EXIN ITIL-F Prüfungsthemen:
| Abschnitt | Ziele |
|---|---|
| Thema 1: Dienstmanagement als Praxis | - Definition des Dienstmanagements - Wichtige Konzepte und Fachbegriffe |
| Thema 2: Der ITIL-Dienstlebenszyklus / Wertesystem | - Dienstwertesystem und seine Bestandteile - Phasen des Dienstlebenszyklus oder Aktivitäten der Wertschöpfungskette |
| Thema 3: Allgemeine Konzepte und Definitionen | - In ITIL verwendete Modelle und Grundsätze - Gängige Definitionen im Rahmen von ITIL |
| Thema 4: Technologie und Architektur zur Unterstützung des IT-Dienstmanagements | - Überblick über Werkzeuge und Technologien - Wie Technologie die Umsetzung von ITIL-Praktiken unterstützt |
| Thema 5: Ausgewählte Prozesse, Funktionen und Rollen | - Wichtige ITIL-Prozesse und deren Zweck - Rollen und Verantwortlichkeiten im Dienstmanagement |
EXIN ITIL Foundation ITIL-F Prüfungsfragen mit Lösungen
1. Which statements about best practice is MOST correct?
A) Suppliers are a source of best practice and they will improve the services delivered by a service Provider
B) ITIL is a source of best practice and is validated across a wide set of environments and situations
C) Internal experience is the only source of best practice because it is developed within the service provider
D) Customers are a source of best practice and will advise service providers how it should be implemented
2. When can a known error record be raised?
1 . At any time it would be useful to do so
2 . After a workaround has been found
A) 2 only
B) Neither of the above
C) Both of the above
D) 1 only
3. Which function is responsible for the closure of an incident record?
A) Event management
B) Either the service desk or an appropriate third party engineer
C) The service desk
D) Any appropriate function
4. Which one of the following is the BEST description of a service level agreement (SLA)?
A) An agreement between the service provider and an internal organization
B) An agreement between a service provider and an external supplier
C) An agreement between the service provider and their customer
D) The part of a contract that specifies the responsibilities of each party
5. Who is responsible for defining metrics for change management?
A) The change management process owner
B) The change advisory board (CAB)
C) The continual service improvement manager
D) The service owner
Fragen und Antworten:
| 1. Frage Antwort: B | 2. Frage Antwort: C | 3. Frage Antwort: C | 4. Frage Antwort: C | 5. Frage Antwort: A |
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