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EXIN ITIL Deutsch Exam Syllabus Topics:

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

1. Welche Dimension umfasst ein Workflow-Management-System?

A) Wertströme und Prozesse
B) Organisationen und Personen
C) Information und Technologie
D) Partner und Lieferanten

2. Welche Vorgehensweise minimiert die Auswirkungen auf den normalen Servicebetrieb durch die Verwaltung von Ressourcen als Reaktion auf ungeplante Reduzierungen der Servicequalität?

A) Service-Level-Management
B) Kontinuierliche Verbesserung
C) Vorfallmanagement
D) Aktivierung ändern

3. Was ist der Unterschied zwischen den Praktiken „Incident Management“ und „Service Desk“?

A) Das Incident Management löst komplexe Probleme, der Service Desk löst einfachere Probleme.
B) Das Incident Management löst Probleme, der Service Desk untersucht die zugrunde liegenden Ursachen der Probleme
C) Incident Management stellt den Servicebetrieb wieder her, Service Desk stellt die Kommunikation mit den Benutzern sicher
D) Incident Management verwaltet Unterbrechungen des Service Desk und überwacht die erreichte Servicequalität

4. Welche Vorgehensweise hat den Zweck, Risiken für Vertraulichkeit, Integrität und Verfügbarkeit zu managen?

A) Service-Level-Management
B) Kontinuierliche Verbesserung
C) Überwachung und Ereignisverwaltung
D) Informationssicherheitsmanagement

5. Welche Praxis profitiert am ehesten vom Einsatz von Chatbots?

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

Solutions: