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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 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 |
| 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 | - Explain the use of the guiding principles - Describe the nature, use and interaction of the guiding principles |
| Know the purpose and key terms of selected ITIL practices | - Define key terms for selected practices - Describe the purpose of selected practices
|
| Understand the key concepts of service management | - Describe the key concepts of creating value with services - Recall the definition of: service, utility, warranty, customer, user, service management, sponsor - Describe the key concepts of service relationships |
| 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:
1. Was ist der Zweck des Service Level Managements?
A) Die Verbindungen zwischen der Organisation und ihren Stakeholdern auf strategischer und taktischer Ebene herstellen und pflegen.
B) Um Verbesserungsideen von der Identifizierung bis zur endgültigen Umsetzung zu verfolgen und zu verwalten, verwenden Organisationen eine Datenbank oder ein strukturiertes Dokument, das als kontinuierliches Verbesserungsregister (Continuous Improvement Register, CIR) bezeichnet wird.
C) Um eine Aktivität zu erhalten/erstellen, die sicherstellt, dass die Servicekomponenten verfügbar sind, wann und wo sie benötigt werden, und die vereinbarten Spezifikationen erfüllen.
D) Um sicherzustellen, dass alle aktuellen und geplanten IT-Services gemäß den vereinbarten, erreichbaren Zielen bereitgestellt werden.
2. In welchem Fall würde ein Problem protokolliert?
A) Wenn ein Benutzer eine ungeplante Dienstunterbrechung meldet
B) Wenn die Ursache identifiziert, aber nicht behoben wurde
C) Alter eine Problemumgehung identifiziert und dokumentiert
D) Nach Analyse der Fehlerinformationen eines Lieferanten
3. Welches Leitprinzip befasst sich IN ERSTER LINIE mit dem Umsatz und Wachstum des Verbrauchers?
A) Iterativer Fortschritt mit Feedback
B) Optimieren und automatisieren
C) Halten Sie es einfach und praktisch
D) Fokus auf Wert
4. Welches kann als Betriebsmodell für eine Organisation dienen?
A) Die ITIL-Leitprinzipien
B) Die vier Dimensionen des Servicemanagements
C) Kontinuierliche Verbesserung
D) Die Service-Wertschöpfungskette
5. Welches davon sollte als Problem protokolliert und behandelt werden?
A) Trendanalyse zeigt eine große Anzahl ähnlicher Vorfälle
B) Ein Benutzer fordert die Lieferung eines Laptops an
C) Ein Überwachungstool erkennt eine Statusänderung für einen Dienst
D) „Kontinuierliche Verbesserung“ muss eine Verbesserungsmöglichkeit priorisieren
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: B | Question # 3 Answer: D | Question # 4 Answer: D | Question # 5 Answer: A |





