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

1. Womit lässt sich feststellen, ob ein Dienst für seinen Zweck geeignet ist?

A) Dienstprogramm
B) Verfügbarkeit
C) Ergebnis
D) Garantie

2. Wofür werden die ITIL-Leitprinzipien verwendet?

A) Um sicherzustellen, dass die Leistung einer Organisation kontinuierlich den Erwartungen der Stakeholder entspricht
B) Eine Organisation leiten und kontrollieren
C) Identifizierung von Aktivitäten, die eine Organisation durchführen muss, um einen wertvollen Service zu liefern
D) Um einer Organisation zu helfen, gute Entscheidungen zu treffen

3. Welche Vorgehensweise ermittelt Kennzahlen, die die Erfahrungen des Kunden mit einem Service widerspiegeln?

A) Servicedesk
B) Problemmanagement
C) Service-Level-Management
D) Kontinuierliche Verbesserung

4. Welche Organisation liefert die Ergebnisse einer Dienstleistung?

A) Ein Dienstanbieter liefert Ergebnisse des Dienstes
B) Ein Dienstanbieter liefert Ergebnisse des Dienstes
C) Ein Service-Consumer liefert Ergebnisse des Services
D) Ein Service-Consumer liefert Ausgaben des Service

5. Welche Vorgehensweisen sind typischerweise an der Umsetzung einer Problemlösung beteiligt?
1. Kontinuierliche Verbesserung
2. Serviceanforderungsmanagement
3. Service-Level-Management
4. Änderungskontrolle

A) 1 und 2
B) 1 und 4
C) 2 und 3
D) 3 und 4

Solutions: