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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Know the purpose and key terms of selected ITIL practices | - Describe the purpose of selected practices
|
| Topic 2: 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 |
| Topic 3: Understand how the ITIL guiding principles can help an organization adopt and adapt service management | - Describe the nature, use and interaction of the guiding principles - Explain the use of the guiding principles |
| Topic 4: Understand the purpose and components of the ITIL service value system | - Describe the ITIL service value system |
| Topic 5: Understand how the ITIL practices contribute to the service value chain | - Explain the role of selected practices in the service value chain |
| Topic 6: 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 |
| Topic 7: 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 der Zweck der Problemmanagement-Praxis?
A) Minimieren Sie die negativen Auswirkungen von Vorfällen, indem Sie den normalen Servicebetrieb so schnell wie möglich wiederherstellen
B) Die Wahrscheinlichkeit und die Auswirkungen von Vorfällen verringern, indem tatsächliche und potenzielle Ursachen von Vorfällen ermittelt und Workarounds und bekannte Fehler verwaltet werden.
C) Die Praktiken und Dienstleistungen der Organisation an die sich ändernden Geschäftsanforderungen anzupassen, indem wir die Dienstleistungen kontinuierlich identifizieren und verbessern
D) Zum Schutz der Informationen, die das Unternehmen zur Ausübung seiner Geschäftstätigkeit benötigt
2. Welche ist die WICHTIGSTE Interessengruppe, mit der ein Dienstanbieter zusammenarbeiten muss?
A) Lieferanten
B) Kunden
C) Kundenbetreuer
D) Entwickler
3. Welche Praxis ist für die Probleme, Fragen und Anforderungen der Benutzer zuständig und verwaltet diese?
A) Vorfallmanagement
B) Servicedesk
C) Problemmanagement
D) Änderungskontrolle
4. Welche Dimension berücksichtigt, wie Wissensgüter geschützt werden sollten?
A) Wertströme und Prozesse
B) Organisationen und Personen
C) Partner und Lieferanten
D) Information und Technologie
5. Was wird als Serviceanfrage behandelt?
A) Eine Notfalländerung zur Implementierung eines Sicherheitspatches
B) Ein Kompliment über ein IT-Supportteam
C) Der Ausfall eines IT-Dienstes
D) Eine Untersuchung zur Ermittlung der Ursache eines Vorfalls
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: B | Question # 4 Answer: D | Question # 5 Answer: C |
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