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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Value Chain Activities | 15% | - Deliver and support - Engage - Design and transition - Obtain/build - Improve - Plan |
| Topic 2: Guiding Principles | 18% | - Progress iteratively with feedback - Focus on value - Keep it simple and practical - Think and work holistically - Start where you are - Optimize and automate - Collaborate and promote visibility |
| Topic 3: ITIL Management Practices | 17% | - General management practices
|
| Topic 4: Four Dimensions of Service Management | 18% | - Value streams and processes - Partners and suppliers - Organizations and people - Information and technology |
| Topic 5: ITIL Service Value System | 20% | - Service value chain - Governance - Practices - Guiding principles - Continual improvement |
| Topic 6: Key Concepts of Service Management | 12% | - Value, value co-creation, service, service management - Stakeholders: customers, users, sponsors, providers - Products and services, service offerings |
1. Welche Empfehlung gibt es zum Leitsatz „Ganzheitlich denken und arbeiten“?
A) Führen Sie eine Überprüfung der vorhandenen Service-Management-Praktiken durch und entscheiden Sie, was beibehalten und was verworfen werden soll
B) Nutzen Sie die vier Dimensionen des Servicemanagements, um die Koordination aller Aspekte einer Verbesserungsinitiative sicherzustellen
C) Überprüfen Sie, wie eine Verbesserungsinitiative in kleinere, überschaubare Abschnitte unterteilt werden kann, die zeitnah abgeschlossen werden können
D) Überprüfen Sie die Service-Management-Praktiken und beseitigen Sie unnötige Komplexität
2. Welche Aussage zur Praxis der „Change Enablement“-Praxis ist RICHTIG?
A) Standardänderungen sind Änderungen, die nach einem Standardprozess geplant, bewertet und genehmigt werden müssen
B) Serviceanfragen sind in der Regel normale Änderungen, die schnell und ohne Autorisierung umgesetzt werden können
C) Notfalländerungen sind Änderungen, die vor der Implementierung vollständig getestet und dokumentiert werden müssen
D) Notfalländerungen sind Änderungen, die so schnell wie möglich umgesetzt werden müssen und daher eine beschleunigte Autorisierung erfordern.
3. Welche Aussage zu den Ergebnissen ist RICHTIG?
A) Ergebnisse hängen davon ab, dass die Ergebnisse für einen Stakeholder erbracht werden.
B) Ergebnisse nutzen Aktivitäten, um materielle oder immaterielle Leistungen zu erbringen.
C) Ergebnisse helfen einem Servicekonsumenten, die Kosten einer bestimmten Aktivität einzuschätzen
D) Ergebnisse geben Servicekonsumenten Sicherheit hinsichtlich der Produkte oder Dienstleistungen
4. Was variiert in Größe und Komplexität und verwendet Funktionen, um seine Ziele zu erreichen?
A) Eine Übung
B) Ein Risiko
C) Ein Ergebnis
D) Eine Organisation
5. Welche Beschreibung trifft am BESTEN auf den Schwerpunkt des Prinzips „Ganzheitlich denken und arbeiten“ zu?
A) Berücksichtigung der vorhandenen Organisationsressourcen vor dem Aufbau von etwas Neuem
B) Integration der Aktivitäten einer Organisation zur Wertschöpfung
C) Eliminieren Sie unnötige Schritte, um wertvolle Ergebnisse zu erzielen
D) Aufteilung großer Initiativen in kleinere Arbeitspakete
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: D | Question # 3 Answer: A | Question # 4 Answer: D | Question # 5 Answer: B |
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