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

1. Ein Serviceangebot kann den Zugriff auf Ressourcen und Serviceaktionen umfassen. Was ist ein Beispiel für eine Serviceaktion?

A) Ein Passwort ermöglicht einem Benutzer die Verbindung zu einem WLAN-Netzwerk
B) Eine Lizenz erlaubt einem Benutzer, ein Softwareprodukt zu installieren
C) Ein Mobiltelefon ermöglicht einem Benutzer die Fernarbeit
D) Ein Service Desk-Agent bietet dem Benutzer Support.

2. Welche Wertschöpfungskettenaktivität vermittelt den aktuellen Status aller vier Dimensionen des Servicemanagements?

A) Einbinden
B) Erhalten/Erstellen
C) Plan
D) Verbessern

3. Welche Aussage zum „Modell der kontinuierlichen Verbesserung“ ist RICHTIG?

A) Das Modell hilft Organisationen, Verbesserungen mit ihren Zielen zu verknüpfen
B) Das Modell ist nur auf bestimmte Teile des Service-Wertsystems anwendbar
C) Organisationen sollten die Schritte des Modells in der Reihenfolge durcharbeiten, in der sie präsentiert werden
D) Organisationen sollten ein zusätzliches Modell oder eine Methode verwenden, um Verbesserungen mit dem Kundenwert zu verknüpfen

4. Welche „Service Level Management“-Aktivität hilft den Mitarbeitern, einen stärker geschäftsorientierten Service zu bieten?

A) Messung von Betriebsaktivitäten auf niedriger Ebene
B) Erstellen von Zielen basierend auf dem Prozentsatz der Betriebszeit eines Dienstes
C) Die laufenden Anforderungen der Kunden verstehen
D) Verwendung komplexer technischer Terminologie in Service Level Agreements (SLAs)

5. Identifizieren Sie das fehlende Wort in den folgenden Sätzen.
Ein Service ist ein Mittel zur gemeinsamen Wertschöpfung, indem er die von den Kunden gewünschten Leistungen ermöglicht, ohne dass der Kunde bestimmte Kosten und Risiken tragen muss.

A) Garantie
B) Ausgänge
C) Ergebnisse
D) Dienstprogramm

Solutions: