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Peoplecert CMS7 Deutsch Exam Syllabus Topics:

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

1. Wer ist verantwortlich für die Definition von Key Performance Indicators für das Change Management?

A) Der Service-Besitzer
B) Der Eigentümer des Änderungsverwaltungsprozesses
C) Der Continuous Service Improvement Manager
D) Der Change Advisory Board (CAB)

2. Welche drei Arten von Metriken sollten von einem Unternehmen erfasst werden, um die kontinuierliche Verbesserung des Service (CSI) zu unterstützen?

A) Technologie, Prozess und Service
B) Strategisch, taktisch und operativ
C) Kritische Erfolgsfaktoren (CSFs), Key Performance Indicators (KPIs), Aktivitäten
D) Return on Investment (ROI), Value on Investment (VOI), Qualität

3. Welche der folgenden Informationen sind die wichtigste Quelle für Anleitungen, was durch das Informationssicherheitsmanagement geschützt werden muss?

A) Service Desk Manager
B) Geschäftsführung
C) der Änderungsmanager
D) IT-Management

4. Welche der folgenden Aussagen beschreibt eine Serviceanfrage am besten?

A) Jeder Antrag auf Änderung mit geringem Risiko, der vom Änderungsmanager ohne CAB-Besprechung genehmigt werden kann
B) Jede Anfrage oder Anforderung, die von einem Benutzer über eine webbasierte Selbsthilfe-Oberfläche eingegeben wird
C) Eine Anfrage eines Benutzers nach Informationen oder Ratschlägen oder nach einer Standardänderung
D) Alles, was der Kunde möchte und bereit ist, dafür zu bezahlen

5. Ordnen Sie die folgenden Implementierungsschritte für die kontinuierliche Service-Verbesserung (CSI) richtig an
Sequenz in Übereinstimmung mit dem PDCA-Modell (Plan, Do, Check, Act).
-Zuweisung von Rollen und Verantwortlichkeiten für die Arbeit an CSI-Initiativen.
-Messen und überprüfen Sie, ob der CSI-Plan ausgeführt wird und seine Ziele erreicht werden.
-Identifizieren Sie den Umfang, die Ziele und die Anforderungen für CSI.
-Entscheidung über die Implementierung einer weiteren Verbesserung.

A) 3-4-2-1
B) 3-1-2-4
C) 1-3-2-4
D) 2-3-4-1

Solutions: