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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| ITIL Service Value System (SVS) | - Service value chain - Guiding principles - Governance - Continual improvement |
| ITIL Practices Overview | - Service management practices - Technical management practices - General management practices (e.g., incident, change, problem management) |
| Key Concepts of Service Management | - Value, outcomes, costs, and risks - Services and service relationships |
| The Four Dimensions of Service Management | - Value streams and processes - Information and technology - Organizations and people - Partners and suppliers |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
1. Welche zwei Praktiken interagieren am MEISTEN mit der Service Desk-Praxis?
A) Änderungsaktivierung und Vorfallmanagement
B) Serviceanforderungsverwaltung und Bereitstellungsverwaltung
C) Bereitstellungsverwaltung und Änderungsaktivierung
D) Vorfallmanagement und Serviceanforderungsmanagement
2. Welche Aussage zu den Ergebnissen ist RICHTIG?
A) Es handelt sich um Leistungen, die den Servicekonsumenten zur Verfügung gestellt werden.
B) Sie stellen den Dienstanbietern Produkte auf der Grundlage der Ergebnisse zur Verfügung.
C) Sie ermöglichen es Servicekonsumenten, ein gewünschtes Ergebnis zu erzielen.
D) Die gemeinsame Wertschöpfung für Dienstanbieter durch die Reduzierung von Kosten und Risiken.
3. Was beschreibt eine „Änderungsbehörde“?
A) Eine Möglichkeit, die menschlichen Aspekte des Wandels zu bewältigen
B) Eine Person, die eine Änderung genehmigt
C) Ein Tool, das bei der Planung von Änderungen hilft
D) Ein Modell, mit dem bestimmt wird, wer eine Änderung bewertet
4. Was hilft direkt bei der Diagnose und Lösung einfacher Vorfälle?
A) Skripte zum Sammeln von Benutzerinformationen
B) Erfüllung von Serviceanfragen
C) Einsatz von Schichtarbeitsmustern
D) Erstellung eines temporären Teams
5. Welche Praxis wird am ehesten künstliche Intelligenz, robotergestützte Prozessautomatisierung und Chatbots nutzen?
A) Servicedesk
B) Kontinuierliche Verbesserung
C) Problemmanagement
D) Vorfallmanagement
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: C | Question # 3 Answer: C | Question # 4 Answer: A | Question # 5 Answer: A |
