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

1. Die BESTEN Prozesse zur Automatisierung sind die folgenden:

A) Wird von vielen Leuten ausgeführt
B) Durchgeführt von Service Operations
C) Entscheidend für den Erfolg der Geschäftsmission
D) Einfach und gut verstanden

2. Welche Bereiche des Service Managements können von der Automatisierung profitieren?
1. Design und Modellierung
2. Berichterstattung
3. Mustererkennung und -analyse
4. Erfassung und Überwachung

A) nur 1, 2 und 3
B) Alle oben genannten
C) nur 2, 3 und 4
D) nur 1, 3 und 4

3. Welches der folgenden BEST beschreibt das Ziel von Access Management?

A) Stellt die Rechte für Benutzer zur Verfügung, um Dienste nutzen zu können
B) Bereitstellung eines Kanals, über den Benutzer Standarddienste anfordern und empfangen können
C) Um zu verhindern, dass Probleme und daraus resultierende Vorfälle auftreten
D) Um Sicherheitsereignisse zu erkennen und zu verstehen

4. In welcher Phase des Servicelebenszyklus sollten die Prozesse definiert werden, die für den Betrieb eines neuen Service erforderlich sind?

A) Servicestrategie: Entwickeln Sie die Angebote
B) Servicebetrieb: IT-Betriebsmanagement
C) Dienstübergang: Planen und Vorbereiten der Bereitstellung
D) Service Design: Entwerfen Sie die Prozesse

5. Kundenwahrnehmungen und Geschäftsergebnisse helfen zu definieren, was?

A) Kundenzufriedenheit
B) Key Performance Indicators (KPIs)
C) Der Wert einer Dienstleistung
D) Gesamtbetriebskosten (TCO)

Solutions: