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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: 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 |
| Topic 2: 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 |
| Topic 3: Know the purpose and key terms of selected ITIL practices | - Describe the purpose of selected practices
|
| Topic 4: Understand the four dimensions of service management | - Describe the four dimensions: Organizations and People, Information and Technology, Partners and Suppliers, Value Streams and Processes |
| Topic 5: Understand how the ITIL practices contribute to the service value chain | - Explain the role of selected practices in the service value chain |
| Topic 6: 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 |
| Topic 7: Understand the purpose and components of the ITIL service value system | - Describe the ITIL service value system |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
1. Welche Praxis bietet Benutzern eine Kommunikationsstelle, über die sie betriebliche Probleme, Fragen und Anfragen melden können?
A) Servicedesk
B) Beziehungsmanagement
C) Kontinuierliche Verbesserung
D) Vorfallmanagement
2. Welcher Begriff wird verwendet, um das Entfernen von etwas zu beschreiben, das Auswirkungen auf einen Dienst haben könnte?
A) Eine Änderung
B) Ein Problem
C) Ein Vorfall
D) Ein IT-Asset
3. Welche Aussage zu den Ergebnissen ist RICHTIG?
A) Sie stellen den Dienstanbietern Produkte auf der Grundlage der Ergebnisse zur Verfügung.
B) Die gemeinsame Wertschöpfung für Dienstanbieter durch die Reduzierung von Kosten und Risiken.
C) Sie ermöglichen es Servicekonsumenten, ein gewünschtes Ergebnis zu erzielen.
D) Es handelt sich um Leistungen, die den Servicekonsumenten zur Verfügung gestellt werden.
4. Aus welchen drei Elementen besteht das Serviceportfolio?
A) Kundenportfolio, Servicekatalog und eingestellte Services
B) Kundenportfolio, Konfigurationsmanagementsystem und Servicekatalog
C) Service-Pipeline, Konfigurationsmanagementsystem und Servicekatalog
D) Service-Pipeline, Service-Katalog und eingestellte Services
5. Welches ist das BESTE Beispiel für eine Notfalländerung?
A) Die Implementierung eines Sicherheitspatches für eine kritische Softwareanwendung
B) Eine geplante größere Hardware- und Softwareimplementierung
C) Die Implementierung einer geplanten neuen Version einer Softwareanwendung
D) Ein risikoarmes Computer-Upgrade, das als Serviceanfrage implementiert wird
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: A | Question # 3 Answer: C | Question # 4 Answer: D | Question # 5 Answer: A |
