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| Section | Objectives |
|---|---|
| Topic 1: Service Lifecycle | - Service Design - Service Strategy - Service Operation - Service Transition - Continual Service Improvement |
| Topic 2: Processes and Functions | - Functions such as service desk, technical management - Key ITIL processes and their purposes |
| Topic 3: Service Management as a Practice | - Definition of services and customers - Role of service management - Concept of best practices in service management |
1. Welches ist der erste Schritt im 7-Stufen-Verbesserungsprozess?
A) Bereiten Sie sich auf die Aktion vor
B) Definieren Sie, was Sie messen sollen
C) Wo sind wir jetzt?
D) Identifizieren Sie Lücken in der Leistung der Service Level Agreements (SLAs)
2. Welches der folgenden Ziele ist das Release- und Deployment-Management?
A) Um sicherzustellen, dass das allgemeine Geschäftsrisiko von Änderungen optimiert wird
B) Festlegung und Vereinbarung von Freigabe- und Bereitstellungsplänen mit Kunden und Stakeholdern
C) Damit alle Änderungen an Service Assets und Configuration Items (CIs) im Configuration Management System (CMS) aufgezeichnet werden
D) Standardisierung der Methoden und Verfahren zur effizienten und raschen Bearbeitung aller Änderungen
3. Welche der folgenden Service Desk-Organisationsstrukturen gibt es?
1. Lokaler Service Desk
2. Virtueller Service Desk
3. IT Help Desk
4. Folge der Sonne
A) nur 1, 2 und 3
B) nur 1, 2 und 4
C) nur 2, 3 und 4
D) nur 1, 3 und 4
4. Welches der folgenden Ziele verfolgt der Service-Übergang?
A) Zum Planen und Verwalten der Ressourcenanforderungen für Releases
B) Zum Aushandeln von Service-Levels für neue Services
C) Qualitätswissen über Incident- und Problem-Management bereitstellen
D) Zum Planen und Verwalten von Einträgen im Servicekatalog.
5. "Service Management besteht aus einer Reihe spezialisierter organisatorischer Funktionen, mit denen Kunden einen Mehrwert in Form von Services erzielen können." Zu diesen speziellen organisatorischen Fähigkeiten gehören: Welche der folgenden Funktionen?
A) Anwendungen und Infrastruktur
B) Menschen, Produkte und Technologie
C) Funktionen und Prozesse
D) Märkte und Kunden
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: B | Question # 4 Answer: A | Question # 5 Answer: C |
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