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Peoplecert CMS7 Deutsch Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Processes and Functions | - Functions such as service desk, technical management - Key ITIL processes and their purposes |
| Service Lifecycle | - Service Strategy - Service Operation - Service Transition - Service Design - Continual Service Improvement |
| Service Management as a Practice | - Concept of best practices in service management - Definition of services and customers - Role of service management |
Peoplecert ITIL V3 Foundation (CMS7 Deutsch Version) Sample Questions:
Question 1
Die Strategie für IT-Service-Kontinuität sollte auf Folgendem basieren:
1) Aufbau der Servicetechnik
2) Geschäftskontinuitätsstrategie
3) Analyse der Geschäftsauswirkungen
4) Risikobewertung
A. nur 2, 3 und 4
B. nur 1, 3 und 4
C. nur 1, 2 und 4
D. nur 1, 2 und 3
Question 2
Welche der folgenden Aussagen ist die BESTE Definition eines Vorfalls?
A. Eine Statusänderung, die für die Verwaltung eines Konfigurationselements oder eines IT-Service von Bedeutung ist
B. Eine Warnung, dass ein Schwellenwert erreicht wurde, sich etwas geändert hat oder ein Fehler aufgetreten ist
C. Eine ungeplante Unterbrechung eines IT-Dienstes oder eine Verringerung der Qualität eines IT-Dienstes
D. Verlust der Fähigkeit, die Spezifikation einzuhalten oder die erforderliche Leistung zu erbringen
Question 3
Welche der folgenden beiden Hauptelemente schaffen Mehrwert für die Kunden?
A. Kundenzufriedenheit und Nutzerzufriedenheit
B. Value on Investment (VOI) und Return on Investment (ROI)
C. Serviceanforderungen und Garantie
D. Ressourcen und Funktionen
Question 4
Welches der folgenden Elemente ist NICHT Teil der Service Design-Phase des Service Lifecycle?
A. Alle erforderlichen Service Transition-Pakete erstellen und warten
B. Messung der Effektivität und Effizienz von Service Design und unterstützenden Prozessen
C. Erstellen Sie hochwertige, sichere und belastbare Designs für neue oder verbesserte Services, Technologiearchitekturen, Prozesse oder Messsysteme, die alle vereinbarten aktuellen und zukünftigen IT-Anforderungen des Unternehmens erfüllen
D. Nehmen Sie die allgemeinen Servicestrategien und stellen Sie sicher, dass sie im Service-Design-Prozess und in den erstellten Service-Designs berücksichtigt werden
Question 5
In welcher Phase der Modellphasen der kontinuierlichen Serviceverbesserung (Continuous Service Improvement, CSI) wird BEST als „Prioritäten für die Verbesserung verstehen und vereinbaren, basierend auf einer tiefergehenden Entwicklung der in der Vision definierten Prinzipien?
A. Wo sind wir jetzt?
B. Wo wollen wir sein?
C. Sind wir dort angekommen?
D. Wie kommen wir dorthin?
Solutions:
| Question 1 Answer: A | Question 2 Answer: C | Question 3 Answer: D | Question 4 Answer: A | Question 5 Answer: B |
