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| Section | Objectives |
|---|---|
| The Four Dimensions of Service Management | - Organizations and people - Information and technology - Partners and suppliers - Value streams and processes |
| ITIL Service Value System (SVS) | - Governance - Continual improvement - Guiding principles - Service value chain |
| Key Concepts of Service Management | - Services and service relationships - Value, outcomes, costs, and risks |
| ITIL Practices Overview | - Service management practices - Technical management practices - General management practices (e.g., incident, change, problem management) |
1. Wann sollte ein Workaround erstellt werden?
A) Nach der Lösung eines Problems
B) Wenn ein Problem nicht schnell gelöst werden kann
C) So schnell wie möglich, sobald der Vorfall protokolliert ist
D) Wenn eine mögliche dauerhafte Lösung gefunden wurde
2. Welches ist das BESTE Beispiel für eine Notfalländerung?
A) Ein risikoarmes Computer-Upgrade, das als Serviceanfrage implementiert wird
B) Die Implementierung eines Sicherheitspatches für eine kritische Softwareanwendung
C) Eine geplante größere Hardware- und Softwareimplementierung
D) Die Implementierung einer geplanten neuen Version einer Softwareanwendung
3. Was passiert, wenn eine Problemumgehung zur dauerhaften Lösung eines Problems wird, das nicht kosteneffizient gelöst werden kann?
A) Das Problem verbleibt im Status „Known Error“
B) Eine Änderungsanforderung wird an die Änderungskontrolle übermittelt
C) Der Problemdatensatz wird gelöscht
D) Das Problemmanagement stellt den Dienst so schnell wie möglich wieder her
4. Welche Praxis führt Überprüfungen durch, um sicherzustellen, dass die Dienstleistungen weiterhin den Anforderungen der Kunden entsprechen?
A) Service-Level-Management
B) Servicedesk
C) Aktivierung ändern
D) Überwachung und Ereignisverwaltung
5. Welche ZWEI sind wichtige Aspekte der Praxis des „Service Request Managements“?
1.Standardisierung und Automatisierung
2. Bereitstellung verschiedener Zugangskanäle
3. Schaffung einer gemeinsamen Zielvorstellung
4.Richtlinien für Genehmigungen
A) 2 und 3
B) 1 und 4
C) 3 und 4
D) 1 und 2
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: A | Question # 4 Answer: A | Question # 5 Answer: B |
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