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

1. Welche der folgenden Möglichkeiten erzeugt eine Nachfrage nach Dienstleistungen?

A) Infrastrukturtrends
B) Kosten für die Bereitstellung von Support
C) Service Level Agreements (SLA).
D) Muster der Geschäftstätigkeit (PBA).

2. Welche der folgenden Aussagen identifizieren den Zweck des Geschäftsbeziehungsmanagements?
1. Aufbau und Pflege einer Geschäftsbeziehung zwischen Dienstleister und Kunde
2.Um Kundenbedürfnisse zu identifizieren und sicherzustellen, dass der Dienstanbieter diese erfüllen kann

A) Keine der oben genannten
B) nur 1
C) nur 2
D) Beide oben genannten

3. Die BESTE Beschreibung der von Service Design bereitgestellten Anleitung lautet?

A) Design und Entwicklung von Services und Service-Management-Prozessen
B) Der tägliche Betrieb und die Unterstützung von Diensten
C) Design und Entwicklung von Serviceverbesserungen
D) Das Design und die Entwicklung neuer Dienste

4. Welches ist ein Ziel des Zugangsmanagements?

A) Zur Unterstützung allgemeiner Informationen, Beschwerden oder Kommentare.
B) Um die Auswirkungen von Vorfällen zu minimieren, die nicht verhindert werden können.
C) Effiziente Beantwortung von Anfragen zur Gewährung des Zugriffs auf Dienste.
D) Fehler bei Zustandsänderungen, die für die Verwaltung eines IT-Dienstes von Bedeutung sind.

5. Wie sollen Einträge im CSI-Register kategorisiert werden?

A) Basierend auf dem Namen des IT-Service, den Kosten für das Unternehmen und den erwarteten Ergebnissen für den Kunden
B) Basierend auf Priorität, Dringlichkeit und Auswirkungen auf das Unternehmen und alle seine Stakeholder
C) Basierend auf kleinen, mittleren oder großen Unternehmen, die schnell, mittelfristig oder langfristig durchgeführt werden können
D) Basierend auf den besten Verbesserungsmöglichkeiten in der Organisation, um einen Wettbewerbsvorteil zu erzielen

Solutions: