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

1. Welche Aussage zu Service Level Agreements (SLAs) ist RICHTIG?

A) Es sollte immer eine separate SLA für jeden bestimmten Kunden geben
B) Der Wortlaut muss klar und präzise sein, damit keine Mehrdeutigkeiten möglich sind
C) Änderungen am SLA können nur vom Kunden angefordert werden
D) Sie müssen aufgrund ihrer Bedeutung eine gesetzliche Formulierung enthalten

2. Welche vier Gründe sprechen für die Überwachung und Messung eines Mehrwerts für das Unternehmen?

A) Bestätigen; Direkte; Rechtfertigen; Eingreifen
B) Bewerten; Diagnostizieren; Rechtfertigen; Eingreifen
C) Bewerten; Direkte; Rechtfertigen; Verbessern
D) Bestätigen; Direkte; Rechtfertigen; Verbessern

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

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

4. Welcher Prozess ist für risikoarme, häufig auftretende und kostengünstige Änderungen verantwortlich?

A) Nachfragemanagement
B) Incident Management
C) Erfüllung anfordern
D) Release- und Bereitstellungsverwaltung

5. Mit welcher Funktion können Mitarbeiter Ereignisse in einer Operations Bridge überwachen?

A) Technisches Management
B) IT-Betriebsmanagement
C) Service Desk
D) Anwendungsverwaltung

Solutions: