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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Four Dimensions of Service Management | 18% | - Value streams and processes - Organizations and people - Partners and suppliers - Information and technology |
| Service Value Chain Activities | 15% | - Improve - Obtain/build - Deliver and support - Design and transition - Plan - Engage |
| ITIL Service Value System | 20% | - Practices - Governance - Guiding principles - Continual improvement - Service value chain |
| ITIL Management Practices | 17% | - Technical management practices
|
| Guiding Principles | 18% | - Focus on value - Start where you are - Optimize and automate - Collaborate and promote visibility - Think and work holistically - Progress iteratively with feedback - Keep it simple and practical |
| Key Concepts of Service Management | 12% | - Products and services, service offerings - Value, value co-creation, service, service management - Stakeholders: customers, users, sponsors, providers |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
Welche zwei Praktiken interagieren am MEISTEN mit der Service Desk-Praxis?
- A. Serviceanforderungsverwaltung und Bereitstellungsverwaltung
- B. Bereitstellungsverwaltung und Änderungsaktivierung
- C. Vorfallmanagement und Serviceanforderungsmanagement
- D. Änderungsaktivierung und Vorfallmanagement
Correct Answer: C 🗳️
Welche ZWEI sind wichtige Aspekte der Praxis des „Service Request Managements“?
1.Standardisierung und Automatisierung
2. Bereitstellung verschiedener Zugangskanäle
3. Schaffung einer gemeinsamen Zielvorstellung
4.Richtlinien für Genehmigungen
- A. 1 und 2
- B. 3 und 4
- C. 1 und 4
- D. 2 und 3
Correct Answer: C 🗳️
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Was passiert, wenn eine Problemumgehung zur dauerhaften Lösung eines Problems wird, das nicht kosteneffizient gelöst werden kann?
- A. Eine Änderungsanforderung wird an die Änderungskontrolle übermittelt
- B. Der Problemdatensatz wird gelöscht
- C. Das Problem verbleibt im Status „Known Error“
- D. Das Problemmanagement stellt den Dienst so schnell wie möglich wieder her
Correct Answer: C 🗳️
Welche Praxis verwendet Techniken wie SWOT-Analyse, Balanced Scorecard-Überprüfungen und Reifegradbewertungen?
- A. Problemmanagement
- B. Kontinuierliche Verbesserung
- C. Serviceanforderungsverwaltung
- D. Vorfallmanagement
Correct Answer: B 🗳️
Welche Aussage zu den Ergebnissen ist RICHTIG?
- A. Ein Ergebnis definiert den Geldbetrag, der für die Technologie eines Dienstes ausgegeben wird
- B. Ergebnisse ermöglichen die Lieferung von Produkten an einen Stakeholder
- C. Ergebnisse geben den Beteiligten Sicherheit über die Leistung eines Dienstes
- D. Ein Ergebnis hängt von mindestens einem Output ab, um ein Ergebnis zu liefern
Correct Answer: D 🗳️
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