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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| ITIL Practices Overview | - Service management practices - Technical management practices - General management practices (e.g., incident, change, problem management) |
| The Four Dimensions of Service Management | - Organizations and people - Information and technology - Partners and suppliers - Value streams and processes |
| Key Concepts of Service Management | - Services and service relationships - Value, outcomes, costs, and risks |
| ITIL Service Value System (SVS) | - Service value chain - Governance - Continual improvement - Guiding principles |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
Was ist der Zweck der Praxis des „Beziehungsmanagements“?
- A. Um die Praktiken und Dienstleistungen der Organisation an die sich ändernden Geschäftsanforderungen anzupassen
- B. Klare geschäftsbasierte Ziele für die Serviceleistung festlegen
- C. Zur Unterstützung der vereinbarten Qualität eines Dienstes, der alle vereinbarten, vom Benutzer initiierten Serviceanfragen bearbeitet
- D. Die Verbindungen zwischen der Organisation und ihren Stakeholdern herstellen und pflegen
Correct Answer: D 🗳️
Was ist das ERSTE, was man bedenken sollte, wenn man sich auf den Wert konzentriert?
- A. Sicherstellen, dass durch Verbesserungsinitiativen gemeinsam Wert geschaffen wird.
- B. Verstehen, was für den Servicekonsumenten wertvoll ist
- C. Definition von Kundenerfahrung und Benutzererfahrung
- D. Identifizierung des Servicekunden, der einen Mehrwert erhält
Correct Answer: D 🗳️
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Welche Phase des Problemmanagements umfasst die Analyse von Vorfällen, um nach Mustern und Trends zu suchen?
- A. Überprüfung nach der Implementierung
- B. Fehlerkontrolle
- C. Problemkontrolle
- D. Problemidentifizierung
Correct Answer: D 🗳️
Welcher Prozess ist dafür verantwortlich, genaue Informationen zu allen Diensten bereitzustellen und zu pflegen?
Übergang oder Übergang in die Lebensumgebung?
- A. Servicekatalogverwaltung
- B. Service-Portfolio-Management
- C. Servicekapazitätsmanagement
- D. Service Level Management
Correct Answer: A 🗳️
Was ist KEIN Schwerpunkt der Dimension „Information und Technologie“?
- A. Sicherheit und Compliance
- B. Workflow-Management- und Inventarsysteme
- C. Kommunikationssysteme und Wissensbasen
- D. Rollen und Verantwortlichkeiten
Correct Answer: D 🗳️
