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

1. Wie unterstützt die Kategorisierung von Vorfällen die Praxis des „Vorfallmanagements“?

A) Es hilft, den Vorfall an den richtigen Supportbereich weiterzuleiten
B) Es bestimmt, wie der Dienstanbieter wahrgenommen wird
C) Es bestimmt die dem Vorfall zugewiesene Priorität
D) Es stellt sicher, dass Vorfälle innerhalb der mit dem Kunden vereinbarten Zeiträume gelöst werden

2. Was sollte verwendet werden, um die Erwartungen der Benutzer hinsichtlich der Erfüllungszeiten von Anfragen festzulegen?

A) Die Zeit, die realistischerweise benötigt wird, um den Service zu erbringen
B) Die vom Kunden angegebene Zeit für die Leistungserbringung
C) Die Verbrauchernachfrage nach dem Service
D) Die Service-Levels des Lieferanten

3. Was ist ein Konfigurationselement?

A) Jede Komponente, die verwaltet werden muss, um einen IT-Service bereitzustellen
B) Jede finanziell wertvolle Komponente, die zur Bereitstellung eines IT-Produkts oder -Dienstes beitragen kann
C) Jede Zustandsänderung, die für die Verwaltung eines Dienstes von Bedeutung ist
D) Ein Problem, das analysiert, aber nicht gelöst wurde

4. Was wird als Serviceanfrage behandelt?

A) Ein Kompliment über ein IT-Supportteam
B) Eine Untersuchung zur Ermittlung der Ursache eines Vorfalls
C) Eine Notfalländerung zur Implementierung eines Sicherheitspatches
D) Der Ausfall eines IT-Dienstes

5. Welches Leitprinzip berücksichtigt, wie die Schritte eines Prozesses möglichst effizient durchgeführt werden können?

A) Optimieren und automatisieren
B) Fokus auf Wert
C) Beginnen Sie dort, wo Sie sind
D) Ganzheitlich denken und arbeiten

Solutions: