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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Value Chain Activities | 15% | - Engage - Obtain/build - Plan - Deliver and support - Design and transition - Improve |
| Topic 2: ITIL Service Value System | 20% | - Service value chain - Guiding principles - Practices - Governance - Continual improvement |
| Topic 3: Four Dimensions of Service Management | 18% | - Value streams and processes - Organizations and people - Partners and suppliers - Information and technology |
| Topic 4: Guiding Principles | 18% | - Progress iteratively with feedback - Focus on value - Start where you are - Collaborate and promote visibility - Think and work holistically - Optimize and automate - Keep it simple and practical |
| Topic 5: ITIL Management Practices | 17% | - Service management practices
|
| Topic 6: Key Concepts of Service Management | 12% | - Stakeholders: customers, users, sponsors, providers - Value, value co-creation, service, service management - Products and services, service offerings |
1. Welche Aussage zur „kontinuierlichen Verbesserung“ ist RICHTIG?
A) Jeder in der Organisation ist für einige Aspekte der „kontinuierlichen Verbesserung“ verantwortlich.
B) Alle Verbesserungsideen sollten in einem einzigen „Register zur kontinuierlichen Verbesserung“ protokolliert werden.
C) Ein einzelnes Team sollte eine „kontinuierliche Verbesserung“ in der gesamten Organisation durchführen
D) „Kontinuierliche Verbesserung“ sollte nur minimale Interaktion mit anderen Praktiken haben
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. Welche Aussage zu Service Desks ist RICHTIG?
A) Der Service Desk sollte eng mit den Support- und Entwicklungsteams zusammenarbeiten.
B) Der Servicedesk sollte auf Self-Service-Portale setzen, anstatt die Probleme an Support-Teams weiterzuleiten.
C) Der Service Desk sollte alle technischen Probleme an die Support- und Entwicklungsteams weiterleiten
D) Der Servicedesk sollte von den technischen Supportteams isoliert bleiben
4. Welches ist eines der HAUPTanliegen der Wertschöpfungskettenaktivität „Design und Übergang“?
A) Die Vision der Organisation verstehen
B) Die Bedürfnisse der Stakeholder verstehen
C) Erfüllen der Erwartungen der Stakeholder
D) Sicherstellen der Verfügbarkeit von Servicekomponenten
5. Identifizieren Sie die fehlenden Wörter im folgenden Satz.
Das Management von Informationssicherheitsvorfällen erfordert normalerweise [?].
A) Sofortige Eskalation
B) Unterstützung durch Drittanbieter
C) Spezialistenteams
D) Ein separater Prozess
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: B | Question # 3 Answer: A | Question # 4 Answer: C | Question # 5 Answer: D |
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