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| Section | Objectives |
|---|---|
| Topic 1: Service Management as a Practice | - Definition of services and customers - Concept of best practices in service management - Role of service management |
| Topic 2: Processes and Functions | - Key ITIL processes and their purposes - Functions such as service desk, technical management |
| Topic 3: Service Lifecycle | - Service Strategy - Service Transition - Continual Service Improvement - Service Design - Service Operation |
1. Was ist die BESTE Beschreibung eines größeren Vorfalls?
A) Ein Vorfall, der von einem Senior Manager protokolliert wurde
B) Ein Vorfall mit hoher Priorität oder hoher Auswirkung auf das Geschäft
C) Ein Vorfall, dessen Lösung eine große Anzahl von Personen erfordert
D) Ein Vorfall, der so komplex ist, dass eine Ursachenanalyse erforderlich ist, bevor eine Problemumgehung gefunden werden kann.
2. Welche der folgenden Maßnahmen sollte beim Schließen eines Vorfalls ergriffen werden?
1.Überprüfen Sie die Incident-Kategorisierung und korrigieren Sie sie gegebenenfalls
2.Überprüfen Sie, ob der Benutzer mit dem Ergebnis zufrieden ist
A) Beides
B) nur 1
C) nur 2
D) Keines der oben genannten
3. Welche der folgenden Aussagen ist die BESTE Beschreibung eines zentralen Service Desks?
A) Der Schreibtisch bietet weltweiten 24-Stunden-Support
B) Der Schreibtisch befindet sich in der Benutzergemeinschaft, die er bedient, oder in deren physischer Nähe
C) Der Schreibtisch verwendet Technologie und andere Support-Tools, um den Eindruck zu erwecken, dass sich mehrere Schreibtischstandorte an einem Ort befinden
D) Es gibt einen einzelnen Schreibtisch an einem Ort, der die gesamte Organisation bedient
4. Welcher Prozess ist dafür verantwortlich, wiederkehrende Ereignisse zu eliminieren und die Auswirkungen von Ereignissen zu minimieren, die nicht verhindert werden können?
A) Ereignisverwaltung
B) Service Level Management
C) Problem Management
D) Änderungsmanagement
5. Betrachten Sie die folgende Liste:
1) Ändern Sie die Berechtigung
2) Change Manager
3) Change Advisory Board (CAB) Als was werden diese BEST bezeichnet?
A) Funktionen
B) Rollen, Personen oder Gruppen
C) Mannschaften
D) Stellenbeschreibungen
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A | Question # 3 Answer: D | Question # 4 Answer: C | Question # 5 Answer: B |
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