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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| 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 |
| Understand the purpose and components of the ITIL service value system | - Describe the ITIL service value system |
| Know the purpose and key terms of selected ITIL practices | - Define key terms for selected practices - Describe the purpose of selected practices
|
| Understand the four dimensions of service management | - Describe the four dimensions: Organizations and People, Information and Technology, Partners and Suppliers, Value Streams and Processes |
| Understand how the ITIL guiding principles can help an organization adopt and adapt service management | - Describe the nature, use and interaction of the guiding principles - Explain the use of the guiding principles |
| Understand how the ITIL practices contribute to the service value chain | - Explain the role of selected practices in the service value chain |
| Understand the key concepts of service management | - Describe the key concepts of creating value with services - Describe the key concepts of service relationships - Recall the definition of: service, utility, warranty, customer, user, service management, sponsor |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
Was wird durch das Service-Wertesystem beschrieben?
- A. Wie man den systemischen Ansatz des Leitsatzes Ganzheitlich denken und arbeiten anwendet
- B. Gemeinsame Aktivitäten eines Dienstanbieters und eines Dienstkonsumenten, um eine kontinuierliche gemeinsame Wertschöpfung sicherzustellen
- C. Dienstleistungen, die auf einem oder mehreren Produkten basieren und auf die Bedürfnisse einer bestimmten Verbrauchergruppe zugeschnitten sind
- D. Wie alle Komponenten und Aktivitäten der Organisation als System zusammenarbeiten, um Wertschöpfung zu ermöglichen
Correct Answer: D 🗳️
Wie werden Ziellösungszeiten in der Incident-Management-Praxis verwendet?
- A. Sie werden geplant, bewertet und autorisiert, um das Risiko von Serviceausfällen zu reduzieren
- B. Sie werden initiiert, genehmigt und verwaltet, um sicherzustellen, dass vorhersehbare Reaktionen erzielt werden
- C. Sie werden eingerichtet, überprüft und gemeldet, um sicherzustellen, dass die Kunden mit dem Service zufrieden sind
- D. Sie werden vereinbart, dokumentiert und kommuniziert, um die Erwartungen der Benutzer zu erfüllen.
Correct Answer: D 🗳️
Was wird am wahrscheinlichsten als Serviceanfrage behandelt?
- A. Bereitstellung eines virtuellen Servers für ein Entwicklungsteam
- B. Verwalten einer Dienstunterbrechung
- C. Eine Notfalländerung zum Anwenden eines Sicherheitspatches
- D. Die Implementierung eines Workarounds
Correct Answer: B 🗳️
Welche Maßnahmen ergreift ein Service Desk bei allen Problemen, Fragen und Anforderungen, die ihm gemeldet werden?
- A. Initiieren, genehmigen, erfüllen
- B. Diagnostizieren, untersuchen, lösen
- C. Anerkennen, klassifizieren, besitzen
- D. Planen, bewerten, autorisieren
Correct Answer: A 🗳️
Was ist ein Zweck der Praxis des „Service Level Managements“?
- A. Um sicherzustellen, dass die Lieferanten der Organisation und ihre Leistung angemessen verwaltet werden
- B. Um klare geschäftsbasierte Ziele für Service-Levels festzulegen
- C. Die Verbindungen zwischen der Organisation und ihren Stakeholdern herstellen und pflegen
- D. Zur Unterstützung der vereinbarten Qualität eines Dienstes, der alle vereinbarten, vom Benutzer initiierten Serviceanfragen bearbeitet
Correct Answer: B 🗳️
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