EXIN ITIL Prüfungsthemen:
| Abschnitt | Ziele |
|---|---|
| Thema 1: ITIL-Dienstwertesystem (SVS) | - Steuerung und Überwachung - Leitprinzipien - Stetige Verbesserung - Dienstwertschöpfungskette |
| Thema 2: Die vier Dimensionen des Dienstmanagements | - Partner und Lieferanten - Organisationen und Mitarbeiter - Informationen und Technologie - Wertschöpfungsströme und Prozesse |
| Thema 3: Grundlegende Konzepte des Dienstmanagements | - Wert, Ergebnisse, Kosten und Risiken - Dienste und Dienstbeziehungen |
| Thema 4: Überblick über die ITIL-Verfahren | - Verfahren des allgemeinen Managements (z. B. Störungs-, Änderungs- und Problemmanagement) - Verfahren des Dienstmanagements - Verfahren des technischen Managements |
EXIN ITIL Foundation (V4) ITIL Prüfungsfragen mit Lösungen
1. Identify the missing word in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the [?], and the CIs that support them, is available when and where it is needed.
A) configuration of services
B) relationships with suppliers
C) skills of people
D) authorization of changes
2. Which of the four dimensions contributes MOST to defining activities needed to deliver services?
A) Value streams and processes
B) Information and technology
C) Partners and suppliers
D) Organizations and people
3. What should all 'continual improvement' decisions be based on?
A) Accurate and carefully analysed data
B) An up-to-date balanced scorecard
C) Details of how services are measured
D) A recent maturity assessment
4. What can be used to help determine the impact level of a problem?
A) Configuration management system (CMS)
B) Standard operating procedures (SOP)
C) Definitive media library (DML)
D) Statement of requirements (SOR)
5. Which dimension includes a workflow management system?
A) Value streams and processes
B) Information and technology
C) Partners and suppliers
D) Organizations and people
Fragen und Antworten:
| 1. Frage Antwort: A | 2. Frage Antwort: A | 3. Frage Antwort: A | 4. Frage Antwort: A | 5. Frage Antwort: A |
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