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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: ITIL Practices Overview | - General management practices (e.g., incident, change, problem management) - Technical management practices - Service management practices |
| Topic 2: The Four Dimensions of Service Management | - Partners and suppliers - Value streams and processes - Organizations and people - Information and technology |
| Topic 3: ITIL Service Value System (SVS) | - Service value chain - Continual improvement - Guiding principles - Governance |
| Topic 4: Key Concepts of Service Management | - Services and service relationships - Value, outcomes, costs, and risks |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
1. Welche Service-Wertschöpfungskettenaktivität befasst sich mit dem Kauf neuer Produkte?
A) Verbessern
B) Einbinden
C) Erhalten/Erstellen
D) Plan
2. Welche Dimension des Servicemanagements berücksichtigt die Arbeitsabläufe und Kontrollen, die zur Bereitstellung von Services erforderlich sind?
A) Wertströme und Prozesse
B) Organisation und Menschen
C) Information und Technologie
D) Partner und Lieferanten
3. Was ist bezüglich der Änderungsautorisierung RICHTIG?
A) Die Chance-Autorität stellt sicher, dass Änderungen nach ihrer Bereitstellung autorisiert werden
B) Bei jeder Anforderung einer Standardänderung wird eine Änderungsautorität zugewiesen.
C) Notfalländerungen werden vom Techniker autorisiert, der die Änderung vornimmt
D) Die Zuweisung der Änderungsberechtigung erfolgt auf Basis der Gebührenart und des Gebührenmodells
4. Welche Wertschöpfungskettenaktivität gewährleistet ein gemeinsames Verständnis des aktuellen Status und der erforderlichen Ausrichtung für alle Produkte und Dienstleistungen?
A) Verbessern
B) Design und Übergang
C) Plan
D) Liefern und unterstützen
5. Was ist der Zweck des Service Level Managements?
A) Um Verbesserungsideen von der Identifizierung bis zur endgültigen Umsetzung zu verfolgen und zu verwalten, verwenden Organisationen eine Datenbank oder ein strukturiertes Dokument, das als kontinuierliches Verbesserungsregister (Continuous Improvement Register, CIR) bezeichnet wird.
B) Um sicherzustellen, dass alle aktuellen und geplanten IT-Services gemäß den vereinbarten, erreichbaren Zielen bereitgestellt werden.
C) Die Verbindungen zwischen der Organisation und ihren Stakeholdern auf strategischer und taktischer Ebene herstellen und pflegen.
D) Um eine Aktivität zu erhalten/erstellen, die sicherstellt, dass die Servicekomponenten verfügbar sind, wann und wo sie benötigt werden, und die vereinbarten Spezifikationen erfüllen.
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: A | Question # 3 Answer: D | Question # 4 Answer: C | Question # 5 Answer: B |
