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

1. Wer ist dafür verantwortlich, dass der Anforderungserfüllungsprozess gemäß dem vereinbarten und dokumentierten Prozess durchgeführt wird?

A) Der Service Manager
B) Der Besitzer des Anforderungserfüllungsprozesses
C) Der Anforderungserfüllungsprozess-Manager
D) Der Service Desk Manager

2. Welche der folgenden Aussagen gibt die Beziehung zwischen Dringlichkeit, Priorität und Auswirkung korrekt wieder?

A) Die Dringlichkeit sollte sich nach den Auswirkungen und der Priorität richten
B) Die Auswirkung sollte auf Dringlichkeit und Priorität beruhen
C) Auswirkung, Priorität und Dringlichkeit sind unabhängig voneinander
D) Die Priorität sollte sich nach Auswirkungen und Dringlichkeit richten

3. Welche Aussage zum Emergency Change Advisory Board (ECAB) ist CORRECT?

A) Das ECAB wird für Notstandsänderungen verwendet, bei denen möglicherweise keine Zeit zum Aufrufen eines vollständigen CAB vorhanden ist
B) Zu den Aufgaben des ECAB gehört die Überprüfung abgeschlossener Notfalländerungen
C) Das ECAB berücksichtigt jede Änderungsanforderung mit hoher Priorität
D) Den Vorsitz im ECAB führt der IT-Direktor

4. Welches ist die RICHTIGE Liste für die drei Ebenen eines mehrstufigen Service Level Agreements (SLA)?

A) Service, Benutzer, IT
B) Technologie, Kunde, Benutzer
C) Unternehmen, Kunde, Technologie
D) Unternehmen, Kunde, Service

5. Die Durchführung einer Lückenanalyse ist eine Schlüsselaktivität in welchem ​​Teil des Deming-Zyklus zur Verbesserung von Services und Service-Management-Prozessen?

A) Planen
B) Tun
C) Act
D) Überprüfen

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