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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Four Dimensions of Service Management | 18% | - Partners and suppliers - Value streams and processes - Information and technology - Organizations and people |
| Topic 2: ITIL Management Practices | 17% | - Technical management practices
|
| Topic 3: ITIL Service Value System | 20% | - Continual improvement - Guiding principles - Practices - Governance - Service value chain |
| Topic 4: Service Value Chain Activities | 15% | - Improve - Obtain/build - Engage - Design and transition - Deliver and support - Plan |
| Topic 5: Key Concepts of Service Management | 12% | - Stakeholders: customers, users, sponsors, providers - Value, value co-creation, service, service management - Products and services, service offerings |
| Topic 6: Guiding Principles | 18% | - Focus on value - Keep it simple and practical - Think and work holistically - Collaborate and promote visibility - Progress iteratively with feedback - Optimize and automate - Start where you are |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
Question #1
Welche Praxis braucht Menschen, die komplexe Systeme verstehen und über kreative und analytische Fähigkeiten verfügen?
A. Problemmanagement
B. Serviceanforderungsverwaltung
C. Aktivierung ändern
D. Service-Level-Management
Question #2
Was sollte bei der Anwendung des Leitprinzips „Wertorientierung“ zuerst getan werden?
A. Bestimmen Sie, wer in jeder Situation der Servicekonsument ist
B. Identifizieren Sie alle an der Dienstleistung beteiligten Lieferanten und Partner
C. Identifizieren Sie die Ergebnisse, die der Dienst ermöglicht
D. Bestimmen Sie die Kosten für die Bereitstellung des Dienstes
Question #3
Was ist eine Lieferantenkategorie?
A. Ware
B. Kunde
C. Technisch
D. Ressource
Question #4
Welche Vorgehensweise hat den Zweck, die Beobachtung eines Dienstes zur Meldung ausgewählter, als Ereignisse identifizierter Zustandsänderungen einzuschließen?
A. Überwachung und Ereignisverwaltung
B. Änderungskontrolle
C. Vorfallmanagement
D. Informationssicherheitsmanagement
Question #5
Was ist eine Ausgabe?
A. Etwas, das durch die Durchführung einer Aktivität erstellt wurde
B. Ein mögliches Ereignis, das Schaden oder Verlust verursachen könnte
C. Eine Zustandsänderung, die für die Verwaltung eines Konfigurationselements von Bedeutung ist
D. Ein Ergebnis für einen Stakeholder
Solutions:
| Question #1 Correct Answer: A | Question #2 Correct Answer: A | Question #3 Correct Answer: D | Question #4 Correct Answer: D | Question #5 Correct Answer: A |
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