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

1. Welcher Prozess ist dafür verantwortlich, einen IT-Service zu überwachen und festzustellen, wann die Leistung unter akzeptable Grenzen fällt?

A) Problemverwaltung
B) Service Asset- und Konfigurationsmanagement
C) Servicekatalogverwaltung
D) Ereignisverwaltung

2. Was soll ein Service immer für Kunden liefern?

A) Wert
B) Anwendungen
C) Ressourcen
D) Infrastruktur

3. Welche Ziele verfolgt das Service Level Management?
1: Festlegung, Dokumentation und Vereinbarung der zu erbringenden IT-Services
2: Überwachung, Messung und Berichterstattung des tatsächlichen Leistungsniveaus
3: Überwachung und Verbesserung der Kundenzufriedenheit
4:
Ermittlung möglicher zukünftiger Märkte, in denen der Dienstleister tätig sein könnte

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

4. Welche der folgenden Angaben kann dazu beitragen, den Grad der Auswirkung eines Problems zu bestimmen?

A) Anforderungserklärung (SOR)
B) Definitive Media Library (DML)
C) Konfigurationsmanagementsystem (CMS)
D) Standardarbeitsanweisungen (SOP)

5. Die Sanierungsplanung wird am besten wie folgt beschrieben:

A) Planen, wie ein Benutzer für eine fehlgeschlagene Änderung entschädigt wird
B) Planung der erforderlichen Schritte, wenn eine Änderung nicht erfolgreich ist
C) Planen, wie die Kosten einer Änderung erstattet werden
D) Planen, wie die Änderungsanforderung einer fehlgeschlagenen Änderung angezeigt wird

Solutions: