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| Section | Objectives |
|---|---|
| Topic 1: ITIL Service Value System (SVS) | - Guiding principles - Service value chain - Continual improvement - Governance |
| Topic 2: The Four Dimensions of Service Management | - Partners and suppliers - Information and technology - Organizations and people - Value streams and processes |
| Topic 3: Key Concepts of Service Management | - Value, outcomes, costs, and risks - Services and service relationships |
| Topic 4: ITIL Practices Overview | - General management practices (e.g., incident, change, problem management) - Service management practices - Technical management practices |
1. Was ist im Zweck der Praxis der „Änderungsermöglichung“ enthalten?
A) Neue und geänderte Dienste zur Nutzung bereitstellen
B) Ausgewählte Zustandsänderungen aufzeichnen und melden
C) Stellen Sie sicher, dass die Risiken ordnungsgemäß bewertet wurden
D) Planen und verwalten Sie den gesamten Lebenszyklus aller IT-Assets
2. Was ist die Definition eines Problems?
A) Ein Vorfall, für den noch keine vollständige Lösung verfügbar ist
B) Jede Zustandsänderung, die für die Verwaltung eines Konfigurationselements (CI) von Bedeutung ist
C) Eine ungeplante Unterbrechung eines Dienstes oder eine Verringerung der Qualität eines Dienstes
D) Eine Ursache oder mögliche Ursache eines oder mehrerer Vorfälle
3. Was beschreibt die Schritte, die erforderlich sind, um einen bestimmten Dienst zu erstellen und einem Verbraucher bereitzustellen?
A) Serviceverwaltung
B) Ein Wertstrom
C) Praktiken
D) Service-Level-Management
4. Was muss immer getan werden, bevor eine Aktivität automatisiert wird?
A) Prüfen Sie, ob geeignete neue Technologie gekauft wurde
B) Sicherstellen, dass DevOps erfolgreich implementiert wurde
C) Stellen Sie sicher, dass die Lösung menschliches Eingreifen überflüssig macht
D) Überprüfen Sie, ob die Aktivität bereits optimiert wurde
5. Was ist ein Beispiel für eine Problemkontrollaktivität?
A) Überprüfung der Vorfallaufzeichnungen zur Erkennung von Trends
B) Implementierung einer technischen Lösung zur Behebung eines Problems
C) Neubewertung eines bekannten Fehlers, um die anhaltenden Auswirkungen zu verstehen
D) Dokumentieren der Schritte einer Problemumgehung
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: D | Question # 3 Answer: B | Question # 4 Answer: D | Question # 5 Answer: D |
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