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

1. Welche Praxis umfasst die Verwendung von Ansätzen wie Lean, Agile und DevOps mit dem Ziel, schneller mehr Veränderungen zu ermöglichen?

A) Überwachung und Ereignisverwaltung
B) Service-Level-Management
C) Servicedesk
D) Kontinuierliche Verbesserung

2. Welche speziellen organisatorischen Fähigkeiten sind erforderlich, um den Kunden einen Mehrwert in Form von Dienstleistungen zu bieten?

A) Serviceverbrauch
B) Leistungserbringung
C) Serviceangebot
D) Serviceverwaltung

3. Ein SLA ist eine Service-Level-Vereinbarung.
Was beschreibt den „Wassermelonen-SLA“-Effekt?

A) Durch die Einführung von SLAs für einen Service können Kunden erkennen, dass der Serviceanbieter wirklich gute Arbeit leistet, was die Zufriedenheit steigert.
B) Ein einzelnes SLA definiert Ziel-Servicelevel für mehrere Kunden, sodass jeder Kunde Berichte über die Erfahrungen anderer Kunden sieht.
C) SLA-Ziele ändern sich sehr häufig, sodass jeder Bericht neue Maßnahmen enthält und Trends nicht analysiert werden können.
D) Die Metriken in einem SLA konzentrieren sich auf interne Maßnahmen, sodass Berichte zeigen, dass alles in Ordnung ist, während der Kunde nicht zufrieden ist.

4. Welches Leitprinzip trägt dazu bei, dass jede Verbesserungsmaßnahme fokussierter und leichter aufrechtzuerhalten ist?

A) Ganzheitlich denken und arbeiten
B) Zusammenarbeiten und Sichtbarkeit fördern
C) Iterativer Fortschritt mit Feedback
D) Beginnen Sie dort, wo Sie sind

5. Was hilft dabei, Vorfälle schneller zu lösen?

A) Zusammenarbeit zwischen Teams
B) Eskalation aller Vorfälle an Supportteams
C) Detaillierte Verfahrensschritte zur Vorfalluntersuchung
D) Ziellösungszeiten

Solutions: