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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Key Concepts of Service Management | - Services and service relationships - Value, outcomes, costs, and risks |
| Topic 2: The Four Dimensions of Service Management | - Information and technology - Value streams and processes - Partners and suppliers - Organizations and people |
| Topic 3: ITIL Practices Overview | - Service management practices - Technical management practices - General management practices (e.g., incident, change, problem management) |
| Topic 4: ITIL Service Value System (SVS) | - Guiding principles - Continual improvement - Service value chain - Governance |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
1. Welcher Leitsatz beschreibt, wie wichtig es ist, etwas zu tun, anstatt lange verschiedene Optionen zu analysieren?
A) Iterativer Fortschritt mit Feedback
B) Optimieren und automatisieren
C) Fokus auf Wert
D) Beginnen Sie dort, wo Sie sind
2. Welche der folgenden Optionen können für den Zugriff auf Service Desks verwendet werden?
A) E-Mail
B) Telefonanrufe
C) Text- und Social-Media-Nachrichten
D) Alle oben genannten
3. Welche ITIL-Praxis hat den Zweck, die Wahrscheinlichkeit von Vorfällen zu verringern?
A) Kontinuierliche Verbesserung
B) Servicedesk
C) Problemmanagement
D) Änderungskontrolle
4. Wann sollte die Wirksamkeit einer Problemumgehung beurteilt werden?
A) Immer wenn der Workaround verwendet wird
B) Immer wenn das Problem gelöst ist
C) Immer wenn der Workaround zu einem bekannten Fehler wird
D) Immer wenn das Problem priorisiert wird
5. Warum sollte ein Service Level Manager regelmäßige Service Reviews durchführen?
A) Um sicherzustellen, dass Vereinbarungen einfach formuliert und leicht verständlich sind
B) Um eine kontinuierliche Verbesserung der Dienste sicherzustellen, sodass sie den sich entwickelnden Bedürfnissen der Dienstnutzer gerecht werden
C) Zum Erfassen von Informationen zu Serviceproblemen und zur Leistung im Vergleich zu vereinbarten Zielen
D) Zum Sammeln von Informationen über die Ziele und Vorgaben der Service-Konsumenten
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: D | Question # 3 Answer: C | Question # 4 Answer: A | Question # 5 Answer: C |
