Last Updated: Aug 09, 2026
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| Section | Objectives |
|---|---|
| Topic 1: Key ITIL Functions and Roles | - Service desk - Technical management - Application management |
| Topic 2: ITIL Service Lifecycle | - Service Transition
|
| Topic 3: Service Management as a Practice | - Stakeholders and value co-creation - Concepts of service and value creation |
1. Welche Ziele verfolgt das Service Level Management?
1: Festlegung, Dokumentation und Vereinbarung der zu erbringenden IT-Services
2: Überwachung, Messung und Berichterstattung des tatsächlichen Leistungsniveaus
3: Überwachung und Verbesserung der Kundenzufriedenheit
4:
Ermittlung möglicher zukünftiger Märkte, in denen der Dienstleister tätig sein könnte
A) nur 1 und 2
B) nur 1, 2 und 4
C) nur 1, 2 und 3
D) Alle oben genannten
2. Welches der folgenden Module ist für die Definition einer Organisationsstruktur am nützlichsten?
A) Der Deming-Zyklus
B) RACI-Modell
C) CSI-Modell (Continual Service Improvement).
D) Servicemodell
3. Welche der folgenden Ziele hat der Servicebetrieb?
1. Die Aktivitäten und Prozesse zu koordinieren und durchzuführen, die erforderlich sind, um dem Unternehmen Dienstleistungen auf vereinbarten Ebenen zu liefern und zu verwalten
2. Die erfolgreiche Freigabe von Diensten in der Live-Umgebung
A) nur 1
B) 2 nur
C) Keines der oben genannten
D) Beides
4. Welche der folgenden Ziele verfolgt das Lieferantenmanagement?
1. Verhandlung und Vereinbarung von Verträgen
2. Aktualisierung der Lieferanten- und Vertragsdatenbank
3. Planung eines möglichen Abschlusses, einer Verlängerung oder Verlängerung von Verträgen
4. Verwaltung der Beziehungen zu internen Lieferanten
A) nur 2, 3 und 4
B) Keine der oben genannten
C) nur 1, 2 und 3
D) nur 1, 3 und 4
5. Die Informationen, die an die Dienstumstellung übergeben werden, um die Implementierung eines neuen Dienstes zu ermöglichen, werden als was bezeichnet?
A) Ein neues Servicepaket (NSP)
B) Ein Service Design Package (SDP)
C) Ein Service Transition Package (STP)
D) Ein Service Level Package (SLP)
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: B | Question # 3 Answer: A | Question # 4 Answer: C | Question # 5 Answer: B |
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