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

1. Was ist der Zweck der Praxis „Überwachung und Ereignismanagement“?

A) Um Dienste und Dienstkomponenten systematisch zu beobachten
B) Um den normalen Dienstbetrieb so schnell wie möglich wiederherzustellen
C) Zur Erfassung des Bedarfs an Vorfallslösungen und Serviceanfragen
D) Um Workarounds und bekannte Fehler zu verwalten

2. Welche Vorgehensweise ermittelt Kennzahlen, die die Erfahrungen des Kunden mit einem Service widerspiegeln?

A) Problemmanagement
B) Kontinuierliche Verbesserung
C) Service-Level-Management
D) Servicedesk

3. In welchem Schritt des „Kontinuierlichen Verbesserungsmodells“ wird ein Verbesserungsplan umgesetzt?

A) Wie kommen wir dorthin?
B) Was ist die Vision?
C) Handeln Sie
D) Sind wir dort angekommen?

4. Welche Aktivität ist Teil der Praxis der „kontinuierlichen Verbesserung“?

A) Erstellen von Business Cases für Verbesserungsmaßnahmen
B) Protokollieren und Verwalten von Vorfällen, die zu Verbesserungsmöglichkeiten führen
C) Autorisieren von Änderungen zur Implementierung von Verbesserungen
D) Identifizierung der Ursache von Vorfällen und Empfehlung entsprechender Verbesserungen

5. Was geschieht im Schritt „Haben wir es geschafft?“ des CSI-Ansatzes (Continuous Service Improvement)?

A) Die Erstellung eines detaillierten CSI-Plans
B) Eine erste Basisbewertung
C) Überprüfung, ob Verbesserungsziele erreicht wurden
D) Prioritäten für Verbesserungen verstehen

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