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Peoplecert CMS7 Deutsch Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Management as a Practice | - Concept of best practices in service management - Definition of services and customers - Role of service management |
| Service Lifecycle | - Service Transition - Service Design - Service Operation - Service Strategy - Continual Service Improvement |
| Processes and Functions | - Key ITIL processes and their purposes - Functions such as service desk, technical management |
Peoplecert ITIL V3 Foundation (CMS7 Deutsch Version) Sample Questions:
1. Welches ist die RICHTIGE Liste für die drei Ebenen eines mehrstufigen Service Level Agreements (SLA)?
A) Unternehmen, Kunde, Service
B) Service, Benutzer, IT
C) Unternehmen, Kunde, Technologie
D) Technologie, Kunde, Benutzer
2. Welche der folgenden Aussagen ist die BESTE Beschreibung eines zentralen Service Desks?
A) Es gibt einen einzelnen Schreibtisch an einem Ort, der die gesamte Organisation bedient
B) Der Schreibtisch verwendet Technologie und andere Support-Tools, um den Eindruck zu erwecken, dass sich mehrere Schreibtischstandorte an einem Ort befinden
C) Der Schreibtisch bietet weltweiten 24-Stunden-Support
D) Der Schreibtisch befindet sich in der Benutzergemeinschaft, die er bedient, oder in deren physischer Nähe
3. Die Durchführung einer Lückenanalyse ist eine Schlüsselaktivität in welchem Teil des Deming-Zyklus zur Verbesserung von Services und Service-Management-Prozessen?
A) Act
B) Tun
C) Überprüfen
D) Planen
4. Welcher Teil von ITIL bietet Anleitungen zur Anpassung bewährter Verfahren an bestimmte Geschäftsumgebungen und Organisationsstrategien?
A) Pocket Guides
B) Das Servicestrategiebuch
C) Die ergänzenden ITIL-Leitlinien
D) Das Service Support-Buch
5. Welche der folgenden Aussagen zu Prozessen ist INKORREKT?
A) Das Ziel eines IT-Prozesses sollte in Form von Geschäftsvorteilen und -zielen ausgedrückt werden
B) Ein Prozess kann Richtlinien, Standards und Richtlinien definieren
C) Die Definition von Prozesssteuerung ist "Die Aktivität zum Planen und Regeln eines Prozesses mit dem Ziel, Best Practice zu erreichen".
D) Die Ausgabe eines Prozesses muss den aus den Geschäftszielen abgeleiteten Betriebsnormen entsprechen
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: A | Question # 3 Answer: D | Question # 4 Answer: C | Question # 5 Answer: C |
