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

1. Welche Vorgehensweise minimiert die Auswirkungen auf den normalen Servicebetrieb durch die Verwaltung von Ressourcen als Reaktion auf ungeplante Reduzierungen der Servicequalität?

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

2. Welche Vorgehensweise verbessert die Kunden- und Benutzerzufriedenheit, indem sie die negativen Auswirkungen von Serviceunterbrechungen reduziert?

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

3. Welche Schlüsselaktivität wird im Schritt „Haben wir unser Ziel erreicht?“ des Modells der „kontinuierlichen Verbesserung“ durchgeführt?

A) Verbesserungsmaßnahmen durchführen
B) Definieren Sie messbare Ziele
C) Führen Sie Basisbewertungen durch
D) Messungen und Metriken auswerten

4. Was hilft bei der Diagnose und Lösung eines einfachen Vorfalls?

A) Problempriorisierung
B) Bildung eines temporären Teams
C) Schnelle Eskalation
D) Die Verwendung von Skripten

5. Welche gemeinsame Aktivität eines Dienstanbieters und eines Dienstkonsumenten gewährleistet eine kontinuierliche gemeinsame Wertschöpfung?

A) Serviceangebot
B) Leistungserbringung
C) Service-Beziehungsmanagement
D) Serviceverbrauch

Solutions: