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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: Key Concepts of Service Management | - Services and service relationships - Value, outcomes, costs, and risks |
| Topic 3: The Four Dimensions of Service Management | - Information and technology - Partners and suppliers - Value streams and processes - Organizations and people |
| Topic 4: ITIL Service Value System (SVS) | - Guiding principles - Service value chain - Governance - Continual improvement |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
1. Welche Kompetenzen werden für die Praxis des „Service Level Managements“ benötigt?
A) Geschäftsanalyse und kaufmännisches Management
B) Vorfallanalyse und Priorisierung
C) Balanced Scorecard-Überprüfungen und Reifegradbewertung
D) Problemuntersuchung und -lösung
2. Welche Aktion wird von einem Dienstanbieter durchgeführt?
A) Sicherstellung des Zugriffs auf vereinbarte Ressourcen
B) Erforderliche Serviceaktionen werden angefordert
C) Empfang der vereinbarten Ware
D) Budget für die Servicenutzung autorisieren
3. Welche ZWEI beschreiben die Leitprinzipien am BESTEN?
* Kurzfristig
* Normen
* Empfehlungen
* Langfristig
A) 2 und 3
B) 3 und 4
C) 1 und 2
D) 1 und 4
4. Welche Schlüsselaktivität wird im Schritt „Haben wir unser Ziel erreicht?“ des Modells der „kontinuierlichen Verbesserung“ durchgeführt?
A) Verbesserungsmaßnahmen durchführen
B) Messungen und Metriken auswerten
C) Führen Sie Basisbewertungen durch
D) Definieren Sie messbare Ziele
5. Was ist im Zweck der Aktivität „Verbesserung der Wertschöpfungskette“ enthalten?
A) Sicherstellen, dass die Dienstleistungen kontinuierlich die Erwartungen hinsichtlich Qualität, Kosten und Markteinführungszeit erfüllen
B) Sicherstellung der kontinuierlichen Verbesserung der Praktiken in allen Wertschöpfungskettenaktivitäten
C) Sicherstellung eines gemeinsamen Verständnisses der Verbesserungsrichtung für Services im gesamten Unternehmen
D) Sicherstellung eines kontinuierlichen Engagements und guter Beziehungen zu allen Beteiligten
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: A | Question # 3 Answer: B | Question # 4 Answer: B | Question # 5 Answer: B |
