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

1. Service Design betont die Bedeutung der "Four Ps". Diese "Vier P" umfassen Partner, Menschen, Prozesse und ein weiteres "P". Welches der folgenden ist das zusätzliche "P"?

A) Produkte
B) Vorbereitung
C) Potenzial
D) Gewinn

2. Verträge werden verwendet, um Folgendes zu definieren:

A) Die Bereitstellung von Waren und Dienstleistungen durch Lieferanten
B) Service Levels, die zwischen dem Service Provider und seinem Kunden vereinbart wurden
C) Die Bereitstellung von IT-Diensten oder Unternehmensdiensten durch einen Dienstanbieter
D) Metriken und kritische Erfolgsfaktoren (CSFs) in einer externen Vereinbarung

3. In welcher Phase des Servicelebenszyklus beschäftigt sich MOST mit der Definition von Richtlinien und Zielen?

A) Serviceübergang
B) Service Design
C) Servicestrategie
D) Servicebetrieb

4. Welche der folgenden Werte werden von Service Metrics gemessen?

A) Der End-to-End-Service
B) Verfügbarkeit der Infrastruktur
C) Prozesse und Funktionen
D) Fälligkeit und Kosten

5. In vielen Organisationen ist die Rolle des Incident Managers dem Service Desk zugewiesen.
Es ist wichtig, dass der Incident Manager die Befugnis erhält,

A) Verwalten Sie Vorfälle nur effektiv über die erste und zweite Zeile
B) Verwalten Sie Vorfälle nur effektiv über die erste Zeile
C) Verwalten Sie Vorfälle effektiv über die 1., 2. und 3. Zeile
D) Verwalten Sie Vorfälle nur in der 3. Zeile effektiv

Solutions: