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Peoplecert CMS7 Deutsch Exam Syllabus Topics:

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

1. Hierarchische Eskalation wird am besten beschrieben als?

A) Benachrichtigung höherer Führungsebenen über einen Vorfall
B) Weitergabe eines Vorfalls an Personen mit höheren technischen Kenntnissen
C) Nichteinhaltung der in einem Service Level Agreement angegebenen Incident-Lösungszeiten
D) Verwenden Sie mehr erfahrene Spezialisten als erforderlich, um einen Vorfall zu lösen und die Kundenzufriedenheit zu gewährleisten

2. Wo würden Sie erwarten, dass Ziele für die Behebung von Vorfällen dokumentiert werden?

A) Änderungsanforderung (RFC)
B) Das Service-Portfolio
C) Ein Service Level Agreement (SLA)
D) Eine Servicebeschreibung

3. Welche der folgenden Aussagen zur Kommunikation im Servicebetrieb sind RICHTIG?
1. Jede Kommunikation muss einen beabsichtigten Zweck oder eine daraus resultierende Handlung haben
2. Kommunikation sollte nicht ohne ein klares Publikum stattfinden

A) Beides
B) Keine der oben genannten
C) 2 nur
D) nur 1

4. Welche Art von Verbesserung soll durch den Deming-Zyklus erreicht werden?

A) Kontinuierliche Verbesserung
B) Schnelle, einmalige Verbesserung
C) Rentabilität innerhalb von 12 Monaten
D) Schnell gewinnt

5. Welche der folgenden Möglichkeiten ist ein Beispiel?

A) Menügesteuerte Funktionen für den Zugriff auf Serviceanfragen
B) Ruft den Service Desk an, um Standardänderungen zu registrieren
C) Software, mit der Programmierer Code debuggen können
D) Ein Software-Update, das automatisch auf alle Laptops in einer Organisation heruntergeladen wird

Solutions: