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

1. Welche Praxis hat einen starken Einfluss auf die Benutzererfahrung und Wahrnehmung des Dienstanbieters?

A) Aktivierung ändern
B) Servicedesk
C) Service-Level-Management
D) Lieferantenmanagement

2. Welche Vorgehensweise verbessert die Kunden- und Benutzerzufriedenheit, indem sie die negativen Auswirkungen von Serviceunterbrechungen reduziert?

A) Vorfallmanagement
B) Änderungsmanagement
C) Serviceanforderungsverwaltung
D) Service-Level-Management

3. Welcher Prozess würde versuchen, die Kundenzufriedenheit zu verstehen und zu kommunizieren, welche Aktionspläne zur Bewältigung der Unzufriedenheit aufgestellt wurden?

A) Verfügbarkeitsmanagement
B) Servicekatalogverwaltung
C) Kapazitätsmanagement
D) Geschäftsbeziehungsmanagement

4. Welche Hilfsmittel können verwendet werden, um den Schweregrad eines Problems zu bestimmen?

A) Definitive Medienbibliothek (DML)
B) Anforderungserklärung (SOR)
C) Standardarbeitsanweisungen (SOP)
D) Konfigurationsmanagementsystem (CMS)

5. Was beschreibt die Ergebnisse?

A) Von einem Stakeholder gewünschte Ergebnisse
B) Von einem Produkt oder einer Dienstleistung angebotene Funktionalität
C) Konfiguration der Ressourcen einer Organisation
D) Materielle oder immaterielle Leistungen

Solutions: