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EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
1. Was ist der Grund für die Verwendung eines ausgewogenen Bündels von Servicemetriken?
A) Es reduziert die Anzahl der zu erfassenden Metriken
B) Es bietet eine ergebnisorientierte Sicht auf die Dienste
C) Es erleichtert die automatische Erfassung von Metriken
D) Es meldet jedes Serviceelement separat
2. Welche Vorgehensweise hat den Zweck, sicherzustellen, dass die Lieferanten der Organisation und ihre Leistung angemessen verwaltet werden, um die Bereitstellung nahtloser, qualitativ hochwertiger Produkte und Dienstleistungen zu unterstützen?
A) Release-Verwaltung
B) Beziehungsmanagement
C) Serviceverwaltung
D) Lieferantenmanagement
3. Welche Empfehlung gibt es zum Leitsatz „Ganzheitlich denken und arbeiten“?
A) Nutzen Sie die vier Dimensionen des Servicemanagements, um die Koordination aller Aspekte einer Verbesserungsinitiative sicherzustellen
B) Führen Sie eine Überprüfung der vorhandenen Service-Management-Praktiken durch und entscheiden Sie, was beibehalten und was verworfen werden soll
C) Überprüfen Sie die Service-Management-Praktiken und beseitigen Sie unnötige Komplexität
D) Überprüfen Sie, wie eine Verbesserungsinitiative in kleinere, überschaubare Abschnitte unterteilt werden kann, die zeitnah abgeschlossen werden können
4. Was ist Teil des Wertversprechens einer Dienstleistung?
A) Kosten, die dem Verbraucher durch den Dienst abgenommen werden
B) Vom Verbraucher empfangene Ausgaben des Dienstes
C) Risiken, die dem Verbraucher durch den Dienst entstehen
D) Kosten, die dem Verbraucher durch den Dienst entstehen
5. Identifizieren Sie die fehlenden Wörter im folgenden Satz.
Der Zweck des [?] besteht darin, sicherzustellen, dass die Organisation im Einklang mit den Zielen der Organisation kontinuierlich gemeinsam mit allen Beteiligten Werte schafft.
A) Vier Dimensionen des Servicemanagements
B) Leitprinzip „Konzentration auf den Wert“
C) Service-Wertesystem
D) Praxis des „Service Request Managements“
Solutions:
Question # 1 Answer: B | Question # 2 Answer: D | Question # 3 Answer: A | Question # 4 Answer: A | Question # 5 Answer: C |

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