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| Section | Weight | Objectives |
|---|---|---|
| Generic Concepts and Definitions | 10% | - Service Assets and Configuration - Key Terminology - Service Level Agreements |
| Selected ITIL Processes | 25% | - Release and Deployment Management - Incident Management - Service Level Management - Change Management - Service Asset and Configuration Management - Problem Management |
| Technology and Architecture | 5% | - Enabling Technology - Architectural Considerations |
| Service Management as a Practice | 15% | - Governance and Best Practice - Concept of Service and Service Management - Stakeholders and Value Creation |
| Key Principles and Models | 15% | - Governance Model - Service Portfolio - Deming Cycle - Process Model |
| ITIL Service Lifecycle | 20% | - Service Strategy - Service Design - Service Transition - Continual Service Improvement - Service Operation |
| Functions and Roles | 10% | - IT Operations Management - Key Roles - Technical Management - Service Desk - Application Management |
1. Wofür wird ein RACI-Modell verwendet?
A) Rollen und Verantwortlichkeiten definieren
B) Leistungsanalyse
C) Konfigurationselemente aufzeichnen
D) Überwachungsdienste
2. Welches der folgenden BEST beschreibt das technische Management?
A) Senior Manager, die für alle Mitarbeiter im technischen Support verantwortlich sind
B) Eine Funktion, die die Gruppen, Abteilungen oder Teams einschließt, die technisches Fachwissen und die allgemeine Verwaltung der IT-Infrastruktur bereitstellen
C) Eine Funktion, die Hardwarereparaturdienste für Technologien bereitstellt, die für die Bereitstellung von Diensten für Kunden erforderlich sind
D) Eine Funktion, die für das Gebäudemanagement und Gebäudesteuerungssysteme zuständig ist
3. Welche der folgenden Aktivitäten werden im "Wo wollen wir sein?" Schritt des Modells / Ansatzes zur kontinuierlichen Verbesserung des Service (CSI)?
A) Überprüfung messbarer Verbesserungen
B) Erstellen einer Basislinie
C) Implementierung von Service- und Prozessverbesserungen
D) Messbare Ziele definieren
4. Die Informationen, die an Service Transition übergeben werden, damit diese einen neuen Service implementieren können, werden als:
A) Ein Service Level Package
B) Ein neues Servicepaket
C) Ein Service Design Package
D) Ein Service Transition Package
5. Wie oft sollte jede Phase des PDCA-Zyklus (Plan, Do, Check, Act) besucht werden?
A) Es sollte ein einziger Plan und eine einzige Maßnahme geben, und anschließend sollten Check und Act mehrmals ausgeführt werden, um die kontinuierliche Verbesserung zu implementieren
B) Es sollte einen einzelnen Plan geben, und der Do-Check-Act-Zyklus sollte mehrmals wiederholt werden, um die kontinuierliche Verbesserung zu implementieren
C) Jede Stufe sollte einmal in der Reihenfolge Plan-Do-Check-Act durchgeführt werden
D) Der gesamte Zyklus sollte mehrmals wiederholt werden, um die kontinuierliche Verbesserung zu implementieren
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: B | Question # 3 Answer: D | Question # 4 Answer: C | Question # 5 Answer: D |
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