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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Key Concepts of Service Management | 12% | - Value, value co-creation, service, service management - Products and services, service offerings - Stakeholders: customers, users, sponsors, providers |
| Guiding Principles | 18% | - Progress iteratively with feedback - Optimize and automate - Keep it simple and practical - Think and work holistically - Start where you are - Focus on value - Collaborate and promote visibility |
| Service Value Chain Activities | 15% | - Obtain/build - Deliver and support - Engage - Improve - Design and transition - Plan |
| ITIL Service Value System | 20% | - Practices - Guiding principles - Service value chain - Continual improvement - Governance |
| Four Dimensions of Service Management | 18% | - Partners and suppliers - Value streams and processes - Organizations and people - Information and technology |
| ITIL Management Practices | 17% | - General management practices
|
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
1. Was beschreibt die Ergebnisse?
A) Konfiguration der Ressourcen einer Organisation
B) Von einem Stakeholder gewünschte Ergebnisse
C) Von einem Produkt oder einer Dienstleistung angebotene Funktionalität
D) Materielle oder immaterielle Leistungen
2. Welche Rolle wäre für jemanden mit viel Erfahrung in der IT- und Geschäftswelt am BESTEN geeignet?
Sie verfügen außerdem über Erfahrung in der Verwaltung von Beziehungen zu verschiedenen Interessengruppen, darunter Lieferanten und Geschäftsführern.
A) Autorität ändern
B) Service-Desk-Agent
C) Problemanalytiker
D) Service-Level-Manager
3. Welche Aussage zu den Ergebnissen ist RICHTIG?
A) Ein Ausgang kann durch ein oder mehrere Ergebnisse aktiviert werden
B) Ergebnisse zeigen, wie der Dienst funktioniert
C) Ein Ergebnis kann durch mehr als einen Ausgang ermöglicht werden
D) Ein Ergebnis ist eine greifbare oder immaterielle Aktivität
4. In welchem Schritt des „Kontinuierlichen Verbesserungsmodells“ wird ein Verbesserungsplan umgesetzt?
A) Sind wir dort angekommen?
B) Was ist die Vision?
C) Wie kommen wir dorthin?
D) Handeln Sie
5. Welches MOST hilft einer Organisation dabei, ITIL-Konzepte so anzupassen, dass sie auf die spezifischen Umstände der Organisation anwendbar sind?
A) Service-Wertschöpfungskette
B) Kontinuierliche Verbesserung
C) Leitprinzipien
D) Praktiken
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: D | Question # 3 Answer: C | Question # 4 Answer: D | Question # 5 Answer: B |
