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

1. Was ist ein Zweck der Wertschöpfungskettenaktivität „Engage“?

A) Sicherstellen, dass die Vision der Organisation verstanden wird
B) Für Transparenz und gute Beziehungen sorgen
C) Sicherstellung der kontinuierlichen Verbesserung der Dienstleistungen
D) Erfüllung der Erwartungen hinsichtlich Qualität, Kosten und Markteinführungszeit

2. Welche Anforderungen werden an alle Service-Desk-Mitarbeiter gestellt?

A) Fähigkeiten zur Ursachenanalyse
B) Demonstration emotionaler Intelligenz
C) Ausgezeichnete technische Kenntnisse
D) Kenntnisse in Telefonietechnik

3. Was ist ein Event?

A) Jede Statusänderung, die für die Verwaltung eines Dienstes oder eines anderen Konfigurationselements von Bedeutung ist
B) Das Hinzufügen, Ändern oder Entfernen von allem, was direkte oder indirekte Auswirkungen auf Dienste haben könnte
C) Eine ungeplante Unterbrechung eines Dienstes oder eine Verringerung der Qualität eines Dienstes
D) Ursache eines oder mehrerer Vorfälle

4. Welche ist die WICHTIGSTE Interessengruppe, mit der ein Dienstanbieter zusammenarbeiten muss?

A) Kundenbetreuer
B) Kunden
C) Entwickler
D) Lieferanten

5. Dazu gehören Governance, Managementpraktiken und kontinuierliche Verbesserung?

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

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