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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| 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 purpose and components of the ITIL service value system | - Describe the ITIL service value system |
| 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 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 key concepts of service management | - Describe the key concepts of creating value with services - Recall the definition of: service, utility, warranty, customer, user, service management, sponsor - Describe the key concepts of service relationships |
| 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 |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
1. Welche ZWEI beschreiben die Leitprinzipien am BESTEN?
* Kurzfristig
* Normen
* Empfehlungen
* Langfristig
A) 2 und 3
B) 3 und 4
C) 1 und 4
D) 1 und 2
2. Welche Empfehlung gibt es zum Leitsatz „Ganzheitlich denken und arbeiten“?
A) Überprüfen Sie, wie eine Verbesserungsinitiative in kleinere, überschaubare Abschnitte unterteilt werden kann, die zeitnah abgeschlossen werden können
B) Überprüfen Sie die Service-Management-Praktiken und beseitigen Sie unnötige Komplexität
C) Nutzen Sie die vier Dimensionen des Servicemanagements, um die Koordination aller Aspekte einer Verbesserungsinitiative sicherzustellen
D) Führen Sie eine Überprüfung der vorhandenen Service-Management-Praktiken durch und entscheiden Sie, was beibehalten und was verworfen werden soll
3. Welche „Service Level Management“-Aktivität hilft den Mitarbeitern, einen stärker geschäftsorientierten Service zu bieten?
A) Erstellen von Zielen basierend auf dem Prozentsatz der Betriebszeit eines Dienstes
B) Die laufenden Anforderungen der Kunden verstehen
C) Verwendung komplexer technischer Terminologie in Service Level Agreements (SLAs)
D) Messung von Betriebsaktivitäten auf niedriger Ebene
4. Welche Vorgehensweise sorgt für Transparenz bei den Services der Organisation, indem sie die Serviceleistung erfasst und darüber berichtet?
A) Serviceanforderungsverwaltung
B) Dienstkonfigurationsverwaltung
C) Service-Level-Management
D) Servicedesk
5. Welche Aktivität erfasst den Bedarf an Vorfallslösungen und Serviceanfragen?
A) Problemmanagement
B) Änderungskontrolle
C) Servicekatalogverwaltung
D) Servicedesk
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: C | Question # 3 Answer: B | Question # 4 Answer: C | Question # 5 Answer: D |
