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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Guiding Principles | 18% | - Progress iteratively with feedback - Focus on value - Start where you are - Keep it simple and practical - Collaborate and promote visibility - Think and work holistically - Optimize and automate |
| ITIL Management Practices | 17% | - Service management practices
|
| Service Value Chain Activities | 15% | - Engage - Plan - Design and transition - Improve - Deliver and support - Obtain/build |
| Key Concepts of Service Management | 12% | - Value, value co-creation, service, service management - Products and services, service offerings - Stakeholders: customers, users, sponsors, providers |
| Four Dimensions of Service Management | 18% | - Partners and suppliers - Information and technology - Value streams and processes - Organizations and people |
| ITIL Service Value System | 20% | - Continual improvement - Governance - Guiding principles - Service value chain - Practices |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
1. Welche Aussage zu den Ergebnissen ist RICHTIG?
A) Ergebnisse nutzen Aktivitäten, um materielle oder immaterielle Leistungen zu erbringen.
B) Ergebnisse geben Servicekonsumenten Sicherheit hinsichtlich der Produkte oder Dienstleistungen
C) Ergebnisse hängen davon ab, dass die Ergebnisse für einen Stakeholder erbracht werden.
D) Ergebnisse helfen einem Servicekonsumenten, die Kosten einer bestimmten Aktivität einzuschätzen
2. Welche Aussage zur Service-Wertschöpfungskette ist RICHTIG?
A) Jede Wertschöpfungskettenaktivität verwendet unterschiedliche Kombinationen von Praktiken, um Inputs in Outputs umzuwandeln
B) Die Service-Wertschöpfungskette verwendet Wertströme, um eine Kombination aus Verbrauchern und Anbietern zu beschreiben
C) Die Service-Wertschöpfungskette wandelt Wert in Nachfrage um
D) Jede Wertschöpfungskettenaktivität identifiziert einen Bedarf an Ressourcen von einem externen Lieferanten
3. Wann sollte die Wirksamkeit einer Problemumgehung beurteilt werden?
A) Immer wenn der Workaround verwendet wird
B) Immer wenn der Workaround zu einem bekannten Fehler wird
C) Immer wenn das Problem priorisiert wird
D) Immer wenn das Problem gelöst ist
4. Welche Dimension konzentriert sich auf Beziehungen zu anderen Organisationen, die an der Gestaltung, Entwicklung, Bereitstellung und Erbringung von Diensten beteiligt sind?
A) Information und Technologie
B) Wertströme und Prozesse
C) Partner und Lieferanten
D) Organisationen und Personen
5. Welches Leitprinzip berücksichtigt, wie die Schritte eines Prozesses möglichst effizient durchgeführt werden können?
A) Optimieren und automatisieren
B) Fokus auf Wert
C) Ganzheitlich denken und arbeiten
D) Beginnen Sie dort, wo Sie sind
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: A | Question # 3 Answer: A | Question # 4 Answer: C | Question # 5 Answer: A |
