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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: ITIL Service Value System (SVS) | - Service value chain - Continual improvement - Guiding principles - Governance |
| Topic 2: The Four Dimensions of Service Management | - Partners and suppliers - Value streams and processes - Organizations and people - Information and technology |
| Topic 3: Key Concepts of Service Management | - Services and service relationships - Value, outcomes, costs, and risks |
| Topic 4: ITIL Practices Overview | - Technical management practices - General management practices (e.g., incident, change, problem management) - Service management practices |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
Question #1
Welche Vorgehensweise würde einem Benutzer helfen, Zugriff auf eine Anwendung zu erhalten, die er verwenden muss?
A. Service-Level-Management
B. Dienstkonfigurationsverwaltung
C. Aktivierung ändern
D. Serviceanforderungsverwaltung
Question #2
Was versteht man unter einer ungeplanten Unterbrechung oder Qualitätsminderung einer Dienstleistung?
A. Ein Vorfall
B. Ein Problem
C. Ein Ereignis
D. Eine Änderung
Question #3
Welche Art von Änderung wird am ehesten als Serviceanfrage verwaltet?
A. Eine Standardänderung
B. Eine organisatorische Änderung
C. Eine normale Änderung
D. Eine Notfalländerung
Question #4
Welches sind die Elemente der Prozesssteuerung?
A. Eingänge, Ausgänge und Trigger
B. Prozessverantwortlicher, Richtlinien und Ziele
C. Arbeitsanweisungen, Verfahren und Rollen
D. Ressourcen, Fähigkeiten und Metriken
Question #5
Welche Elemente umfasst das Service-Wertesystem?
A. Governance, Service-Wertschöpfungskette, Praktiken
B. Servicebereitstellung, Servicenutzung, Servicebeziehungsmanagement
C. Ergebnisse, Nutzen, Garantie
D. Kundenwert, Stakeholderwert, Organisation
Solutions:
| Question #1 Answer: C | Question #2 Answer: A | Question #3 Answer: C | Question #4 Answer: B | Question #5 Answer: A |
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