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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Understand how the ITIL guiding principles can help an organization adopt and adapt service management | - Describe the nature, use and interaction of the guiding principles - Explain the use of the guiding principles |
| Understand the purpose and components of the ITIL service value system | - Describe the ITIL service value system |
| 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 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 | - Define key terms for selected practices - Describe the purpose of selected practices
|
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
1. Welche Aussage beschreibt den Wert der Servicestrategie für das Unternehmen am BESTEN?
A) Es ermöglicht höhere Mengen erfolgreicher Änderungen
B) Es reduziert ungeplante Kosten durch optimierte Handhabung von Serviceausfällen
C) Es ermöglicht dem Dienstanbieter zu verstehen, welche Service-Levels zum Erfolg seiner Kunden beitragen
D) Es reduziert die Dauer und Häufigkeit von Dienstausfällen
2. Welche Aussage zu Service Desks ist RICHTIG?
A) Der Service Desk sollte alle technischen Probleme an die Support- und Entwicklungsteams weiterleiten
B) Der Servicedesk sollte von den technischen Supportteams isoliert bleiben
C) Der Servicedesk sollte auf Self-Service-Portale setzen, anstatt die Probleme an Support-Teams weiterzuleiten.
D) Der Service Desk sollte eng mit den Support- und Entwicklungsteams zusammenarbeiten.
3. Welches Leitprinzip betont die Notwendigkeit, den Arbeitsfluss zu verstehen, Engpässe zu erkennen und Verschwendung aufzudecken?
A) Halten Sie es einfach und praktisch
B) Ganzheitlich denken und arbeiten
C) Fokus auf Wert
D) Zusammenarbeiten und Sichtbarkeit fördern
4. Was sollte innerhalb einer Organisation konstant bleiben, auch wenn sich die Ziele der Organisation ändern?
A) Serviceangebote
B) Ausgänge
C) Leitprinzipien
D) Ergebnisse
5. Welche Aussage zu den Ergebnissen ist RICHTIG?
A) Ergebnisse geben den Beteiligten Sicherheit über die Leistung eines Dienstes
B) Ein Ergebnis definiert den Geldbetrag, der für die Technologie eines Dienstes ausgegeben wird
C) Ergebnisse ermöglichen die Lieferung von Produkten an einen Stakeholder
D) Ein Ergebnis hängt von mindestens einem Output ab, um ein Ergebnis zu liefern
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: D | Question # 3 Answer: D | Question # 4 Answer: C | Question # 5 Answer: D |
