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Peoplecert CMS7 Deutsch Exam Syllabus Topics:

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

1. Was wäre der nächste Schritt im CSI-Modell (Continual Service Improvement) nach:
1.Was ist die Vision?
2.Wo sind wir jetzt?
3.Wo wollen wir sein?
4. Wie kommen wir dorthin?
5. Haben wir es geschafft?
6.?

A) Wie hoch ist der Return on Investment (ROI)?
B) Wie halten wir den Schwung aufrecht?
C) Wie viel hat es gekostet?
D) Was ist der Value On Investment (VOI)?

2. Welche der folgenden Aufgaben hat das Lieferantenmanagement zu verhandeln und zu vereinbaren?

A) Operational Level Agreements (OLAs)
B) Das Serviceportfolio
C) Service Level Agreements (SLAs)
D) Verträge mit Dritten

3. Welche der folgenden BEST beschreibt einen "Hauptvorfall"?

A) Ein Vorfall, der so komplex ist, dass das Service Desk mehr als das Fünffache der normalen Zeit für die Protokollierung benötigt
B) Ein Vorfall, dessen Lösung eine große Anzahl von Personen erfordert
C) Ein Incident, der so komplex ist, dass eine Ursachenanalyse erforderlich ist, bevor eine Problemumgehung gefunden werden kann
D) Ein Vorfall, der sich stark auf das Geschäft auswirkt

4. Ein Service Level Agreement ist?

A) Der Teil eines Vertrags, der die Verantwortlichkeiten jeder Partei festlegt
B) Eine Vereinbarung zwischen einem Dienstleister und einem externen Lieferanten
C) Eine Vereinbarung zwischen dem Dienstanbieter und seinem Kunden
D) Eine Vereinbarung zwischen dem Dienstanbieter und einer internen Organisation

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

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

Solutions: