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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| ITIL Service Value System | 20% | - Governance - Service value chain - Continual improvement - Guiding principles - Practices |
| Service Value Chain Activities | 15% | - Obtain/build - Design and transition - Plan - Improve - Engage - Deliver and support |
| Key Concepts of Service Management | 12% | - Stakeholders: customers, users, sponsors, providers - Value, value co-creation, service, service management - Products and services, service offerings |
| ITIL Management Practices | 17% | - Technical management practices
|
| Four Dimensions of Service Management | 18% | - Partners and suppliers - Value streams and processes - Information and technology - Organizations and people |
| Guiding Principles | 18% | - Optimize and automate - Keep it simple and practical - Focus on value - Collaborate and promote visibility - Progress iteratively with feedback - Think and work holistically - Start where you are |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
1. Identifizieren Sie das fehlende Wort im folgenden Satz.
Ein Service ist ein Mittel zur gemeinsamen Wertschöpfung, indem er die von den Kunden gewünschten Ergebnisse ermöglicht, ohne dass der Kunde bestimmte [?] und Risiken bewältigen muss.
A) Dienstprogramm
B) Garantie
C) Kosten
D) Informationen
2. Was ist KEIN Bestandteil des Service-Wertesystems?
A) Die vier Dimensionen des Servicemanagements
B) Die Leitprinzipien
C) Governance
D) Praktiken
3. Was ist ein Beispiel für eine Problemkontrollaktivität?
A) Dokumentieren der Schritte einer Problemumgehung
B) Neubewertung eines bekannten Fehlers, um die anhaltenden Auswirkungen zu verstehen
C) Überprüfung der Vorfallaufzeichnungen zur Erkennung von Trends
D) Implementierung einer technischen Lösung zur Behebung eines Problems
4. Ab wann kann frühestens ein Workaround im „Problemmanagement“ dokumentiert werden?
A) Nachdem das Problem behoben wurde
B) Nachdem das Problem analysiert wurde
C) Nachdem das Problem priorisiert wurde
D) Nachdem das Problem protokolliert wurde
5. Welche Vorgehensweise stellt sicher, dass jede Hinzufügung, Änderung oder Entfernung von Dingen, die sich auf die Dienste auswirken könnten, bewertet und genehmigt wird?
A) Dienstkonfigurationsverwaltung
B) Aktivierung ändern
C) Bereitstellungsverwaltung
D) Release-Verwaltung
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: A | Question # 3 Answer: A | Question # 4 Answer: B | Question # 5 Answer: B |
