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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| ITIL Service Value System (SVS) | - Service value chain - Governance - Continual improvement - Guiding principles |
| Key Concepts of Service Management | - Services and service relationships - Value, outcomes, costs, and risks |
| The Four Dimensions of Service Management | - Information and technology - Organizations and people - Value streams and processes - Partners and suppliers |
| ITIL Practices Overview | - Technical management practices - General management practices (e.g., incident, change, problem management) - Service management practices |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
1. Welche Art von Änderung wird am ehesten als Serviceanfrage verwaltet?
A) Eine normale Änderung
B) Eine Standardänderung
C) Eine Notfalländerung
D) Eine organisatorische Änderung
2. Welche Beschreibung trifft am BESTEN auf den Schwerpunkt des Prinzips „Ganzheitlich denken und arbeiten“ zu?
A) Integration der Aktivitäten einer Organisation zur Wertschöpfung
B) Eliminieren Sie unnötige Schritte, um wertvolle Ergebnisse zu erzielen
C) Aufteilung großer Initiativen in kleinere Arbeitspakete
D) Berücksichtigung der vorhandenen Organisationsressourcen vor dem Aufbau von etwas Neuem
3. Was hilft bei der Bewältigung eines Vorfalls, wenn unklar ist, welches Supportteam an dem Vorfall arbeiten soll?
A) Selbsthilfe
B) Ziellösungszeiten
C) Notfallwiederherstellungspläne
D) Schwärmen
4. Welche Praxis verwendet Techniken wie SWOT-Analyse, Balanced Scorecard-Überprüfungen und Reifegradbewertungen?
A) Serviceanforderungsverwaltung
B) Vorfallmanagement
C) Kontinuierliche Verbesserung
D) Problemmanagement
5. Welche Praxis nutzt Technologien wie intelligente Telefonsysteme, eine Wissensdatenbank und Überwachungstools?
A) Servicedesk
B) Bereitstellungsverwaltung
C) Dienstkonfigurationsverwaltung
D) Problemmanagement
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: A | Question # 3 Answer: D | Question # 4 Answer: C | Question # 5 Answer: A |
