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Peoplecert ITIL V3 Foundation (CMS7 Deutsch Version) Sample Questions:
1. Wie oft sollte jede Phase des PDCA-Zyklus (Plan, Do, Check, Act) besucht werden?
A) Jede Stufe sollte einmal in der Reihenfolge Plan-Do-Check-Act durchgeführt werden
B) Es sollte einen einzelnen Plan geben, und der Do-Check-Act-Zyklus sollte mehrmals wiederholt werden, um die kontinuierliche Verbesserung zu implementieren
C) Es sollte ein einziger Plan und eine einzige Maßnahme geben, und anschließend sollten Check und Act mehrmals ausgeführt werden, um die kontinuierliche Verbesserung zu implementieren
D) Der gesamte Zyklus sollte mehrmals wiederholt werden, um die kontinuierliche Verbesserung zu implementieren
2. Für welche der folgenden Aufgaben ist das Servicekatalog-Management NICHT zuständig?
A) Sicherstellen, dass alle betrieblichen Services im Servicekatalog erfasst sind
B) Sicherstellen, dass die Informationen im Servicekatalog mit den Informationen im Serviceportfolio übereinstimmen
C) Sicherstellen, dass Service Level Agreements aktuell sind
D) Stellen Sie sicher, dass die Informationen im Servicekatalog korrekt sind
3. In welchem Dokument würden Sie eine Übersicht über die tatsächlichen Serviceleistungen im Vergleich zu den Zielen erwarten?
A) Operational Level Agreement (OLA)
B) SLA-Überwachungstabelle (SLAM)
C) Kapazitätsplan
D) Service Level Agreement (SLA)
4. Welche der folgenden Service Desk-Organisationsstrukturen gibt es?
1. Lokaler Service Desk
2. Virtueller Service Desk
3. IT Help Desk
4. Folge der Sonne
A) nur 1, 2 und 3
B) nur 1, 3 und 4
C) nur 1, 2 und 4
D) nur 2, 3 und 4
5. Service Design betont die Bedeutung der "Four Ps". Diese "Vier P" umfassen Partner, Menschen, Prozesse und ein weiteres "P". Welches der folgenden ist das zusätzliche "P"?
A) Vorbereitung
B) Produkte
C) Potenzial
D) Gewinn
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: C | Question # 3 Answer: B | Question # 4 Answer: C | Question # 5 Answer: B |
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