ISEB ISEB-ITILV3F Prüfungsthemen:
| Abschnitt | Gewichtung | Ziele |
|---|---|---|
| Thema 1: Service-Management als Praxis | 15% | - Beteiligte und Wertschöpfung - Arten von Services und Dienstleistern - Konzept und Definition des Service-Managements |
| Thema 2: Funktionen und Rollen | 10% | - Anwendungsmanagement - Service-Desk - Technisches Management - Wichtige Rollen: Prozessverantwortlicher, Serviceverantwortlicher |
| Thema 3: Ausgewählte Prozesse | 15% | - Änderungsmanagement - Störungsmanagement - Service-Level-Management - Problemmanagement |
| Thema 4: Allgemeine Konzepte und Definitionen | 20% | - Service-Ressourcen und Konfigurationen - Wichtige Begriffe und Definitionen - Wirtschaftlichkeitsbetrachtung und Service-Portfolio |
| Thema 5: Technologie und Architektur | 5% | - Unterstützende Werkzeuge und Systeme - Architektonische Überlegungen |
| Thema 6: ITIL-Service-Lebenszyklus | 20% | - Service-Übergang - Stetige Service-Verbesserung - Service-Strategie - Service-Design - Service-Betrieb |
| Thema 7: Wichtige Grundsätze und Modelle | 15% | - Prozessmodell und Merkmale - Deming-Kreislauf - Steuerung und Risikomanagement |
ISEB ITIL Foundation Certificate in IT Service Management ISEB-ITILV3F Prüfungsfragen mit Lösungen
Frage #1
Which of the following are the MAIN objectives of Incident Management?
1. To automatically detect service affecting Events
2. To restore normal service operation as quickly as possible
3. To minimise adverse impacts on business operations
- A. 1 and 2 only
- B. All of the above
- C. 1 and 3 only
- D. 2 and 3 only
Antwort: D
Frage #2
Which of the following processes are performed by the Service Desk?
1. Capacity Management
2. Request Fulfilment
3. Demand Management
4. Incident Management
- A. 2 only
- B. All of the above
- C. 2, 3 and 4 only
- D. 2 and 4 only
Antwort: D
Frage #3
Which of the following statements about Incident reporting and logging is CORRECT?
- A. Incidents reported by technical staff must be logged as Problems because technical staff manage infrastructure devices not services
- B. Incidents can only be reported by users, since they are the only people who know when a service has been disrupted
- C. All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activity
- D. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service. This includes technical staff
Antwort: D
Frage #4
An IT department is under pressure to cut costs. As a result, the quality of services has started to suffer. What imbalance does this represent?
- A. Excessively proactive
- B. Extreme focus on cost
- C. Extreme focus on quality
- D. Excessively reactive
Antwort: B
Frage #5
One organisation provides and manages an entire business process or function for another organisation. This is known as:
- A. Business Function Outsourcing
- B. Business Process Outsourcing
- C. Knowledge Process Outsourcing
- D. Business Process Management
Antwort: B
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