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

1. Welche Änderung ist mit geringem Risiko verbunden und wurde vorab genehmigt, sodass keine zusätzliche Genehmigung erforderlich ist?

A) Eine Standardänderung
B) Ein Änderungsmodell
C) Eine Notfalländerung
D) Eine normale Änderung

2. Welcher Prozess ist dafür verantwortlich, genaue Informationen zu allen Diensten bereitzustellen und zu pflegen?
Übergang oder Übergang in die Lebensumgebung?

A) Service Level Management
B) Servicekatalogverwaltung
C) Service-Portfolio-Management
D) Servicekapazitätsmanagement

3. Was ist der HAUPTvorteil des „Problemmanagements“?

A) Problemumgehungen und bekannte Fehler verwalten
B) Reduzierung der Anzahl und Auswirkungen von Vorfällen
C) Der normale Dienst wird so schnell wie möglich wiederhergestellt
D) Maximierung der Anzahl erfolgreicher Änderungen

4. Wie soll der Workflow für eine neue Serviceanfrage gestaltet sein?

A) Nutzen Sie vorhandene Arbeitsabläufe, wann immer möglich
B) Verwenden Sie für jede Art von Serviceanfrage unterschiedliche Workflows
C) Vermeiden Sie Workflows für einfache Serviceanfragen
D) Verwenden Sie einen einzigen Workflow für alle Arten von Serviceanfragen

5. Welche Auswirkungen hat die Automatisierung auf einen Service Desk?

A) Möglichkeit, von einem einzigen zentralen Standort aus zu arbeiten
B) Möglichkeit, von mehreren Standorten aus zu arbeiten, geografisch verteilt
C) Erhöhter Telefonkontakt und eine verringerte Fähigkeit, sich auf das Benutzererlebnis zu konzentrieren
D) Weniger Arbeit auf niedriger Ebene und eine bessere Möglichkeit, sich auf das Benutzererlebnis zu konzentrieren

Solutions: