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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Technology and Architecture | 5% | - Architectural Considerations - Enabling Technology |
| Topic 2: Functions and Roles | 10% | - IT Operations Management - Application Management - Key Roles - Technical Management - Service Desk |
| Topic 3: Service Management as a Practice | 15% | - Stakeholders and Value Creation - Concept of Service and Service Management - Governance and Best Practice |
| Topic 4: Generic Concepts and Definitions | 10% | - Service Assets and Configuration - Key Terminology - Service Level Agreements |
| Topic 5: Key Principles and Models | 15% | - Deming Cycle - Process Model - Service Portfolio - Governance Model |
| Topic 6: ITIL Service Lifecycle | 20% | - Service Design - Continual Service Improvement - Service Strategy - Service Operation - Service Transition |
| Topic 7: Selected ITIL Processes | 25% | - Service Level Management - Change Management - Problem Management - Incident Management - Service Asset and Configuration Management - Release and Deployment Management |
1. Welche der folgenden Aktivitäten wird von der Zugriffsverwaltung ausgeführt?
A) Bereitstellung physischer Sicherheit für Mitarbeiter-Rechenzentren und andere Gebäude
B) Verwalten des Zugriffs auf den Service Desk
C) Verwalten der Rechte zur Verwendung eines Dienstes oder einer Gruppe von Diensten
D) Verwalten des Zugriffs auf Computerräume und andere sichere Standorte
2. Stellen Sie sicher, dass die Vertraulichkeit, Integrität und Verfügbarkeit der Services auf dem im Service Level Agreement (SLA) festgelegten Niveau gehalten werden. Welche Rolle fällt in den Verantwortungsbereich?
A) Der Änderungsmanager
B) Der Service Level Manager
C) Der Informationssicherheits-Manager
D) Der Konfigurationsmanager
3. Welche der folgenden Angaben ist die RICHTIGE Definition einer Freigabeeinheit?
A) Eine in Service Transition beschriebene Funktion
B) Eine Kostenmessung
C) Das Team von Personen, die für die Implementierung eines Releases verantwortlich sind
D) Der Teil eines Dienstes oder einer IT-Infrastruktur, der normalerweise zusammen freigegeben wird
4. Kundenwahrnehmungen und Geschäftsergebnisse helfen zu definieren, was?
A) Der Wert eines Service
B) Key Performance Indicators (KPIs)
C) Gesamtbetriebskosten (TCO)
D) Governance
5. In welchen Prozessen werden Underpinning-Verträge regelmäßig überprüft?
A) Lieferantenmanagement und Nachfragemanagement
B) Lieferantenmanagement, Nachfragemanagement und Service Level Management
C) Lieferantenmanagement und Service Level Management
D) Nachfragemanagement und Service Level Management
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: C | Question # 3 Answer: D | Question # 4 Answer: A | Question # 5 Answer: C |
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