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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: The Four Dimensions of Service Management | - Value streams and processes - Information and technology - Organizations and people - Partners and suppliers |
| Topic 2: ITIL Practices Overview | - General management practices (e.g., incident, change, problem management) - Service management practices - Technical management practices |
| Topic 3: Key Concepts of Service Management | - Value, outcomes, costs, and risks - Services and service relationships |
| Topic 4: ITIL Service Value System (SVS) | - Continual improvement - Governance - Service value chain - Guiding principles |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
1. Mit welchem Begriff wird die Funktionalität eines Dienstes beschrieben?
A) Dienstprogramm
B) Ausgabe
C) Ergebnis
D) Garantie
2. Wofür ist normalerweise ein Team aus Vertretern vieler Interessengruppen erforderlich?
A) Ein neues Problem wird protokolliert
B) Autorisieren einer Notfalländerung
C) Untersuchung eines schwerwiegenden Vorfalls
D) Erfüllen einer Serviceanfrage
3. Welches ist die ERSTE Aktion bei der Optimierung eines Dienstes?
A) Implementieren Sie die Verbesserung
B) Den organisatorischen Kontext verstehen
C) Vereinbaren Sie den zukünftigen Zustand
D) Bewerten Sie den aktuellen Zustand
4. Was hilft direkt bei der Diagnose und Lösung einfacher Vorfälle?
A) Erstellung eines temporären Teams
B) Einsatz von Schichtarbeitsmustern
C) Skripte zum Sammeln von Benutzerinformationen
D) Erfüllung von Serviceanfragen
5. Welche Praxis braucht Menschen, die komplexe Systeme verstehen und über kreative und analytische Fähigkeiten verfügen?
A) Aktivierung ändern
B) Problemmanagement
C) Serviceanforderungsverwaltung
D) Service-Level-Management
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: C | Question # 3 Answer: B | Question # 4 Answer: C | Question # 5 Answer: B |
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