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Peoplecert CMS7 Deutsch Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Functions and Roles | 10% | - Application Management - Technical Management - Service Desk - Key Roles - IT Operations Management |
| Topic 2: Service Management as a Practice | 15% | - Governance and Best Practice - Concept of Service and Service Management - Stakeholders and Value Creation |
| Topic 3: ITIL Service Lifecycle | 20% | - Service Design - Continual Service Improvement - Service Transition - Service Operation - Service Strategy |
| Topic 4: Generic Concepts and Definitions | 10% | - Key Terminology - Service Level Agreements - Service Assets and Configuration |
| Topic 5: Selected ITIL Processes | 25% | - Change Management - Incident Management - Problem Management - Service Level Management - Service Asset and Configuration Management - Release and Deployment Management |
| Topic 6: Key Principles and Models | 15% | - Process Model - Service Portfolio - Governance Model - Deming Cycle |
| Topic 7: Technology and Architecture | 5% | - Architectural Considerations - Enabling Technology |
Peoplecert ITIL V3 Foundation (CMS7 Deutsch Version) Sample Questions:
1. Als was wird der positive Effekt bezeichnet, den Kunden, die einen Service wahrnehmen, auf ihre Geschäftsergebnisse haben können?
A) Der Nutzen eines Dienstes
B) Der wirtschaftliche Wert einer Dienstleistung
C) Kapitalrendite
D) Die Garantie eines Service
2. Welche der folgenden beiden Hauptelemente schaffen Mehrwert für die Kunden?
A) Kunden- und Benutzerzufriedenheit
B) Grundlegendes zu Serviceanforderungen und Garantie
C) Value on Investment (VOI), Kapitalrendite (ROI)
D) Dienstprogramm und Garantie
3. Welche Ziele verfolgt das Service Level Management?
1: Festlegung, Dokumentation und Vereinbarung der zu erbringenden IT-Services
2: Überwachung, Messung und Berichterstattung des tatsächlichen Leistungsniveaus
3: Überwachung und Verbesserung der Kundenzufriedenheit
4:
Ermittlung möglicher zukünftiger Märkte, in denen der Dienstleister tätig sein könnte
A) nur 1, 2 und 4
B) nur 1, 2 und 3
C) nur 1 und 2
D) Alle oben genannten
4. Verträge werden verwendet, um Folgendes zu definieren:
A) Die Bereitstellung von Waren und Dienstleistungen durch Lieferanten
B) Die Bereitstellung von IT-Diensten oder Unternehmensdiensten durch einen Dienstanbieter
C) Service Levels, die zwischen dem Service Provider und seinem Kunden vereinbart wurden
D) Metriken und kritische Erfolgsfaktoren (CSFs) in einer externen Vereinbarung
5. Welche der folgenden Punkte sollten NICHT ein Problem des Risikomanagements sein?
A) Um sicherzustellen, dass die Organisation im Falle einer größeren Störung oder Katastrophe weiterarbeiten kann
B) Um sicherzustellen, dass die Vermögenswerte der Organisation, wie z. B. Informationen, Einrichtungen und Gebäude, vor Bedrohungen, Beschädigungen oder Verlusten geschützt sind
C) Damit nur die Änderungsanforderungen mit reduzierten Risiken für die Implementierung genehmigt werden
D) Um sicherzustellen, dass der Arbeitsplatz eine sichere Umgebung für seine Mitarbeiter und Kunden ist
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: D | Question # 3 Answer: B | Question # 4 Answer: A | Question # 5 Answer: C |
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