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Peoplecert ITIL V3 Foundation (CMS7 Deutsch Version) Sample Questions:

1. Welche der folgenden Aussagen ist die BESTE Beschreibung eines Service-Based Service Level Agreements (SLA)?

A) Das SLA deckt eine einzelne Kundengruppe für alle von ihnen genutzten Services ab
B) Eine SLA, die alle Kunden für alle Services abdeckt
C) Das SLA deckt einen Service für alle Kunden dieses Services ab
D) Eine SLA für einen Dienst ohne Kunden

2. Welche der folgenden Aussagen ist korrekt?

A) Das Configuration Management System (CMS) ist Teil der bekannten Fehlerdatenbank (KEDB).
B) Die KEDB und das CMS sind Teil des größeren SKMS
C) Das Service Knowledge Management System (SKMS) ist Teil des CMS
D) Der CMS ist Teil der Configuration Management-Datenbank (CMDB).

3. Wer ist dafür verantwortlich, dass der Anforderungserfüllungsprozess gemäß dem vereinbarten und dokumentierten Prozess durchgeführt wird?

A) Der Service Desk Manager
B) Der Besitzer des Anforderungserfüllungsprozesses
C) Der Anforderungserfüllungsprozess-Manager
D) Der Service Manager

4. Welche Rolle ist für einen bestimmten Service innerhalb einer Organisation verantwortlich?

A) Der Service-Besitzer
B) Der Business Relationship Manager
C) Der Service Continuity Manager
D) Der Service Level Manager

5. Die BESTEN Prozesse zur Automatisierung sind die folgenden:

A) Wird von vielen Leuten ausgeführt
B) Durchgeführt von Service Operations
C) Entscheidend für den Erfolg der Geschäftsmission
D) Einfach und gut verstanden

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