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EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
1. Das mehrstufige SLA 'ist eine dreischichtige Struktur. Welche der folgenden Schichten ist NICHT Teil dieser Art von SLA?
A) Konfigurationsebene
B) Unternehmensebene
C) Service Level
D) Kundenebene
2. Welche Aussage zu Serviceanfragen ist RICHTIG?
A) Serviceanfragen, die einfache Arbeitsabläufe erfordern, sollten als Vorfälle behandelt werden
B) Komplexe Serviceanfragen sollten als normale Änderungen behandelt werden
C) Serviceanfragen werden in der Regel mithilfe von Standardverfahren für die Einleitung, Genehmigung und Erfüllung formalisiert.
D) Serviceanfragen erfordern Workflows, die manuelle Verfahren verwenden und Automatisierung vermeiden sollten
3. Wofür wird ein Änderungsplan HAUPTSÄCHLICH verwendet?
A) Um bei der Planung von Änderungen zu helfen, die Kommunikation zu unterstützen und Konflikte zu vermeiden
B) Um sicherzustellen, dass eine einzelne Änderungsautorität jede Änderung überprüft
C) So veröffentlichen Sie eine Liste mit Serviceanfragen, die Benutzer auswählen können
D) Zur Unterstützung bei der Planung, Autorisierung und Terminierung von Notfalländerungen
4. Wie tragen Informationen über Probleme und bekannte Fehler zum „Incident Management“ bei?
A) Es macht regelmäßige Kunden-Updates überflüssig
B) Es ermöglicht die Neubewertung bekannter Fehler
C) Es macht die Zusammenarbeit bei der Lösung von Vorfällen überflüssig
D) Es ermöglicht eine schnelle und effiziente Diagnose von Vorfällen
5. Was beschreibt, wie Komponenten und Aktivitäten zusammenarbeiten, um die Wertschöpfung zu ermöglichen?
A) Die ITIL-Leitprinzipien
B) Das ITIL-Service-Wertesystem
C) Die vier Dimensionen des Servicemanagements
D) Eine Servicebeziehung
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: C | Question # 3 Answer: A | Question # 4 Answer: D | Question # 5 Answer: B |




