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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Understand the four dimensions of service management | - Describe the four dimensions: Organizations and People, Information and Technology, Partners and Suppliers, Value Streams and Processes |
| 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 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 |
| 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 |
| Know the purpose and key terms of selected ITIL practices | - Describe the purpose of selected practices
|
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
1. Was ist eine Empfehlung des Leitprinzips „Wertorientierung“?
A) Konzentrieren Sie sich bei jedem Schritt der Verbesserung auf den Wert
B) Machen Sie die Fokussierung auf den Wert zur Verantwortung des Managements
C) Konzentrieren Sie sich zunächst auf den Wert neuer und bedeutender Projekte
D) Konzentrieren Sie sich zuerst auf den Wert für den Dienstanbieter
2. Welche Aussage zum Ergebnis ist RICHTIG?
A) Ergebnisse geben den Servicekonsumenten Sicherheit hinsichtlich der Produkte oder Dienstleistungen
B) Ergebnisse helfen einem Servicekonsumenten, die Kosten einer bestimmten Aktivität einzuschätzen
C) Ergebnisse nutzen Aktivitäten, um materielle oder immaterielle Leistungen zu erbringen
D) Ergebnisse hängen von den Leistungen ab, die einem Stakeholder Ergebnisse liefern
3. Welche Vorgehensweise hat den Zweck, Risiken für Vertraulichkeit, Integrität und Verfügbarkeit zu managen?
A) Problemmanagement
B) Informationssicherheitsmanagement
C) Dienstkonfigurationsverwaltung
D) Aktivierung ändern
4. Welche Aussage zu den „vier Ps“ des Servicedesigns ist RICHTIG?
A) Produkte bezieht sich auf Hersteller und Metriken
B) Partner bezieht sich auf Lieferanten und Verkäufer
C) „Menschen“ bezieht sich auf Technologie und Werkzeuge
D) Prozesse beziehen sich auf Fähigkeiten und Schulungen
5. Welche Aktivität erfasst den Bedarf an Vorfallslösungen und Serviceanfragen?
A) Problemmanagement
B) Servicedesk
C) Servicekatalogverwaltung
D) Änderungskontrolle
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: D | Question # 3 Answer: B | Question # 4 Answer: B | Question # 5 Answer: B |
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