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EXIN ITIL Deutsch Exam Syllabus Topics:

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

1. Welche Aussage zu Service Desks ist RICHTIG?

A) Der Service Desk sollte alle technischen Probleme an die Support- und Entwicklungsteams weiterleiten
B) Der Servicedesk sollte von den technischen Supportteams isoliert bleiben
C) Der Service Desk sollte eng mit den Support- und Entwicklungsteams zusammenarbeiten.
D) Der Servicedesk sollte auf Self-Service-Portale setzen, anstatt die Probleme an Support-Teams weiterzuleiten.

2. Welche Aussage zu Problemen ist RICHTIG?

A) Probleme müssen schnell gelöst werden, um den normalen Geschäftsbetrieb wiederherzustellen.
B) Die Problempriorisierung beinhaltet eine Risikobewertung.
C) Probleme stehen nicht im Zusammenhang mit Vorfällen.
D) Um eine schnelle Diagnose zu erreichen, sollte sich die Problemanalyse auf eine der vier Dimensionen konzentrieren.

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

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

4. Wie soll der Workflow für eine neue Serviceanfrage gestaltet sein?

A) Nutzen Sie vorhandene Arbeitsabläufe, wann immer möglich
B) Verwenden Sie einen einzigen Workflow für alle Arten von Serviceanfragen
C) Verwenden Sie für jede Art von Serviceanfrage unterschiedliche Workflows
D) Vermeiden Sie Workflows für einfache Serviceanfragen

5. Welche zwei Praktiken verwenden Workarounds?

A) Veränderungsermöglichung und kontinuierliche Verbesserung
B) Änderungsaktivierung und Problemmanagement
C) Vorfallmanagement und kontinuierliche Verbesserung
D) Problemmanagement und Vorfallmanagement

Solutions: