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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Understand the purpose and components of the ITIL service value system | - Describe the ITIL service value system |
| Know the purpose and key terms of selected ITIL practices | - Describe the purpose of selected practices
|
| 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 |
| 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 how the ITIL practices contribute to the service value chain | - Explain the role of selected practices in the service value chain |
| 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 four dimensions of service management | - Describe the four dimensions: Organizations and People, Information and Technology, Partners and Suppliers, Value Streams and Processes |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
1. Was ist eine Lieferantenkategorie?
A) Ware
B) Kunde
C) Technisch
D) Ressource
2. Wann sollte die Wirksamkeit einer Problemumgehung beurteilt werden?
A) Immer wenn das Problem gelöst ist
B) Immer wenn das Problem priorisiert wird
C) Immer wenn der Workaround zu einem bekannten Fehler wird
D) Immer wenn der Workaround verwendet wird
3. Welche Vorgehensweise ermittelt Kennzahlen, die die Kundenerfahrung mit einem Service widerspiegeln?
A) Problemmanagement
B) Servicedesk
C) Kontinuierliche Verbesserung
D) Service-Level-Management
4. Welche Vorgehensweise würde einem Benutzer helfen, Zugriff auf eine Anwendung zu erhalten, die er verwenden muss?
A) Dienstkonfigurationsverwaltung
B) Serviceanforderungsverwaltung
C) Aktivierung ändern
D) Service-Level-Management
5. Welche ZWEI sind wichtige Aspekte der Praxis des „Service Request Managements“?
1.Standardisierung und Automatisierung
2. Bereitstellung verschiedener Zugangskanäle
3. Schaffung einer gemeinsamen Zielvorstellung
4.Richtlinien für Genehmigungen
A) 1 und 2
B) 3 und 4
C) 1 und 4
D) 2 und 3
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: D | Question # 3 Answer: D | Question # 4 Answer: C | Question # 5 Answer: C |
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