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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| ITIL Service Value System (SVS) | - Service value chain - Governance - Guiding principles - Continual improvement |
| ITIL Practices Overview | - Service management practices - General management practices (e.g., incident, change, problem management) - Technical management practices |
| Key Concepts of Service Management | - Services and service relationships - Value, outcomes, costs, and risks |
| The Four Dimensions of Service Management | - Organizations and people - Value streams and processes - Information and technology - Partners and suppliers |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
Question 1
Welche Beschreibung trifft am BESTEN auf den Zweck der Wertschöpfungskettenaktivität „Verbessern“ zu?
A. Um neue und verbesserte Dienste und Funktionen zur Nutzung bereitzustellen
B. Kontinuierliche Verbesserung aller Produkte und Dienstleistungen über alle Aktivitäten der Wertschöpfungskette hinweg
C. Um ein gemeinsames Verständnis der Vision und der Verbesserungsrichtung für alle Produkte und Dienstleistungen sicherzustellen
D. Um eine große Verbesserungsinitiative in mehrere kleinere Initiativen zu unterteilen
Question 2
Was beinhaltet Governance als Bestandteil?
A. Die Service-Wertschöpfungskette
B. Das Service-Wertesystem
C. Praktiken
D. Die Leitprinzipien
Question 3
Ein schwerwiegender Vorfall wurde abgeschlossen, es besteht jedoch das Risiko, dass er erneut auftritt. Wie sollte dies protokolliert und verwaltet werden?
A. Als Serviceanfrage
B. Als Änderungsanforderung
C. Als Problem
D. Als Ereignis
Question 4
Welche Aussage BEST repräsentiert die Anleitung zur Protokollierung von Vorfällen?
A. Alle Vorfälle müssen vollständig protokolliert werden
B. Vorfälle müssen nur protokolliert werden, wenn eine Lösung nicht sofort verfügbar ist
C. Es können nur Vorfälle protokolliert werden, die an den Service Desk gemeldet wurden
D. Der Service Desk entscheidet, welche Vorfälle protokolliert werden sollen
Question 5
Welche Vorgehensweise stellt einen Kanal zwischen dem Dienstanbieter und seinen Benutzern her?
A. Servicedesk
B. Lieferantenmanagement
C. Beziehungsmanagement
D. Aktivierung ändern
Solutions:
| Question 1 Answer: B | Question 2 Answer: B | Question 3 Answer: C | Question 4 Answer: B | Question 5 Answer: A |
