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Peoplecert CMS7 Deutsch Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Functions and Roles | 10% | - Technical Management - Application Management - Service Desk - IT Operations Management - Key Roles |
| Topic 2: Generic Concepts and Definitions | 10% | - Service Assets and Configuration - Key Terminology - Service Level Agreements |
| Topic 3: Key Principles and Models | 15% | - Service Portfolio - Deming Cycle - Process Model - Governance Model |
| Topic 4: Technology and Architecture | 5% | - Enabling Technology - Architectural Considerations |
| Topic 5: Service Management as a Practice | 15% | - Concept of Service and Service Management - Stakeholders and Value Creation - Governance and Best Practice |
| Topic 6: Selected ITIL Processes | 25% | - Problem Management - Change Management - Incident Management - Service Asset and Configuration Management - Release and Deployment Management - Service Level Management |
| Topic 7: ITIL Service Lifecycle | 20% | - Service Operation - Service Design - Continual Service Improvement - Service Transition - Service Strategy |
Peoplecert ITIL V3 Foundation (CMS7 Deutsch Version) Sample Questions:
1. Welcher Prozess ist dafür verantwortlich, einen IT-Service zu überwachen und festzustellen, wann die Leistung unter akzeptable Grenzen fällt?
A) Service Level Management
B) Ereignisverwaltung
C) Leistungsmanagement
D) Kapazitätsverwaltung
2. Wann kann ein bekannter Fehlerrekord ausgelöst werden?
1. Zu jeder Zeit, wenn es sinnvoll wäre, dies zu tun
2. Nachdem eine Problemumgehung gefunden wurde
A) Keines der oben genannten
B) Beides
C) 1 nur
D) nur 2
3. Welche der folgenden Aussagen zur Meldung und Protokollierung von Vorfällen ist richtig?
A) Alle Anrufe an den Service Desk müssen als Vorfälle protokolliert werden, um die Meldung von Service Desk-Aktivitäten zu unterstützen
B) Vom technischen Personal gemeldete Vorfälle müssen als Probleme protokolliert werden, da das technische Personal Infrastrukturgeräte und keine Dienste verwaltet
C) Vorfälle können nur von Benutzern gemeldet werden, da sie nur die einzigen Personen sind, die wissen, wann ein Dienst unterbrochen wurde
D) Vorfälle können von jedem gemeldet werden, der eine Störung oder potenzielle Störung des normalen Betriebs feststellt. Dies schließt technisches Personal ein
4. Wie viele Personen sollten für einen im RACI-Modell definierten Prozess verantwortlich sein?
A) Nur einer - der Prozessverantwortliche
B) Nur einer - der Prozessarchitekt
C) Beliebig viele, um die Aktivität abzuschließen
D) Zwei - der Prozesseigner und der Prozess-Enactor
5. Welcher Prozess ist für risikoarme, häufig auftretende und kostengünstige Änderungen verantwortlich?
A) Release- und Bereitstellungsverwaltung
B) Incident Management
C) Nachfragemanagement
D) Erfüllung anfordern
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: B | Question # 3 Answer: B | Question # 4 Answer: A | Question # 5 Answer: D |
