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

1. Welche der folgenden Aktivitäten werden durch das Aufzeichnen von Beziehungen zwischen Konfigurationselementen (Configuration Items, CIs) unterstützt?
1) Bewertung der Auswirkungen und Ursachen von Vorfällen und Problemen 2) Bewertung der Auswirkungen der vorgeschlagenen Änderungen
3) Planen und Entwerfen einer Änderung an einem vorhandenen Dienst
4) Planen einer Technologieaktualisierung oder eines Software-Upgrades

A) nur 1 und 2
B) nur 1, 2 und 4
C) Alle oben genannten
D) nur 1, 3 und 4

2. Welche der folgenden Aktivitäten wird von der Zugriffsverwaltung ausgeführt?

A) Verwalten des Zugriffs auf den Service Desk
B) Bereitstellung physischer Sicherheit für Mitarbeiter-Rechenzentren und andere Gebäude
C) Verwalten des Zugriffs auf Computerräume und andere sichere Standorte
D) Verwalten der Rechte zur Verwendung eines Dienstes oder einer Gruppe von Diensten

3. Kundenwahrnehmungen und Geschäftsergebnisse helfen zu definieren, was?

A) Der Wert einer Dienstleistung
B) Gesamtbetriebskosten
C) Kundenzufriedenheit
D) Leistungsindikatoren

4. Welche der folgenden Punkte betreffen Fairness und Transparenz?

A) Service Level Management
B) Kapazitätsverwaltung
C) Service Design
D) Governance

5. Welche der folgenden BEST beschreibt einen "Hauptvorfall"?

A) Ein Vorfall, der sich stark auf das Geschäft auswirkt
B) Ein Vorfall, dessen Lösung eine große Anzahl von Personen erfordert
C) Ein Vorfall, der so komplex ist, dass das Service Desk mehr als das Fünffache der normalen Zeit für die Protokollierung benötigt
D) Ein Incident, der so komplex ist, dass eine Ursachenanalyse erforderlich ist, bevor eine Problemumgehung gefunden werden kann

Solutions: