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

1. Ein Berater hat Ihnen in einem Bericht zwei Empfehlungen gegeben:
1.Um die Rechtsterminologie in Ihre Service Level Agreements (SLAs) aufzunehmen
2. Es ist nicht erforderlich, alle Ziele in einer SLA messen zu können
Welche der Empfehlungen entsprechen den bewährten Verfahren für Service Level Management?

A) nur 1
B) Keines der oben genannten
C) Beides
D) 2 nur

2. Welcher Service Design-Prozess nutzt die vom Demand Management bereitgestellten Daten am meisten?

A) Servicekatalogverwaltung
B) Kapazitätsverwaltung
C) IT-Service-Continuity-Management
D) Service Level Management

3. Kundenwahrnehmungen und Geschäftsergebnisse helfen zu definieren, was?

A) Leistungsindikatoren
B) Der Wert einer Dienstleistung
C) Gesamtbetriebskosten
D) Kundenzufriedenheit

4. Eine IT-Abteilung steht unter Kostensenkungsdruck. Infolgedessen hat die Qualität der Dienstleistungen zu leiden begonnen. Welches Ungleichgewicht stellt dies dar?

A) Übermäßig reaktiv
B) Übermäßig proaktiv
C) Übermäßiger Fokus auf Qualität
D) Übermäßiger Fokus auf Kosten

5. Welche der folgenden Punkte betreffen Fairness und Transparenz?

A) Governance
B) Service Design
C) Kapazitätsverwaltung
D) Service Level Management

Solutions: