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

1. Der Prozess des Lieferantenmanagements umfasst:
1: Service Design-Aktivitäten, um sicherzustellen, dass Verträge die Serviceanforderungen erfüllen können
2: Service Operation-Aktivitäten zur Überwachung und Meldung von Lieferantenleistungen
3: Kontinuierliche Verbesserungsaktivitäten, um sicherzustellen, dass die Lieferanten die Anforderungen des Geschäfts weiterhin erfüllen oder übertreffen

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

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

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

3. Was ist die BESTE Definition eines Konfigurationselements (Configuration Item, CI)?

A) Ein Hardware- oder Softwareelement, das in der Asset-Datenbank registriert ist
B) Eine Sammlung von Informationen zur Beschreibung eines Hardware- oder Softwareelements
C) Ein Asset, eine Servicekomponente oder ein anderes Element, das bzw. das der Kontrolle von Configuration Management unterliegt
D) Vom Service Desk aufgezeichnete Informationen, wenn ein Vorfall gemeldet wird

4. Kundenwahrnehmungen und Geschäftsergebnisse helfen zu definieren, was?

A) Key Performance Indicators (KPIs)
B) Governance
C) Der Wert einer Dienstleistung
D) Gesamtbetriebskosten (TCO)

5. Welche der folgenden Punkte müssen identifiziert werden, bevor Sie mit dem 7-stufigen CSI-Prozess (Continual Service Improvement) beginnen?

A) Vision und Strategie, taktische Ziele und operative Ziele
B) Prozessmodelle, Ziele und Zielsetzungen
C) Geschäftsziele, IT-Ziele, Prozessmetriken
D) Definitionen der Geschäfts- und IT-Strategie und -Prozesse

Solutions: