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

1. Warum sollten einige Serviceanfragen ohne zusätzliche Genehmigungen erfüllt werden?

A) Um sicherzustellen, dass die Anforderungen an die Informationssicherheit erfüllt werden
B) Um die Erwartungen der Benutzer hinsichtlich der Erfüllungszeiten festzulegen
C) Zur Optimierung des Fulfillment-Workflows
D) Um sicherzustellen, dass die Ausgaben ordnungsgemäß abgerechnet werden

2. Was ist der Zweck der Praxis „Überwachung und Ereignismanagement“?

A) Um Workarounds und bekannte Fehler zu verwalten
B) Zur Erfassung des Bedarfs an Vorfallslösungen und Serviceanfragen
C) Um Dienste und Dienstkomponenten systematisch zu beobachten
D) Um den normalen Dienstbetrieb so schnell wie möglich wiederherzustellen

3. Welche Maßnahmen ergreift ein Service Desk bei allen Problemen, Fragen und Anforderungen, die ihm gemeldet werden?

A) Diagnostizieren, untersuchen, lösen
B) Anerkennen, klassifizieren, besitzen
C) Planen, bewerten, autorisieren
D) Initiieren, genehmigen, erfüllen

4. Wie lässt sich der Leitsatz „Wertorientierung“ umsetzen?

A) Weniger Dinge tun, aber sie besser machen
B) Das Ganze begreifen, aber etwas tun
C) Verstehen, wie Servicekonsumenten Services nutzen
D) Die Komplexität von Systemen erkennen

5. Welche Wertschöpfungskettenaktivität vermittelt den aktuellen Status aller vier Dimensionen des Servicemanagements?

A) Erhalten/Erstellen
B) Verbessern
C) Plan
D) Einbinden

Solutions: