Peoplecert CMS7 Deutsch : ITIL V3 Foundation (CMS7 Deutsch Version)

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Peoplecert CMS7 Deutsch Exam Syllabus Topics:

Peoplecert ITIL V3 Foundation (CMS7 Deutsch Version) Sample Questions:

1. 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, 3 und 4
C) nur 1, 2 und 4
D) nur 2, 3 und 4

2. Welche der folgenden Angaben sind in einem Vertrag, der einen IT-Service untermauert, häufig zu finden?
1. Finanzielle Vereinbarungen im Zusammenhang mit dem Vertrag
2. Beschreibung der gelieferten Ware oder Dienstleistung
3. Verantwortlichkeiten und Abhängigkeiten für beide Parteien

A) Alle oben genannten
B) nur 1 und 2
C) nur 1 und 3
D) nur 2 und 3

3. Was führt am ehesten zu einem Vertrauensverlust in den Service Level Management-Prozess?

A) Klare, präzise und eindeutige Formulierung in den Service Level Agreements (SLAs)
B) Aufnahme von Elementen in die SLA, die nicht effektiv gemessen werden können
C) Kunden in die Erstellung von Service Level-Anforderungen einbeziehen
D) Messungen, die der Wahrnehmung des Kunden für den Service entsprechen

4. In welchem ​​Prozess werden Berichte mit Kunden besprochen, aus denen hervorgeht, ob die Services ihre Ziele erreicht haben?

A) Geschäftsbeziehungsmanagement
B) Service Level Management
C) Kontinuierliche Serviceverbesserung
D) Verfügbarkeitsmanagement

5. Welche dieser Aussagen über Service Desk-Mitarbeiter ist RICHTIG?

A) Der Service Desk sollte versuchen, eine hohe Fluktuation zu erreichen, da die Schulungsanforderungen gering sind und dies dazu beiträgt, die Gehälter zu minimieren
B) Service Desk-Mitarbeiter sollten aus Personen mit hohem technischen Fachwissen rekrutiert werden, um die Schulungskosten zu minimieren
C) Service Desk-Mitarbeiter sollten davon abgehalten werden, sich für andere Rollen zu bewerben, da es kostengünstiger ist, sie in der Rolle zu belassen, in der sie geschult wurden
D) Der Service Desk kann häufig als Sprungbrett für Mitarbeiter verwendet werden, die andere technische oder Aufsichtsfunktionen übernehmen möchten

Solutions: