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Peoplecert CMS7 Deutsch Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Lifecycle | - Service Design - Service Strategy - Service Transition - Service Operation - Continual Service Improvement |
| Service Management as a Practice | - Concept of best practices in service management - Role of service management - Definition of services and customers |
| Processes and Functions | - Key ITIL processes and their purposes - Functions such as service desk, technical management |
Peoplecert ITIL V3 Foundation (CMS7 Deutsch Version) Sample Questions:
Question 1
Welche der folgenden Faktoren treibt die Nachfrage nach Dienstleistungen an?
A. Kosten für die Bereitstellung von Support
B. Service Level Agreements (SLA)
C. Infrastrukturtrends
D. Muster der Geschäftstätigkeit (PBA)
Question 2
Wie funktioniert Problem Management mit Change Management?
A. Indem Sie mit Benutzern zusammenarbeiten, um deren IT-Konfigurationen zu ändern
B. Durch die Installation von Änderungen zur Behebung von Problemen
C. Durch Verhandlungen mit dem Incident Management über Änderungen in der IT zur Problemlösung
D. Durch Ausgabe von RFCs für permanente Lösungen
Question 3
Welche der folgenden Aussagen zu Prozessen ist RICHTIG?
1. Ein Prozess ist immer auf eine Reihe von Zielen ausgerichtet
2. Ein Prozess sollte dokumentiert werden
A. nur 1
B. 2 nur
C. Keines der oben genannten
D. Beides
Question 4
Ein Berater hat Ihnen in einem Bericht zwei Empfehlungen gegeben:
1.Um die Rechtsterminologie in Ihre Service Level Agreements (SLAs) aufzunehmen
2. Es ist nicht erforderlich, alle Ziele in einer SLA messen zu können
Welche der Empfehlungen entsprechen den bewährten Verfahren für Service Level Management?
A. nur 1
B. 2 nur
C. Keines der oben genannten
D. Beides
Question 5
In welchem Dokument würden Sie eine Übersicht über die tatsächlichen Serviceleistungen im Vergleich zu den Zielen erwarten?
A. SLA-Überwachungstabelle (SLAM)
B. Operational Level Agreement (OLA)
C. Service Level Agreement (SLA)
D. Kapazitätsplan
Solutions:
| Question 1 Answer: C | Question 2 Answer: D | Question 3 Answer: D | Question 4 Answer: C | Question 5 Answer: A |
