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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Key Concepts of Service Management | - Services and service relationships - Value, outcomes, costs, and risks |
| ITIL Service Value System (SVS) | - Continual improvement - Service value chain - Guiding principles - Governance |
| ITIL Practices Overview | - General management practices (e.g., incident, change, problem management) - Technical management practices - Service management practices |
| The Four Dimensions of Service Management | - Value streams and processes - Partners and suppliers - Organizations and people - Information and technology |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
Question 1
Welche Fähigkeit ist ein wesentlicher Bestandteil der Praxis des „Service Level Managements“?
A. Technisches Wissen
B. Problemanalyse
C. Diagnose
D. Zuhören
Question 2
Was trägt dazu bei, die Erfüllung von Serviceanfragen zu optimieren?
A. Erstellen neuer Workflows für jede Serviceanfrage
B. Verstehen, welche Serviceanfragen mit eingeschränkten Genehmigungen erfüllt werden können
C. Eliminierung von Serviceanfragen mit komplexen Workflows
D. Trennung von Anfragen im Zusammenhang mit Serviceausfällen von Anfragen im Zusammenhang mit der Verschlechterung von Services
Question 3
Was sollte verwendet werden, um die Erwartungen der Benutzer hinsichtlich der Erfüllungszeiten von Anfragen festzulegen?
A. Die Zeit, die realistischerweise benötigt wird, um den Service zu erbringen
B. Die vom Kunden angegebene Zeit für die Leistungserbringung
C. Die Service-Levels des Lieferanten
D. Die Verbrauchernachfrage nach dem Service
Question 4
Welche Maßnahmen ergreift ein Service Desk bei allen Problemen, Fragen und Anforderungen, die ihm gemeldet werden?
A. Diagnostizieren, untersuchen, lösen
B. Anerkennen, klassifizieren, besitzen
C. Planen, bewerten, autorisieren
D. Initiieren, genehmigen, erfüllen
Question 5
Identifizieren Sie das fehlende Wort im folgenden Satz.
Die Verwendung von [?] sollte die Beobachtungen bei der Anwendung des Leitprinzips „Starten Sie dort, wo Sie sind“ unterstützen und nicht ersetzen.
A. Messung
B. Werkzeuge
C. Pläne
D. Prozess
Solutions:
| Question 1 Answer: D | Question 2 Answer: B | Question 3 Answer: A | Question 4 Answer: D | Question 5 Answer: A |
