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

1. Was messen Technologiemetriken?

A) Kundenzufriedenheit
B) Der End-to-End-Service
C) Komponenten
D) Prozesse

2. Daten, die zur Unterstützung des Kapazitätsmanagementprozesses verwendet werden, sollten in folgenden Verzeichnissen gespeichert werden:

A) Ein Kapazitätsmanagement-Informationssystem (CMIS)
B) Ein Konfigurationsmanagementsystem (CMS)
C) Eine Kapazitätsdatenbank (CDB)
D) Eine Konfigurationsmanagement-Datenbank (CMDB)

3. Welches der folgenden Beispiele ist KEIN Beispiel für Selbsthilfefunktionen?

A) Menügesteuerter Bereich von Selbsthilfe- und Serviceanfragen
B) Eine direkte Schnittstelle zur Back-End-Prozessverwaltungssoftware
C) Web-Frontend
D) Anforderung, den Service Desk immer für Serviceanfragen anzurufen

4. Welches der folgenden Ziele ist eines der Hauptziele der Servicestrategie?

A) Entwerfen und Erstellen von Prozessen, die die Geschäftsanforderungen erfüllen
B) Bereitstellung detaillierter Spezifikationen für den Entwurf von IT-Diensten
C) Service Management in ein strategisches Asset verwandeln
D) Um die Bedeutung von Dienstleistungen für die Weltwirtschaft zu unterstreichen

5. Welche der folgenden Aussagen zu Prozessen ist INKORREKT?

A) Die Definition von Prozesssteuerung ist "Die Aktivität zum Planen und Regeln eines Prozesses mit dem Ziel, Best Practice zu erreichen".
B) Die Ausgabe eines Prozesses muss den aus den Geschäftszielen abgeleiteten Betriebsnormen entsprechen
C) Das Ziel eines IT-Prozesses sollte in Form von Geschäftsvorteilen und -zielen ausgedrückt werden
D) Ein Prozess kann Richtlinien, Standards und Richtlinien definieren

Solutions: