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

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EXIN ITIL Deutsch Exam Syllabus Topics:

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

1. Welche Vorgehensweise hat einen Zweck, der die Verwaltung der Authentifizierung und Nichtabstreitbarkeit umfasst?

A) Aktivierung ändern
B) Informationssicherheitsmanagement
C) IT-Asset-Management
D) Service-Konfigurationsverwaltung

2. Wie sollte eine Organisation Vorfälle priorisieren?

A) Erstellen Sie eine Reihenfolge der Vorfälle basierend auf den Daten und Uhrzeiten, zu denen sie protokolliert wurden.
B) Bewerten Sie die Verfügbarkeit des entsprechenden Supportteams.
C) Verwenden Sie eine vereinbarte Klassifizierung, die auf den geschäftlichen Auswirkungen des Vorfalls basiert.
D) Fragen Sie den Benutzer nach seinem bevorzugten Zeitrahmen für die Lösung.

3. Warum sollten Servicedesk-Mitarbeiter wiederkehrende Probleme erkennen?

A) Um die richtige Änderungsautorität einzuschalten
B) Um Vorfälle an das richtige Support-Team weiterzuleiten
C) Zur Unterstützung bei der Identifizierung von Problemen
D) Um eine effektive Bearbeitung von Serviceanfragen zu gewährleisten

4. Welcher Aspekt des „Service Level Managements“ fragt Servicekonsumenten, was ihre Arbeit beinhaltet und wie die Technologie ihnen dabei hilft?

A) Kundenfeedback
B) Geschäftsmetriken
C) Kundenbindung
D) Betriebskennzahlen

5. Welche zwei Praktiken verwenden Workarounds?

A) Vorfallmanagement und kontinuierliche Verbesserung
B) Änderungsaktivierung und Problemmanagement
C) Veränderungsermöglichung und kontinuierliche Verbesserung
D) Problemmanagement und Vorfallmanagement

Solutions: