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1. "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) Märkte und Kunden
B) Funktionen und Prozesse
C) Menschen, Produkte und Technologie
D) Anwendungen und Infrastruktur
2. Welche der folgenden Aussagen ist die BESTE Definition eines Vorfalls?
A) Verlust der Fähigkeit, die Spezifikation einzuhalten oder die erforderliche Leistung zu erbringen
B) Eine ungeplante Unterbrechung eines IT-Dienstes oder eine Verringerung der Qualität eines IT-Dienstes
C) Eine Statusänderung, die für die Verwaltung eines Konfigurationselements oder eines IT-Service von Bedeutung ist
D) Eine Warnung, dass ein Schwellenwert erreicht wurde, sich etwas geändert hat oder ein Fehler aufgetreten ist
3. Verträge im Zusammenhang mit einem ausgelagerten Rechenzentrum werden von verwaltet?
A) IT-Betriebskontrolle
B) Technisches Management
C) Service Desk
D) Facility Management
4. Welches der folgenden BESTEN beschreibt ein Problem?
A) Ein bekannter Fehler, für den Ursache und Lösung noch nicht bekannt sind
B) Die Ursache eines oder mehrerer Vorfälle
C) Die Ursache von zwei oder mehr Vorfällen
D) Ein schwerwiegender Vorfall, der sich kritisch auf das Geschäft auswirkt
5. Was ist die BESTE Beschreibung eines Operational Level Agreements (OLA)?
A) Ein Dokument, in dem einem Kunden beschrieben wird, wie die Dienste täglich ausgeführt werden
B) Eine Vereinbarung zwischen dem Dienstanbieter und einer externen Organisation
C) Ein Dokument, in dem die Geschäftsservices für das Betriebspersonal beschrieben werden
D) Eine Vereinbarung zwischen dem Dienstanbieter und einem anderen Teil derselben Organisation
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: D | Question # 4 Answer: B | Question # 5 Answer: D |
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