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Peoplecert CMS7 Deutsch Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Service Lifecycle | 20% | - Service Design - Service Transition - Service Operation - Service Strategy - Continual Service Improvement |
| Topic 2: Generic Concepts and Definitions | 10% | - Key Terminology - Service Level Agreements - Service Assets and Configuration |
| Topic 3: Technology and Architecture | 5% | - Enabling Technology - Architectural Considerations |
| Topic 4: Selected ITIL Processes | 25% | - Change Management - Problem Management - Service Level Management - Release and Deployment Management - Incident Management - Service Asset and Configuration Management |
| Topic 5: Key Principles and Models | 15% | - Deming Cycle - Governance Model - Service Portfolio - Process Model |
| Topic 6: Service Management as a Practice | 15% | - Stakeholders and Value Creation - Governance and Best Practice - Concept of Service and Service Management |
| Topic 7: Functions and Roles | 10% | - Application Management - Technical Management - IT Operations Management - Key Roles - Service Desk |
Peoplecert ITIL V3 Foundation (CMS7 Deutsch Version) Sample Questions:
1. Welche dieser Aussagen über Service Desk-Mitarbeiter ist RICHTIG?
A) Der Service Desk kann häufig als Sprungbrett für Mitarbeiter verwendet werden, die andere technische oder Aufsichtsfunktionen übernehmen möchten
B) Service Desk-Mitarbeiter sollten aus Personen mit hohem technischen Fachwissen rekrutiert werden, um die Schulungskosten zu minimieren
C) Der Service Desk sollte versuchen, eine hohe Fluktuation zu erreichen, da die Schulungsanforderungen gering sind und dies dazu beiträgt, die Gehälter zu minimieren
D) Service Desk-Mitarbeiter sollten davon abgehalten werden, sich für andere Rollen zu bewerben, da es kostengünstiger ist, sie in der Rolle zu belassen, in der sie geschult wurden
2. Was sind die drei Geschäftsmodelle von Service Providern?
A) Interner Dienstleister, ausgelagerter Drittanbieter und Offshore-Anbieter
B) Interner Dienstleister, Externer Dienstleister, Shared Service Provider
C) Interner Dienstanbieter, Externer Dienstanbieter, Shared Service Unit
D) Interner Dienstleister, externer Dienstleister, ausgelagerter Dritter
3. Welches der folgenden Elemente ist NICHT Teil der Service Design-Phase des Service Lifecycle?
A) Produzieren und pflegen Sie alle erforderlichen Service Transition-Pakete
B) Messung der Effektivität und Effizienz von Service Design und unterstützenden Prozessen
C) Erstellen Sie hochwertige, sichere und belastbare Designs für neue oder verbesserte Services, Technologiearchitekturen, Prozesse oder Messsysteme, die alle vereinbarten aktuellen und zukünftigen IT-Anforderungen des Unternehmens erfüllen
D) Nehmen Sie die allgemeinen Servicestrategien und stellen Sie sicher, dass sie im Service-Design-Prozess und in den erstellten Service-Designs berücksichtigt werden
4. Welcher der folgenden Sätze beschreibt BEST eine Standardänderung?
A) Eine Änderung der Richtlinien und Richtlinien des Dienstanbieters
B) Eine Änderung, die als Ergebnis eines Audits vorgenommen wird
C) Eine vorautorisierte Änderung, für die ein akzeptiertes und festgelegtes Verfahren festgelegt wurde
D) Eine Änderung, die dem erforderlichen Änderungsprozess korrekt folgt
5. Welche der folgenden Werte werden von Service Metrics gemessen?
A) Der End-to-End-Service
B) Prozesse und Funktionen
C) Fälligkeit und Kosten
D) Verfügbarkeit der Infrastruktur
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: B | Question # 3 Answer: A | Question # 4 Answer: C | Question # 5 Answer: A |
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