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

1. Welche Service-Management-Dimension konzentriert sich auf Aktivitäten und wie werden diese koordiniert?

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

2. Was wird NICHT als Serviceanfrage behandelt?

A) Eine Beschwerde über ein Support-Team
B) Der Austausch einer Tonerkartusche
C) Die Bereitstellung eines Laptops
D) Die Verschlechterung eines Dienstes

3. Was ist die Ursache oder mögliche Ursache eines oder mehrerer Vorfälle?

A) Ein Konfigurationselement
B) Ein Problem
C) Eine Problemumgehung
D) Ein Vorfall

4. Wofür wird ein Änderungsplan HAUPTSÄCHLICH verwendet?

A) Um bei der Planung von Änderungen zu helfen, die Kommunikation zu unterstützen und Konflikte zu vermeiden
B) So veröffentlichen Sie eine Liste mit Serviceanfragen, die Benutzer auswählen können
C) Zur Unterstützung bei der Planung, Autorisierung und Terminierung von Notfalländerungen
D) Um sicherzustellen, dass eine einzelne Änderungsautorität jede Änderung überprüft

5. Welche Elemente umfasst das Service-Wertesystem?

A) Servicebereitstellung, Servicenutzung, Servicebeziehungsmanagement
B) Governance, Service-Wertschöpfungskette, Praktiken
C) Kundenwert, Stakeholderwert, Organisation
D) Ergebnisse, Nutzen, Garantie

Solutions: