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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Guiding Principles | 18% | - Focus on value - Collaborate and promote visibility - Progress iteratively with feedback - Start where you are - Optimize and automate - Think and work holistically - Keep it simple and practical |
| Topic 2: Service Value Chain Activities | 15% | - Engage - Plan - Improve - Deliver and support - Obtain/build - Design and transition |
| Topic 3: ITIL Service Value System | 20% | - Continual improvement - Governance - Guiding principles - Practices - Service value chain |
| Topic 4: Key Concepts of Service Management | 12% | - Stakeholders: customers, users, sponsors, providers - Value, value co-creation, service, service management - Products and services, service offerings |
| Topic 5: Four Dimensions of Service Management | 18% | - Information and technology - Partners and suppliers - Value streams and processes - Organizations and people |
| Topic 6: ITIL Management Practices | 17% | - General management practices
|
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
1. Was empfiehlt der Leitsatz „Iterativ mit Feedback voranschreiten“?
A) Eine Ist-Zustandsbewertung, die zu Beginn einer Verbesserungsinitiative durchgeführt wird
B) Eine Einschätzung, wie sich alle Teile einer Organisation auf eine Verbesserungsinitiative auswirken
C) Die Identifizierung aller interessierten Teile zu Beginn einer Verbesserungsinitiative
D) Eine Verbesserungsinitiative, die in mehrere überschaubare Abschnitte unterteilt ist
2. Welche Vorgehensweise wäre bei der Bewertung des Risikos für Dienstleistungen am WICHTIGSTEN, wenn ein Lieferant den Vertrag ändert, den er der Organisation anbietet?
A) Serviceanforderungsverwaltung
B) Vorfallmanagement
C) Aktivierung ändern
D) Service-Level-Management
3. Was ist ein Input für das Service-Wertesystem?
A) Ein Modell, das dabei hilft, die Erwartungen der Stakeholder zu erfüllen
B) Das System zur Leitung und Kontrolle einer Organisation
C) Ein Bedarf der Verbraucher an neuen oder geänderten Diensten
D) Empfehlungen, die einer Organisation in allen Aspekten ihrer Arbeit helfen
4. Welches ITIL-Leitprinzip empfiehlt die Verwendung vorhandener Dienste, Prozesse und Tools bei der Verbesserung von Diensten?
A) Keep ist einfach und praktisch
B) Iterativer Fortschritt mit Feedback
C) Fokus auf Wert
D) Beginnen Sie dort, wo Sie sind
5. Mit welchem Begriff wird die Funktionalität eines Dienstes beschrieben?
A) Garantie
B) Dienstprogramm
C) Ausgabe
D) Ergebnis
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: D | Question # 3 Answer: A | Question # 4 Answer: D | Question # 5 Answer: C |
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