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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Four Dimensions of Service Management | 18% | - Partners and suppliers - Organizations and people - Value streams and processes - Information and technology |
| Guiding Principles | 18% | - Collaborate and promote visibility - Think and work holistically - Start where you are - Progress iteratively with feedback - Focus on value - Keep it simple and practical - Optimize and automate |
| Service Value Chain Activities | 15% | - Obtain/build - Deliver and support - Plan - Improve - Engage - Design and transition |
| Key Concepts of Service Management | 12% | - Products and services, service offerings - Stakeholders: customers, users, sponsors, providers - Value, value co-creation, service, service management |
| ITIL Management Practices | 17% | - Service management practices
|
| ITIL Service Value System | 20% | - Continual improvement - Governance - Guiding principles - Service value chain - Practices |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
Wofür wird ein Änderungsplan HAUPTSÄCHLICH verwendet?
- A. Um sicherzustellen, dass eine einzelne Änderungsautorität jede Änderung überprüft
- B. So veröffentlichen Sie eine Liste mit Serviceanfragen, die Benutzer auswählen können
- C. Zur Unterstützung bei der Planung, Autorisierung und Terminierung von Notfalländerungen
- D. Um bei der Planung von Änderungen zu helfen, die Kommunikation zu unterstützen und Konflikte zu vermeiden
Correct Answer: D 🗳️
Wofür ist der Kunde einer Dienstleistung verantwortlich?
- A. Autorisierung des Budgets für den Dienst
- B. Verwenden des Dienstes
- C. Definieren der Anforderungen an den Dienst
- D. Bereitstellung des Dienstes
Correct Answer: C 🗳️
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Welche Anforderungen werden an alle Service-Desk-Mitarbeiter gestellt?
- A. Ausgezeichnete technische Kenntnisse
- B. Fähigkeiten zur Ursachenanalyse
- C. Kenntnisse in Telefonietechnik
- D. Demonstration emotionaler Intelligenz
Correct Answer: D 🗳️
Welches Prinzip konzentriert sich auf die Servicekonsumenten?
- A. Mach es einfach
- B. Fokus auf Wert
- C. Optimieren und automatisieren
- D. Beginnen Sie dort, wo Sie sind
Correct Answer: B 🗳️
Was ist ein Beispiel für eine Serviceanfrage?
- A. Eine Anfrage zur Untersuchung der Ursache eines Vorfalls
- B. Eine Anforderung zur Wiederherstellung des Normalbetriebs
- C. Eine Anfrage für den Zugriff auf eine Datei
- D. Eine Anfrage zur Implementierung eines Sicherheitspatches
Correct Answer: C 🗳️
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