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

1. Welches ist die richtige Kombination von Elementen, die einen IT-Service ausmachen?

A) Menschen, Prozesse und Kunden
B) Informationstechnologie, Netzwerke und Menschen
C) Kunden, Anbieter und Dokumente
D) Informationstechnologie, Menschen und Prozesse

2. Welche beiden werden als Teil der Dimension „Organisationen und Menschen“ des Servicemanagements betrachtet?
1. Autoritätssysteme
2.Kultur
3. Beziehungen zwischen Organisationen
4.Workflows

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

3. Welche Praxis ist für die Probleme, Fragen und Anforderungen der Benutzer zuständig und verwaltet diese?

A) Servicedesk
B) Problemmanagement
C) Vorfallmanagement
D) Änderungskontrolle

4. Welches davon sollte als Problem protokolliert und behandelt werden?

A) Ein Überwachungstool erkennt eine Statusänderung für einen Dienst
B) Ein Benutzer fordert die Lieferung eines Laptops an
C) „Kontinuierliche Verbesserung“ muss eine Verbesserungsmöglichkeit priorisieren
D) Trendanalyse zeigt eine große Anzahl ähnlicher Vorfälle

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

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

Solutions: