eine aktuelle Reifegradbewertung

4. Was ist die Definition eines Serviceverbesserungsplans (SIP)?

A) Ein Input vom Finanzmanagement für IT-Services an das Service-Level-Management mit detaillierten Angaben zum Budgetplan
B) Ein formeller Plan zur Implementierung von Verbesserungen an den Geschäftsprozessen eines Kunden
C) Ein formeller Plan zur Implementierung von Verbesserungen an einem Service oder Prozess
D) Ein Input vom Verfügbarkeitsmanagement zum Service-Level-Management, der den Service-Designplan detailliert beschreibt

5. Welche Wertschöpfungskette stellt die Verfügbarkeit von Servicekomponenten sicher?

A) Einbinden
B) Erhalten/Erstellen
C) Liefern und unterstützen
D) Verbessern

Solutions: