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Peoplecert ITIL V3 Foundation (CMS7 Deutsch Version) Sample Questions:

1. Welches der folgenden Beispiele ist KEIN Beispiel für Selbsthilfefunktionen?

A) Anforderung, den Service Desk immer für Serviceanfragen anzurufen
B) Web-Frontend
C) Menügesteuerter Bereich von Selbsthilfe- und Serviceanfragen
D) Eine direkte Schnittstelle zur Back-End-Prozessverwaltungssoftware

2. Welche der folgenden Optionen können NICHT von einem Tool gespeichert und verwaltet werden?

A) Information
B) Wissen
C) Weisheit
D) Daten

3. Welche der folgenden Aussagen zur Meldung und Protokollierung von Vorfällen ist RICHTIG?

A) Vom technischen Personal gemeldete Vorfälle müssen ebenfalls als Probleme protokolliert werden
B) Vorfälle können nur von Benutzern gemeldet werden
C) Alle Anrufe beim Service Desk müssen als Vorfälle protokolliert werden
D) Vorfälle können von jedem gemeldet werden, der eine Störung oder potenzielle Störung des normalen Betriebs feststellt

4. Was messen Technologiemetriken?

A) Komponenten
B) Der End-to-End-Service
C) Prozesse
D) Kundenzufriedenheit

5. In vielen Organisationen ist die Rolle des Incident Managers dem Service Desk zugewiesen.
Es ist wichtig, dass der Incident Manager die Befugnis erhält,

A) Verwalten Sie Vorfälle nur effektiv über die erste Zeile
B) Verwalten Sie Vorfälle effektiv über die 1., 2. und 3. Zeile
C) Verwalten Sie Vorfälle nur effektiv über die erste und zweite Zeile
D) Verwalten Sie Vorfälle nur in der 3. Zeile effektiv

Solutions: