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

1. Welches ITIL-Konzept beschreibt Governance?

A) Die Service-Wertschöpfungskette
B) Das Service-Wertesystem
C) Die vier Dimensionen des Servicemanagements
D) Die sieben Leitprinzipien

2. Welche Praxis ist für die Verschiebung neuer oder geänderter Komponenten in Live- oder andere Umgebungen verantwortlich?

A) Aktivierung ändern
B) Lieferantenmanagement
C) Release-Verwaltung
D) Bereitstellungsverwaltung

3. Welche Dimension umfasst ein Workflow-Management-System?

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

4. Ein Benutzer kontaktiert den Service Desk und fragt, wie er einen Bericht erstellen kann. Welche Vorgehensweise trägt am wahrscheinlichsten zur Lösung dieses Problems bei?

A) Serviceanforderungsverwaltung
B) Service-Level-Management
C) Aktivierung ändern
D) Vorfallmanagement

5. Welche Praktiken werden am häufigsten mit dem Einsatz von Empathie zum Verständnis der Benutzer in Verbindung gebracht?

A) Kontinuierliche Verbesserung
B) Service-Level-Management
C) Aktivierung ändern
D) Servicedesk

Solutions: