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

1. Wie lässt sich der Leitsatz „Wertorientierung“ umsetzen?

A) Das Ganze begreifen, aber etwas tun
B) Weniger Dinge tun, aber sie besser machen
C) Die Komplexität von Systemen erkennen
D) Verstehen, wie Servicekonsumenten Services nutzen

2. Welche der folgenden Maßnahmen umfasst die Konfiguration von Komponenten und Aktivitäten, um Ergebnisse für die Beteiligten zu erzielen?

A) Serviceverbrauch
B) Die Praxis des Release-Managements
C) Service-Beziehungsmanagement
D) Das Service-Wertesystem

3. Wie sollte eine Organisation Vorfälle priorisieren?

A) Erstellen Sie eine Reihenfolge der Vorfälle basierend auf den Daten und Uhrzeiten, zu denen sie protokolliert wurden.
B) Fragen Sie den Benutzer nach seinem bevorzugten Zeitrahmen für die Lösung.
C) Bewerten Sie die Verfügbarkeit des entsprechenden Supportteams.
D) Verwenden Sie eine vereinbarte Klassifizierung, die auf den geschäftlichen Auswirkungen des Vorfalls basiert.

4. Welchen Nutzen hat ein Änderungsplan?

A) Beschleunigung der Planung und Autorisierung von Notfalländerungen
B) Verfolgung und Verwaltung von Verbesserungsideen von der Identifizierung bis zur endgültigen Umsetzung
C) Bereitstellung von Informationen zu bereitgestellten Änderungen, um die Verwaltung von Vorfällen und Problemen zu unterstützen
D) Bereitstellung einer Möglichkeit zur Einleitung und Bewertung normaler Änderungen

5. Welche Anforderungen werden an alle Service-Desk-Mitarbeiter gestellt?

A) Demonstration emotionaler Intelligenz
B) Ausgezeichnete technische Kenntnisse
C) Fähigkeiten zur Ursachenanalyse
D) Kenntnisse in Telefonietechnik

Solutions: