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

1. Welchen Vorteil bietet die Identifizierung von Verbraucherrollen in Servicebeziehungen?

A) Es ermöglicht eine gemeinsame Definition des Wertes
B) Es beseitigt Einschränkungen für den Kunden
C) Es bietet gemeinsame Serviceerwartungen
D) Es ermöglicht ein effektives Stakeholder-Management

2. Was sollte innerhalb einer Organisation konstant bleiben, auch wenn sich die Ziele der Organisation ändern?

A) Serviceangebote
B) Ausgänge
C) Ergebnisse
D) Leitprinzipien

3. Welche Praxis empfiehlt den Einsatz ereignisbasierter Umfragen zur Erfassung von Kundenfeedback?

A) Serviceanforderungsverwaltung
B) Service-Level-Management
C) Aktivierung ändern
D) Problemmanagement

4. Welche Aktivität wird vom Leitprinzip „Starten Sie dort, wo Sie sind“ NICHT empfohlen?

A) Anwendung des Risikomanagements bei der Einführung neuer Prozesse
B) Verwerfen bestehender Prozesse, bevor ihre Nützlichkeit beurteilt wird
C) Verwendung von Quelldaten, um unbeabsichtigte Datenverzerrungen in Berichten zu vermeiden
D) Einbeziehung von Personen, die mit einem Dienst nicht vertraut sind, in die Beobachtung und Bewertung seiner Aktivitäten

5. Welche Vorgehensweise erleichtert die operative Kommunikation zwischen der Service-Provider-Organisation und den Benutzern in der Service-Consumer-Organisation ?

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

Solutions: