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| Section | Objectives |
|---|---|
| Topic 1: ITIL Service Value System (SVS) | - Guiding principles - Continual improvement - Governance - Service value chain |
| Topic 2: ITIL Practices Overview | - General management practices (e.g., incident, change, problem management) - Service management practices - Technical management practices |
| Topic 3: The Four Dimensions of Service Management | - Information and technology - Organizations and people - Value streams and processes - Partners and suppliers |
| Topic 4: Key Concepts of Service Management | - Services and service relationships - Value, outcomes, costs, and risks |
Question 1
Welche Aussage zum IT-Servicemanagement ist RICHTIG?
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A. Es wird von Kunden mithilfe einer Mischung aus IT-Systemen, Diensten und Prozessen durchgeführt
B. Die Durchführung erfolgt durch den Service Desk unter Einsatz einer Kombination aus Personal, Prozessen und Technologie
C. Es wird von IT-Dienstleistern durchgeführt, die eine Kombination aus Personal, Prozessen und Technologie einsetzen
D. Es wird von IT-Dienstleistern durchgeführt, die einen Mix aus Lieferanten und deren Produkten verwenden.
Question 2
Welche Wertschöpfungskettenaktivität gewährleistet ein gemeinsames Verständnis des aktuellen Status und der erforderlichen Ausrichtung für alle Produkte und Dienstleistungen?
A. Liefern und unterstützen
B. Plan
C. Design und Übergang
D. Verbessern
Question 3
Was lässt sich anhand der Kundenwahrnehmung und der Geschäftsergebnisse bestimmen?
A. Wichtige Leistungsindikatoren (KPIs)
B. Der Wert einer Dienstleistung
C. Servicemetriken
D. Die Gesamtkosten einer Dienstleistung
Question 4
Welcher Prozess ist dafür verantwortlich, genaue Informationen zu allen Diensten bereitzustellen und zu pflegen?
Übergang oder Übergang in die Lebensumgebung?
A. Servicekapazitätsmanagement
B. Service Level Management
C. Servicekatalogverwaltung
D. Service-Portfolio-Management
Question 5
Welche der vier Dimensionen umfassen die Wissensbasen, die zur Bereitstellung und Verwaltung von Diensten erforderlich sind?
A. Organisationen und Personen
B. Partner und Lieferanten
C. Wertströme und Prozesse
D. Information und Technologie
Solutions:
| Question 1 Answer: C | Question 2 Answer: B | Question 3 Answer: B | Question 4 Answer: C | Question 5 Answer: D |
Managing Successful Programmes Foundation
SCNP Strategic Infrastructure Security
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PRINCE2 Foundation - Exam (EX0-002日本語版)
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Information Security Foundation based on ISO/IEC 27002 (Ex0-105日本語版)
Management of Risk Foundation
Management of Risk Foundation
ITIL Foundation
ISO / IEC 20000 Foundation
Microsoft ® Operations Framework Foundation
Portfolio, Programme and Project Offices® Foundation
EXIN Blockchain Foundation
Business Information Management Foundation
SCNA The Solution Exam
ITIL V3 Foundation (ITIL Deutsch Version)
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