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

1. Welches Leitprinzip führt zu einer schnelleren Reaktion auf Kundenbedürfnisse durch Timeboxing von Aktivitäten und Lernen aus den Ergebnissen früherer Aktivitäten?

A) Iterativer Fortschritt mit Feedback
B) Zusammenarbeiten und Sichtbarkeit fördern
C) Fokus auf Wert
D) Optimieren und automatisieren

2. Welches Leitprinzip befasst sich IN ERSTER LINIE mit der End-to-End-Dienstleistungserbringung?

A) Ganzheitlich denken und arbeiten
B) Fokus auf Wert
C) Optimieren und automatisieren
D) Zusammenarbeiten und fördern

3. Welche Vorgehensweise ermittelt Kennzahlen, die die Kundenerfahrung mit einem Service widerspiegeln?

A) Servicedesk
B) Problemmanagement
C) Service-Level-Management
D) Kontinuierliche Verbesserung

4. Welche der folgenden Optionen können für den Zugriff auf Service Desks verwendet werden?

A) Telefonanrufe
B) Alle oben genannten
C) Text- und Social-Media-Nachrichten
D) E-Mail

5. Welche der folgenden Punkte sind im Zweck des Druckers zur „kontinuierlichen Verbesserung“ enthalten?

A) Die Herstellung von Verbindungen zwischen der Organisation und ihren Stakeholdern auf strategischer und taktischer Ebene
B) Die schnellstmögliche Wiederherstellung des normalen Servicebetriebs
C) Die Verringerung der Wahrscheinlichkeit und der Auswirkungen von Vorfällen
D) Die Ausrichtung der Praktiken und Dienstleistungen der Organisation an sich ändernde Geschäftsanforderungen

Solutions: