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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Understand how the ITIL practices contribute to the service value chain | - Explain the role of selected practices in the service value chain |
| Understand the four dimensions of service management | - Describe the four dimensions: Organizations and People, Information and Technology, Partners and Suppliers, Value Streams and Processes |
| 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 |
| Understand the key concepts of service management | - Recall the definition of: service, utility, warranty, customer, user, service management, sponsor - Describe the key concepts of service relationships - Describe the key concepts of creating value with services |
| 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 |
| Know the purpose and key terms of selected ITIL practices | - Define key terms for selected practices - Describe the purpose of selected practices
|
| Understand the purpose and components of the ITIL service value system | - Describe the ITIL service value system |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
Welche ITIL-Praxis empfiehlt die Durchführung von Serviceüberprüfungen, um sicherzustellen, dass die Services weiterhin den Anforderungen der Organisation entsprechen?
- A. Serviceanforderungsverwaltung
- B. Dienstkonfigurationsverwaltung
- C. Service-Level-Management
- D. Servicedesk
Correct Answer: C 🗳️
Welche Praxis hat einen starken Einfluss auf die Benutzererfahrung und Wahrnehmung des Dienstanbieters?
- A. Aktivierung ändern
- B. Lieferantenmanagement
- C. Service-Level-Management
- D. Servicedesk
Correct Answer: C 🗳️
Warum sollten einige Serviceanfragen ohne zusätzliche Genehmigungen erfüllt werden?
- A. Um die Erwartungen der Benutzer hinsichtlich der Erfüllungszeiten festzulegen
- B. Um sicherzustellen, dass die Anforderungen an die Informationssicherheit erfüllt werden
- C. Zur Optimierung des Fulfillment-Workflows
- D. Um sicherzustellen, dass die Ausgaben ordnungsgemäß abgerechnet werden
Correct Answer: C 🗳️
Welche Praxis nutzt Methoden aus Lean, Agile und DevOps?
- A. Problemmanagement
- B. Kontinuierliche Verbesserung
- C. Vorfallmanagement
- D. Servicedesk
Correct Answer: B 🗳️
Wovon hängt die Praxis des „Service Request Managements“ für maximale Effizienz ab?
- A. Komplimente und Beschwerden
- B. Vorfallmanagement
- C. Prozesse und Verfahren
- D. Self-Service-Tools
Correct Answer: C 🗳️
