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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Four Dimensions of Service Management | 18% | - Value streams and processes - Partners and suppliers - Information and technology - Organizations and people |
| Guiding Principles | 18% | - Optimize and automate - Start where you are - Keep it simple and practical - Progress iteratively with feedback - Think and work holistically - Collaborate and promote visibility - Focus on value |
| Key Concepts of Service Management | 12% | - Value, value co-creation, service, service management - Products and services, service offerings - Stakeholders: customers, users, sponsors, providers |
| ITIL Management Practices | 17% | - Service management practices
|
| ITIL Service Value System | 20% | - Governance - Practices - Service value chain - Guiding principles - Continual improvement |
| Service Value Chain Activities | 15% | - Plan - Obtain/build - Deliver and support - Engage - Design and transition - Improve |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
1. Welche Aussage zu Serviceanfragen ist RICHTIG?
A) Serviceanfragen erfordern Workflows, die manuelle Verfahren verwenden und Automatisierung vermeiden sollten
B) Serviceanfragen werden in der Regel mithilfe von Standardverfahren für die Einleitung, Genehmigung und Erfüllung formalisiert.
C) Komplexe Serviceanfragen sollten als normale Änderungen behandelt werden
D) Serviceanfragen, die einfache Arbeitsabläufe erfordern, sollten als Vorfälle behandelt werden
2. Welche Dimension umfasst das für das Management von Dienstleistungen erforderliche Wissen?
A) Partner und Lieferanten
B) Information und Technologie
C) Organisationen und Personen
D) Wertströme und Prozesse
3. Welche Vorgehensweise behandelt alle vordefinierten, vom Benutzer initiierten Serviceaktionen?
A) Service-Level-Management
B) Vorfallmanagement
C) Serviceanforderungsverwaltung
D) Bereitstellungsverwaltung
4. Wozu dient ein Änderungsplan?
A) Zur Unterstützung der Autorisierung von Standardänderungen
B) Zur Unterstützung der Zuweisung einer Änderungsautorität
C) Zur Unterstützung bei der Planung von Notfalländerungen
D) Zur Unterstützung bei der Bewältigung normaler Änderungen
5. Was kann helfen, den Widerstand gegen eine geplante Verbesserung bei der Anwendung des Leitbildes zu verringern?
„Zusammenarbeiten und Sichtbarkeit fördern“?
A) Jede Interessengruppe auf die gleiche Weise und mit der gleichen Kommunikation einbeziehen.
B) Verbesserung durch verstärkte Zusammenarbeit und Sichtbarkeit.
C) Einbeziehung der Kunden nach Abschluss aller Planungen.
D) Informationen über die Verbesserung werden nur den wesentlichen Beteiligten zugänglich gemacht.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: C | Question # 3 Answer: C | Question # 4 Answer: D | Question # 5 Answer: C |
