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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: ITIL Practices Overview | - Service management practices - General management practices (e.g., incident, change, problem management) - Technical management practices |
| Topic 2: The Four Dimensions of Service Management | - Value streams and processes - Organizations and people - Information and technology - Partners and suppliers |
| Topic 3: Key Concepts of Service Management | - Value, outcomes, costs, and risks - Services and service relationships |
| Topic 4: ITIL Service Value System (SVS) | - Guiding principles - Governance - Service value chain - Continual improvement |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
1. Was sollte getan werden, um die geeigneten Messgrößen für die Messung eines neuen Dienstes zu bestimmen?
A) Verwenden von Betriebsdaten zum Erstellen detaillierter Serviceberichte
B) Messung der Leistung in den ersten sechs Monaten und Entwicklung einer Lösung auf Grundlage der Ergebnisse
C) Offene Fragen an den Kunden stellen, um seine Anforderungen zu ermitteln
D) Kunden bitten, numerische Ziele anzugeben, die ihren Anforderungen entsprechen
2. Welche Aktivität erfasst den Bedarf an Vorfallslösungen und Serviceanfragen?
A) Änderungskontrolle
B) Servicekatalogverwaltung
C) Servicedesk
D) Problemmanagement
3. Welche Stakeholder schaffen gemeinsam Wert in einer Servicebeziehung?
A) Anbieter und Lieferant
B) Investor und Lieferant
C) Verbraucher und Anbieter
D) Investor und Verbraucher
4. Welche Aussage zu den Ergebnissen ist RICHTIG?
A) Ergebnisse geben den Beteiligten Sicherheit über die Leistung eines Dienstes
B) Ein Ergebnis definiert den Geldbetrag, der für die Technologie eines Dienstes ausgegeben wird
C) Ergebnisse ermöglichen die Lieferung von Produkten an einen Stakeholder
D) Ein Ergebnis hängt von mindestens einem Output ab, um ein Ergebnis zu liefern
5. Welches ist eine Aktivität in der Phase „Problemkontrolle“ des Problemmanagements?
A) Implementierung einer technischen Lösung zur Behebung eines Problems
B) Überprüfung von Vorfallaufzeichnungen auf Identitätstrends
C) Dokumentieren der Schritte zur Problemumgehung
D) Neubewertung eines bekannten Fehlers, um die anhaltenden Auswirkungen zu bewältigen.
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: C | Question # 3 Answer: C | Question # 4 Answer: D | Question # 5 Answer: C |
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