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Peoplecert CMS7 Deutsch Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Key Principles and Models | 15% | - Governance Model - Deming Cycle - Service Portfolio - Process Model |
| Functions and Roles | 10% | - Technical Management - IT Operations Management - Service Desk - Key Roles - Application Management |
| Service Management as a Practice | 15% | - Governance and Best Practice - Stakeholders and Value Creation - Concept of Service and Service Management |
| Selected ITIL Processes | 25% | - Service Asset and Configuration Management - Release and Deployment Management - Change Management - Service Level Management - Problem Management - Incident Management |
| Technology and Architecture | 5% | - Architectural Considerations - Enabling Technology |
| Generic Concepts and Definitions | 10% | - Service Level Agreements - Service Assets and Configuration - Key Terminology |
| ITIL Service Lifecycle | 20% | - Continual Service Improvement - Service Design - Service Transition - Service Strategy - Service Operation |
Peoplecert ITIL V3 Foundation (CMS7 Deutsch Version) Sample Questions:
Welcher Prozess ist für die Steuerung, Aufzeichnung und Berichterstattung von Versionen, Attributen und Beziehungen in Bezug auf Komponenten der IT-Infrastruktur verantwortlich?
- A. Incident Management
- B. Änderungsmanagement
- C. Service Asset- und Konfigurationsmanagement
- D. Service Level Management
Correct Answer: C 🗳️
Welche der folgenden Punkte sollten beim Entwurf von Messsystemen, -methoden und -metriken berücksichtigt werden?
1. Die dienstleistungen
2. Die Architekturen
3. Die Konfigurationselemente
4. Die Prozesse
- A. nur 1, 3 und 4
- B. nur 1, 2 und 3
- C. nur 2, 3 und 4
- D. Alle oben genannten
Correct Answer: D 🗳️
Welcher Prozess ist für die Verwaltung der Beziehungen zu Anbietern verantwortlich?
- A. Änderungsmanagement
- B. Kontinuierliche Serviceverbesserung
- C. Lieferantenmanagement
- D. Service Portfolio Management
Correct Answer: C 🗳️
"Service Management besteht aus einer Reihe spezialisierter organisatorischer Funktionen, mit denen Kunden einen Mehrwert in Form von Services erzielen können." Zu diesen speziellen organisatorischen Fähigkeiten gehören: Welche der folgenden Funktionen?
- A. Funktionen und Prozesse
- B. Menschen, Produkte und Technologie
- C. Anwendungen und Infrastruktur
- D. Märkte und Kunden
Correct Answer: A 🗳️
Hierarchische Eskalation wird am besten beschrieben als?
- A. Nichteinhaltung der in einem Service Level Agreement angegebenen Incident-Lösungszeiten
- B. Verwenden Sie mehr erfahrene Spezialisten als erforderlich, um einen Vorfall zu lösen und die Kundenzufriedenheit zu gewährleisten
- C. Weitergabe eines Vorfalls an Personen mit höheren technischen Kenntnissen
- D. Benachrichtigung höherer Führungsebenen über einen Vorfall
Correct Answer: D 🗳️
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