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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Know the purpose and key terms of selected ITIL practices | - Define key terms for selected practices - Describe the purpose of selected practices
|
| Topic 2: Understand how the ITIL guiding principles can help an organization adopt and adapt service management | - Explain the use of the guiding principles - Describe the nature, use and interaction of the guiding principles |
| Topic 3: Understand the purpose and components of the ITIL service value system | - Describe the ITIL service value system |
| Topic 4: Understand how the ITIL practices contribute to the service value chain | - Explain the role of selected practices in the service value chain |
| Topic 5: Understand the key concepts of service management | - Describe the key concepts of service relationships - Recall the definition of: service, utility, warranty, customer, user, service management, sponsor - Describe the key concepts of creating value with services |
| Topic 6: Understand the four dimensions of service management | - Describe the four dimensions: Organizations and People, Information and Technology, Partners and Suppliers, Value Streams and Processes |
| Topic 7: Understand the activities of the service value chain, and how they interconnect | - Describe the interconnected nature of the service value chain and its activities: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
1. Welche Praxis empfiehlt den Einsatz ereignisbasierter Umfragen zur Erfassung von Kundenfeedback?
A) Aktivierung ändern
B) Service-Level-Management
C) Serviceanforderungsverwaltung
D) Problemmanagement
2. Welches Leitprinzip empfiehlt die Standardisierung und Rationalisierung manueller Aufgaben?
A) Ganzheitlich denken und arbeiten
B) Fokus auf Wert
C) Optimieren und automatisieren
D) Zusammenarbeiten und Sichtbarkeit fördern
3. Was sollte getan werden, um die geeigneten Messgrößen für die Messung eines neuen Dienstes zu bestimmen?
A) Offene Fragen an den Kunden stellen, um seine Anforderungen zu ermitteln
B) Messung der Leistung in den ersten sechs Monaten und Entwicklung einer Lösung auf Grundlage der Ergebnisse
C) Verwenden von Betriebsdaten zum Erstellen detaillierter Serviceberichte
D) Kunden bitten, numerische Ziele anzugeben, die ihren Anforderungen entsprechen
4. Welche Aussage zu den Ergebnissen ist RICHTIG?
A) Ergebnisse ermöglichen die Lieferung von Produkten an einen Stakeholder
B) Ergebnisse geben den Beteiligten Sicherheit über die Leistung eines Dienstes
C) Ein Ergebnis definiert den Geldbetrag, der für die Technologie eines Dienstes ausgegeben wird
D) Ein Ergebnis hängt von mindestens einem Output ab, um ein Ergebnis zu liefern
5. Was ist als Zustandsänderung definiert, die für das Management eines IT-Dienstes von Bedeutung ist?
A) Vorfall
B) Problem
C) Bekannter Fehler
D) Ereignis
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: C | Question # 3 Answer: C | Question # 4 Answer: D | Question # 5 Answer: D |
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