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

1. Welches Leitprinzip befasst sich IN ERSTER LINIE mit der End-to-End-Dienstleistungserbringung?

A) Optimieren und automatisieren
B) Zusammenarbeiten und fördern
C) Ganzheitlich denken und arbeiten
D) Fokus auf Wert

2. Welche Dimension des Servicemanagements berücksichtigt Governance, Management und Kommunikation?

A) Information und Technologie
B) Organisationen und Personen
C) Partner und Lieferanten
D) Wertströme und Prozesse

3. Was hilft direkt bei der Diagnose und Lösung einfacher Vorfälle?

A) Erstellung eines temporären Teams
B) Erfüllung von Serviceanfragen
C) Einsatz von Schichtarbeitsmustern
D) Skripte zum Sammeln von Benutzerinformationen

4. Was ist ein Service?

A) Ein materielles oder immaterielles Ergebnis einer Aktivität
B) Ein Mittel zur gemeinsamen Wertschöpfung, indem die von den Kunden gewünschten Ergebnisse erzielt werden, ohne dass der Kunde bestimmte Kosten und Risiken tragen muss.
C) Gemeinsame Aktivitäten eines Dienstanbieters und eines Dienstkonsumenten, um eine kontinuierliche gemeinsame Wertschöpfung auf der Grundlage vereinbarter und verfügbarer Dienstangebote sicherzustellen
D) Ein mögliches Ereignis, das Schaden oder Verlust verursachen oder das Erreichen von Zielen erschweren könnte

5. Welche zwei Aussagen zu den Leitprinzipien sind RICHTIG?
1. Die Leitprinzipien unterstützen die kontinuierliche Verbesserung
2.Jedes Leitprinzip gilt für eine Auswahl der verfügbaren Stakeholder-Gruppen
3. Organisationen sollten entscheiden, welches der Leitprinzipien für sie relevant ist
4. Organisationen sollten berücksichtigen, wie die Leitprinzipien miteinander interagieren

A) 3 und 4
B) 1 und 2
C) 1 und 4
D) 2 und 3

Solutions: