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

1. Welche der folgenden Punkte würde eine umfassende Problemüberprüfung untersuchen?
1.Dinge die richtig gemacht wurden
2.Dinge die falsch gemacht wurden
3.Wie vermeide ich ein erneutes Auftreten?
Was könnte in Zukunft besser gemacht werden?

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

2. Welche Aussage repräsentiert BEST als Leitfaden für die Ereignisprotokollierung?

A) Der Service Desk entscheidet, welche Vorfälle protokolliert werden sollen
B) Vorfälle müssen nur protokolliert werden, wenn eine Lösung nicht sofort verfügbar ist
C) Alle Vorfälle müssen vollständig protokolliert werden
D) Nur an den Service Desk gemeldete Vorfälle können protokolliert werden

3. Welche der folgenden Faktoren treibt die Nachfrage nach Dienstleistungen an?

A) Muster der Geschäftstätigkeit (PBA)
B) Service Level Agreements (SLA)
C) Kosten für die Bereitstellung von Support
D) Infrastrukturtrends

4. Welches der folgenden Ziele oder Zwecke hat das Service Level Management?

A) Sicherstellen, dass genügend Kapazität zur Verfügung steht, um die vereinbarte Leistung zu erbringen
B) Ausführen der Serviceaktivitäten, die zur Unterstützung der aktuellen IT-Services erforderlich sind
C) Sicherstellen, dass für alle aktuellen IT-Services ein vereinbarter IT-Service-Level bereitgestellt wird
D) Zum Erstellen und Auffüllen eines Servicekatalogs

5. Zu welchen Prozessen gehört es, zu verstehen, wie die Nutzung von Services durch Kunden im Laufe des Business Lifecycle variiert?

A) Service Portfolio Management
B) Nachfragemanagement
C) Service Level Management
D) Management der Komponentenkapazität

Solutions: