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

1. Welche Vorgehensweise trägt dazu bei, sicherzustellen, dass die den Kunden bereitgestellten Dienste auf ihre Bedürfnisse abgestimmt sind?

A) Aktivierung ändern
B) Service-Level-Management
C) Problemmanagement
D) Serviceanforderungsverwaltung

2. Welches Tool wird zur Definition und Messung der Leistung verwendet?

A) Ein Vorfalldatensatz
B) Eine Service-Level-Vereinbarung
C) Ein Register zur kontinuierlichen Verbesserung
D) Ein Änderungsplan

3. Warum sollten einige Serviceanfragen ohne zusätzliche Genehmigungen erfüllt werden?

A) Zur Optimierung des Fulfillment-Workflows
B) Um sicherzustellen, dass die Anforderungen an die Informationssicherheit erfüllt werden
C) Um sicherzustellen, dass die Ausgaben ordnungsgemäß abgerechnet werden
D) Um die Erwartungen der Benutzer hinsichtlich der Erfüllungszeiten festzulegen

4. Was ist die Definition eines Problems?

A) Jede Zustandsänderung, die für die Verwaltung eines Konfigurationselements (CI) von Bedeutung ist
B) Ein Vorfall, für den noch keine vollständige Lösung verfügbar ist
C) Eine Ursache oder mögliche Ursache eines oder mehrerer Vorfälle
D) Eine ungeplante Unterbrechung eines Dienstes oder eine Verringerung der Qualität eines Dienstes

5. Welche Aussage zu den Kosten ist RICHTIG?

A) Dem Verbraucher abgezogene Kosten sind Teil der Servicenutzung
B) Dem Verbraucher entstehende Kosten sind Kosten der Dienstleistung
C) Kosten, die dem Verbraucher entfallen, sind Teil des Wertversprechens
D) Dem Verbraucher entstehende Kosten sind Kosten für die Servicegarantie

Solutions: