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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Understand the key concepts of service management | - Describe the key concepts of service relationships - Recall the definition of: service, utility, warranty, customer, user, service management, sponsor - Describe the key concepts of creating value with services |
| Understand the purpose and components of the ITIL service value system | - Describe the ITIL service value system |
| Understand how the ITIL guiding principles can help an organization adopt and adapt service management | - Explain the use of the guiding principles - Describe the nature, use and interaction of the guiding principles |
| Understand the activities of the service value chain, and how they interconnect | - Describe the interconnected nature of the service value chain and its activities: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support |
| Understand how the ITIL practices contribute to the service value chain | - Explain the role of selected practices in the service value chain |
| Know the purpose and key terms of selected ITIL practices | - Define key terms for selected practices - Describe the purpose of selected practices
|
| Understand the four dimensions of service management | - Describe the four dimensions: Organizations and People, Information and Technology, Partners and Suppliers, Value Streams and Processes |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
1. Welches ist eine Aktivität der Problemmanagementpraxis?
A) Lösung von Vorfällen in einer Zeit, die den Kundenerwartungen entspricht
B) Autorisierung von Änderungen zur Behebung der Problemursache.
C) Schnellstmögliche Wiederherstellung des normalen Dienstbetriebs
D) Priorisierung von Problemen basierend auf dem Risiko, das sie darstellen
2. Welche Praxis empfiehlt den Einsatz von Tools zur Zusammenarbeit und zum automatisierten Abgleich von Symptomen?
A) Service-Level-Management
B) Vorfallmanagement
C) Problemmanagement
D) Serviceanforderungsverwaltung
3. Welches davon sollte als Problem protokolliert und behandelt werden?
A) Trendanalyse zeigt eine große Anzahl ähnlicher Vorfälle
B) „Kontinuierliche Verbesserung“ muss eine Verbesserungsmöglichkeit priorisieren
C) Ein Benutzer fordert die Lieferung eines Laptops an
D) Ein Überwachungstool erkennt eine Statusänderung für einen Dienst
4. Was ist ein Zweck der Praxis des „Beziehungsmanagements“?
A) Zum Schutz der Informationen, die das Unternehmen zur Ausübung seiner Geschäftstätigkeit benötigt
B) Zur Identifizierung, Analyse, Überwachung und kontinuierlichen Verbesserung der Verbindungen zu Stakeholdern
C) Als Einstiegspunkt und zentrale Anlaufstelle für den Dienstanbieter mit allen seinen Benutzern
D) Um Services und Servicekomponenten systematisch zu beobachten
5. Welche Dimension konzentriert sich auf Beziehungen zu anderen Organisationen, die an der Gestaltung, Entwicklung, Bereitstellung und Erbringung von Diensten beteiligt sind?
A) Partner und Lieferanten
B) Wertströme und Prozesse
C) Organisationen und Personen
D) Information und Technologie
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: B | Question # 3 Answer: A | Question # 4 Answer: B | Question # 5 Answer: A |
