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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Key Concepts of Service Management | 12% | - Stakeholders: customers, users, sponsors, providers - Products and services, service offerings - Value, value co-creation, service, service management |
| ITIL Management Practices | 17% | - Service management practices
|
| Guiding Principles | 18% | - Collaborate and promote visibility - Think and work holistically - Progress iteratively with feedback - Optimize and automate - Focus on value - Start where you are - Keep it simple and practical |
| Four Dimensions of Service Management | 18% | - Partners and suppliers - Value streams and processes - Information and technology - Organizations and people |
| ITIL Service Value System | 20% | - Service value chain - Guiding principles - Continual improvement - Practices - Governance |
| Service Value Chain Activities | 15% | - Deliver and support - Engage - Obtain/build - Improve - Design and transition - Plan |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
1. Welche Aussage zum Vorfallmanagement ist RICHTIG?
A) Vorfälle mit geringer Auswirkung sollten effizient gelöst werden, um den Ressourcenbedarf zu reduzieren.
B) Vorfälle mit geringer Auswirkung sollten effizient gelöst werden, sodass eine Protokollierung nicht erforderlich ist
C) Vorfälle mit den geringsten Auswirkungen sollten zuerst gelöst werden
D) Die Vorgehensweise beim Vorfallmanagement sollte unabhängig von den Auswirkungen des Vorfalls einen einzigen Prozess verwenden.
2. Welche Vorgehensweise hat einen Zweck, der die Verwaltung der Authentifizierung und Nichtabstreitbarkeit umfasst?
A) IT-Asset-Management
B) Aktivierung ändern
C) Informationssicherheitsmanagement
D) Service-Konfigurationsverwaltung
3. Welche Dimension umfasst ein Workflow-Management-System?
A) Partner und Lieferanten
B) Organisationen und Personen
C) Information und Technologie
D) Wertströme und Prozesse
4. Identifizieren Sie die fehlenden Wörter im folgenden Satz.
Die Praxis des „Vorfallmanagements“ sollte [?] für die Protokollierung und Verwaltung von Vorfällen aufrechterhalten.
A) ein formaler Prozess
B) ein engagiertes Team
C) detaillierte Verfahren
D) eine Wertschöpfungskettenaktivität
5. Was beschreibt die Schritte, die erforderlich sind, um einen bestimmten Dienst zu erstellen und einem Verbraucher bereitzustellen?
A) Serviceverwaltung
B) Praktiken
C) Ein Wertstrom
D) Service-Level-Management
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: C | Question # 3 Answer: D | Question # 4 Answer: C | Question # 5 Answer: C |
