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Peoplecert ITIL V3 Foundation (CMS7 Deutsch Version) Sample Questions:

1. Die Definition der Prozesse, die zum Betreiben eines neuen Dienstes erforderlich sind, ist Teil von:

A) Servicebetrieb: IT-Betriebsmanagement
B) Service Design: Entwerfen Sie die Prozesse
C) Service Transition: Planen und Vorbereiten der Bereitstellung
D) Servicestrategie: Entwickeln Sie die Angebote

2. Welche dieser Aussagen über Service Desk-Mitarbeiter ist RICHTIG?

A) Service Desk-Mitarbeiter sollten aus Personen mit hohem technischen Fachwissen rekrutiert werden, um die Schulungskosten zu minimieren
B) Service Desk-Mitarbeiter sollten davon abgehalten werden, sich für andere Rollen zu bewerben, da es kostengünstiger ist, sie in der Rolle zu belassen, in der sie geschult wurden
C) Der Service Desk sollte versuchen, eine hohe Fluktuation zu erreichen, da die Schulungsanforderungen gering sind und dies dazu beiträgt, die Gehälter zu minimieren
D) Der Service Desk kann häufig als Sprungbrett für Mitarbeiter verwendet werden, die andere technische oder Aufsichtsfunktionen übernehmen möchten

3. Welche der folgenden Punkte betreffen Fairness und Transparenz?

A) Governance
B) Servicestrategie
C) Kapazitätsverwaltung
D) Service Level Management

4. Welche der folgenden Aussagen zur Meldung und Protokollierung von Vorfällen ist richtig?

A) Vorfälle können von jedem gemeldet werden, der eine Störung oder potenzielle Störung des normalen Betriebs feststellt. Dies schließt technisches Personal ein
B) Vorfälle können nur von Benutzern gemeldet werden, da sie nur die einzigen Personen sind, die wissen, wann ein Dienst unterbrochen wurde
C) Alle Anrufe an den Service Desk müssen als Vorfälle protokolliert werden, um die Meldung von Service Desk-Aktivitäten zu unterstützen
D) Vom technischen Personal gemeldete Vorfälle müssen als Probleme protokolliert werden, da das technische Personal Infrastrukturgeräte und keine Dienste verwaltet

5. Configuration Management-Datenbanken (CMDBs) und das Configuration Management-System (CMS) gehören zu welcher größeren Einheit?

A) Die Datenbank für bekannte Fehler
B) Das Informationsmanagementsystem
C) Das Service Knowledge Management-System
D) Das Asset Register

Solutions: