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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Understand the key concepts of service management | - Describe the key concepts of creating value with services - Describe the key concepts of service relationships - Recall the definition of: service, utility, warranty, customer, user, service management, sponsor |
| 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 |
| Know the purpose and key terms of selected ITIL practices | - Describe the purpose of selected practices
|
| Understand how the ITIL practices contribute to the service value chain | - Explain the role of selected practices in the service value chain |
| 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 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 |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
1. Welche Praxis empfiehlt den Einsatz ereignisbasierter Umfragen zur Erfassung von Kundenfeedback?
A) Aktivierung ändern
B) Service-Level-Management
C) Serviceanforderungsverwaltung
D) Problemmanagement
2. Zu den Zielen welcher Vorgehensweise gehört die Schaffung engerer, kooperativerer Beziehungen?
A) Release-Verwaltung
B) Lieferantenmanagement
C) Dienstkonfigurationsverwaltung
D) Informationssicherheitsmanagement
3. Aus welchen drei Elementen besteht das Serviceportfolio?
A) Service-Pipeline, Konfigurationsmanagementsystem und Servicekatalog
B) Kundenportfolio, Servicekatalog und eingestellte Services
C) Service-Pipeline, Service-Katalog und eingestellte Services
D) Kundenportfolio, Konfigurationsmanagementsystem und Servicekatalog
4. Dazu gehören Governance, Managementpraktiken und kontinuierliche Verbesserung?
A) Die Dimension „Wertstrom und Prozesse“
B) Das Leitprinzip „Konzentration auf den Wert“
C) Die Wertschöpfungskettenaktivität „Liefern und Unterstützen“
D) Das Service-Wertesystem
5. Was ist der Zweck der Problemmanagement-Praxis?
A) Die Wahrscheinlichkeit und die Auswirkungen von Vorfällen verringern, indem tatsächliche und potenzielle Ursachen von Vorfällen ermittelt und Workarounds und bekannte Fehler verwaltet werden.
B) Die Praktiken und Dienstleistungen der Organisation an die sich ändernden Geschäftsanforderungen anzupassen, indem wir die Dienstleistungen kontinuierlich identifizieren und verbessern
C) Zum Schutz der Informationen, die das Unternehmen zur Ausübung seiner Geschäftstätigkeit benötigt
D) Minimieren Sie die negativen Auswirkungen von Vorfällen, indem Sie den normalen Servicebetrieb so schnell wie möglich wiederherstellen
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: C | Question # 4 Answer: D | Question # 5 Answer: A |
