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1. Was wird durch die Dimension „Organisationen und Menschen“ des Servicemanagements beschrieben?
A) Verträge und Vereinbarungen
B) Ein- und Ausgänge
C) Arbeitsabläufe und Kontrollen
D) Kommunikation und Zusammenarbeit
2. Ein Serviceangebot kann den Zugriff auf Ressourcen und Serviceaktionen umfassen. Was ist ein Beispiel für eine Serviceaktion?
A) Eine Lizenz erlaubt einem Benutzer, ein Softwareprodukt zu installieren
B) Ein Service Desk-Agent bietet dem Benutzer Support.
C) Ein Passwort ermöglicht einem Benutzer die Verbindung zu einem WLAN-Netzwerk
D) Ein Mobiltelefon ermöglicht einem Benutzer die Fernarbeit
3. Welche Aussage zu Notfalländerungen ist RICHTIG?
A) Die Autorisierung von Notfalländerungen kann bis nach der Implementierung aufgeschoben werden
B) Notfalländerungen sind risikoarm und gut verstanden
C) Notfalländerungen werden normalerweise nicht im Änderungsplan erfasst
D) Es ist notwendig, alle Unterlagen auszufüllen, bevor eine Notfallgebühr erhoben wird
4. Welche Aussage zu den Ergebnissen ist RICHTIG?
A) Ergebnisse ermöglichen die Lieferung von Produkten an einen Stakeholder
B) Ein Ergebnis definiert den Geldbetrag, der für die Technologie eines Dienstes ausgegeben wird
C) Ein Ergebnis hängt von mindestens einem Output ab, um ein Ergebnis zu liefern
D) Ergebnisse geben den Beteiligten Sicherheit über die Leistung eines Dienstes
5. Welche Vorgehensweise ermittelt Kennzahlen, die die Erfahrungen des Kunden mit einem Service widerspiegeln?
A) Service-Level-Management
B) Servicedesk
C) Kontinuierliche Verbesserung
D) Problemmanagement
Solutions:
Question # 1 Answer: D | Question # 2 Answer: B | Question # 3 Answer: C | Question # 4 Answer: C | Question # 5 Answer: A |
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