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

1. Was ist die Definition von „Service Management“?

A) Ein Ergebnis für einen Stakeholder, das durch einen oder mehrere Outputs ermöglicht wird
B) Verbinden Sie die Aktivitäten eines Dienstanbieters und eines Dienstkonsumenten, um eine kontinuierliche gemeinsame Wertschöpfung sicherzustellen.
C) Eine formale Beschreibung eines oder mehrerer Dienste, die auf die Bedürfnisse einer bestimmten Verbrauchergruppe zugeschnitten sind.
D) Eine Reihe spezialisierter organisatorischer Fähigkeiten, um den Kunden einen Mehrwert in Form von Dienstleistungen zu bieten.

2. Welches ITIL-Konzept hilft einer Organisation, gute Entscheidungen zu treffen?

A) Leitprinzipien
B) Service-Wertschöpfungskette
C) Vier Dimensionen des Servicemanagements
D) Praktiken

3. Welche Praxis empfiehlt den Einsatz ereignisbasierter Umfragen zur Erfassung von Kundenfeedback?

A) Service-Level-Management
B) Problemmanagement
C) Serviceanforderungsverwaltung
D) Aktivierung ändern

4. Welche Kosten sind im Wertversprechen einer Dienstleistung enthalten?

A) Die Vorteile, der Nutzen und die Bedeutung des Dienstes, die vom Dienstkonsumenten wahrgenommen werden
B) Zusätzliche Kosten, die dem Servicekonsumenten durch die Nutzung des Dienstes entstehen
C) Geld, das der Servicekonsument nicht mehr ausgeben muss, weil er den Service nutzt
D) Greifbare oder immaterielle Ergebnisse für den Servicekonsumenten, weil er den Service nutzt

5. Wann sollte eine Änderungsanforderung zur Lösung eines Problems eingereicht werden?

A) Sobald die Analyse der Häufigkeit und Auswirkung von Vorfällen die Änderung rechtfertigt
B) Sobald eine Problemumgehung für das Problem identifiziert wurde
C) Sobald die Analyse von Kosten, Risiken und Nutzen die Änderung rechtfertigt
D) Sobald eine Lösung für das Problem gefunden wurde

Solutions: