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

1. Welche der folgenden BEST beschreibt einen "Hauptvorfall"?

A) Ein Vorfall, dessen Lösung eine große Anzahl von Personen erfordert
B) Ein Vorfall, der so komplex ist, dass das Service Desk mehr als das Fünffache der normalen Zeit für die Protokollierung benötigt
C) Ein Incident, der so komplex ist, dass eine Ursachenanalyse erforderlich ist, bevor eine Problemumgehung gefunden werden kann
D) Ein Vorfall, der sich stark auf das Geschäft auswirkt

2. Welches der folgenden Elemente ist KEIN Ziel des Änderungsmanagementprozesses?

A) Um sicherzustellen, dass alle Änderungen an Service Assets und Configuration Items (CIs) im Configuration Management System (CMS) aufgezeichnet werden.
B) Sicherstellen, dass standardisierte Methoden und Verfahren zur effizienten und raschen Bearbeitung von Änderungen verwendet werden
C) Bereitstellung und Verwaltung von IT-Services auf vereinbarten Ebenen für Geschäftsbenutzer
D) Um sicherzustellen, dass die Auswirkungen von Änderungen besser verstanden werden

3. Welcher Service Design-Prozess nutzt die vom Demand Management bereitgestellten Daten am meisten?

A) Servicekatalogverwaltung
B) Kapazitätsverwaltung
C) IT-Service-Continuity-Management
D) Service Level Management

4. Welche der folgenden Ziele verfolgt das Lieferantenmanagement?
1. Verhandlung und Vereinbarung von Verträgen
2. Aktualisierung der Lieferanten- und Vertragsdatenbank
3. Planung eines möglichen Abschlusses, einer Verlängerung oder Verlängerung von Verträgen
4. Verwaltung der Beziehungen zu internen Lieferanten

A) nur 1, 3 und 4
B) Keine der oben genannten
C) nur 2, 3 und 4
D) nur 1, 2 und 3

5. Welche der folgenden Aussagen ist INKORREKT?

A) Das SKMS ist Teil des Configuration Management System (CMS).
B) Das Service Knowledge Management System (SKMS) enthält Configuration Management-Datenbanken (CMDB).
C) Das SKMS kann Daten zur Leistung der Organisation enthalten
D) Das SKMS kann Benutzerfertigkeitsstufen enthalten

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