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EXIN ITIL Deutsch Exam Syllabus Topics:

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

1. Dazu gehören Governance, Managementpraktiken und kontinuierliche Verbesserung?

A) Das Service-Wertesystem
B) Das Leitprinzip „Konzentration auf den Wert“
C) Die Wertschöpfungskettenaktivität „Liefern und Unterstützen“
D) Die Dimension „Wertstrom und Prozesse“

2. Welche Rolle wäre am BESTEN für jemanden geeignet, der Erfahrung in der Verwaltung von Beziehungen zu verschiedenen Interessengruppen, einschließlich Lieferanten und Geschäftsführern, hat?

A) Autorität ändern
B) Problemanalytiker
C) Service-Level-Manager
D) Service-Desk-Agent

3. Warum sollte eine Service-Level-Vereinbarung mehrere Kennzahlen enthalten?

A) Um den Fokus auf Geschäftsergebnisse statt auf Betriebsergebnisse zu legen.
B) Um die Anzahl der zu messenden und zu meldenden Kennzahlen zu reduzieren
C) Um sicherzustellen, dass alle Dienste in den Serviceberichten enthalten sind
D) Um sicherzustellen, dass die Service-Levels mit den Kunden vereinbart wurden

4. Was ist die RICHTIGE Definition von Servicemanagement?

A) Eine Reihe spezialisierter organisatorischer Fähigkeiten zur Bereitstellung von Mehrwert für Kunden in Form von Dienstleistungen
B) Die Fähigkeit des Lieferanten, den Anbietern gegen Geld Dienstleistungen zu erbringen
C) Eine Reihe spezialisierter Ressourcen für die Überführung von Diensten in die Live-Betriebsumgebung
D) Die Fähigkeit von Dienstanbietern, ihre Kosten zu minimieren, ohne den Wert der Dienste zu mindern

5. Welcher Begriff bezieht sich auf Service-Levels, die auf die Bedürfnisse der Service-Konsumenten abgestimmt sind?

A) Kosten
B) Dienstprogramm
C) Garantie
D) Serviceverwaltung

Solutions: