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

1. Was ist eine Schlüsselvoraussetzung für erfolgreiche Service Level Agreements (SLAs)?

A) Sie sollten mehrdeutige Ziele vermeiden, wie etwa solche, die sich auf die Benutzererfahrung beziehen
B) Sie sollten unverändert von einem Jahr auf das nächste übertragen werden, um den Uunsisleni-Dienst zu ermöglichen
C) Sie sollten auf systembasierten Metriken basieren, die für den Dienstanbieter nützlich sind
D) Sie sollten in einer Sprache und mit Begriffen verfasst sein, die alle Parteien verstehen

2. Welche Aussage zur Praxis der „kontinuierlichen Verbesserung“ ist RICHTIG?

A) Den an der kontinuierlichen Verbesserung Beteiligten sollten Schulungen angeboten werden.
B) Die Geschäftsleitung sollte ein einziges Register zur kontinuierlichen Verbesserung führen.
C) Die Teilnahme an der kontinuierlichen Verbesserung sollte auf ein kleines, engagiertes Team beschränkt sein.
D) Es ist die Aufgabe der Geschäftsleitung, Verbesserungsinitiativen zu genehmigen.

3. Welches Leitprinzip konzentriert sich auf die Reduzierung von Kosten und menschlichen Fehlern?

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

4. Was ist der Grund für die Verwendung eines ausgewogenen Bündels von Servicemetriken?

A) Es erleichtert die automatische Erfassung von Metriken
B) Es reduziert die Anzahl der zu erfassenden Metriken
C) Es bietet eine ergebnisorientierte Sicht auf die Dienste
D) Es meldet jedes Serviceelement separat

5. Worauf sollten alle Entscheidungen zur „kontinuierlichen Verbesserung“ basieren?

A) Details zur Messung von Dienstleistungen
B) Eine aktuelle Reifegradbewertung
C) Eine aktuelle Balanced Scorecard
D) Genaue und sorgfältig analysierte Daten

Solutions: