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| Section | Objectives |
|---|---|
| Topic 1: ITIL Practices Overview | - General management practices (e.g., incident, change, problem management) - Technical management practices - Service management practices |
| Topic 2: ITIL Service Value System (SVS) | - Guiding principles - Governance - Continual improvement - Service value chain |
| Topic 3: The Four Dimensions of Service Management | - Partners and suppliers - Organizations and people - Value streams and processes - Information and technology |
| Topic 4: Key Concepts of Service Management | - Value, outcomes, costs, and risks - Services and service relationships |
1. Welche Wertschöpfungskettenaktivität stellt sicher, dass Servicekomponenten die vereinbarten Spezifikationen erfüllen?
A) Design und Übergang
B) Plan
C) Erhalten/Erstellen
D) Liefern und unterstützen
2. Wie tragen Informationen über Probleme und bekannte Fehler zum „Incident Management“ bei?
A) Es ermöglicht die Neubewertung bekannter Fehler
B) Es macht regelmäßige Kunden-Updates überflüssig
C) Es ermöglicht eine schnelle und effiziente Diagnose von Vorfällen
D) Es macht die Zusammenarbeit bei der Lösung von Vorfällen überflüssig
3. Was ist der Zweck der Praxis des „Beziehungsmanagements“?
A) Die Verbindungen zwischen der Organisation und ihren Stakeholdern herstellen und pflegen
B) Klare geschäftsbasierte Ziele für die Serviceleistung festlegen
C) Zur Unterstützung der vereinbarten Qualität eines Dienstes, der alle vereinbarten, vom Benutzer initiierten Serviceanfragen bearbeitet
D) Um die Praktiken und Dienstleistungen der Organisation an die sich ändernden Geschäftsanforderungen anzupassen
4. Was hilft direkt bei der Diagnose und Lösung einfacher Vorfälle?
A) Skripte zum Sammeln von Benutzerinformationen
B) Erfüllung von Serviceanfragen
C) Erstellung eines temporären Teams
D) Einsatz von Schichtarbeitsmustern
5. Identifizieren Sie die fehlenden Wörter im folgenden Satz.
Wenn sich eine Organisation dazu entschlossen hat, einen Service zu verbessern, sollte sie zunächst Folgendes in Betracht ziehen: [?].
A) zusätzliche Messungen
B) neue Methoden
C) überarbeitete Prozesse
D) vorhandene Informationen
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: C | Question # 3 Answer: A | Question # 4 Answer: A | Question # 5 Answer: D |
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