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

1. Welcher Prozess würde versuchen, die Kundenzufriedenheit zu verstehen und zu kommunizieren, welche Aktionspläne zur Bewältigung der Unzufriedenheit aufgestellt wurden?

A) Kapazitätsmanagement
B) Servicekatalogverwaltung
C) Geschäftsbeziehungsmanagement
D) Verfügbarkeitsmanagement

2. Welche Aussage zu Serviceanfragen ist RICHTIG?

A) Serviceanfragen erfordern Workflows, die manuelle Verfahren verwenden und Automatisierung vermeiden sollten
B) Serviceanfragen werden in der Regel mithilfe von Standardverfahren für die Einleitung, Genehmigung und Erfüllung formalisiert.
C) Komplexe Serviceanfragen sollten als normale Änderungen behandelt werden
D) Serviceanfragen, die einfache Arbeitsabläufe erfordern, sollten als Vorfälle behandelt werden

3. Welche Praxis empfiehlt den Einsatz von Tools zur Zusammenarbeit und zum automatisierten Abgleich von Symptomen?

A) Vorfallmanagement
B) Problemmanagement
C) Service-Level-Management
D) Serviceanforderungsverwaltung

4. Identifizieren Sie die fehlenden Wörter im folgenden Satz.
Der Zweck des [?] besteht darin, sicherzustellen, dass die Organisation im Einklang mit den Zielen der Organisation kontinuierlich gemeinsam mit allen Beteiligten Werte schafft.

A) Service-Wertesystem
B) Leitprinzip „Konzentration auf den Wert“
C) Vier Dimensionen des Servicemanagements
D) Praxis des „Service Request Managements“

5. Welches der folgenden Beispiele ist eine Problemumgehung?

A) Der Serverspeicher wird erhöht, wenn der Server nicht reagiert
B) Ein Server wird neu gestartet, um einen Vorfall zu beheben
C) Ein defekter Netzwerk-Switch wird durch einen neuen ersetzt
D) Ein E-Mail-Server wird wiederhergestellt, nachdem ein Vorfall gemeldet wurde

Solutions: