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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: ITIL Service Value System (SVS) | - Guiding principles - Continual improvement - Governance - Service value chain |
| Topic 2: ITIL Practices Overview | - General management practices (e.g., incident, change, problem management) - Service management practices - Technical management practices |
| Topic 3: The Four Dimensions of Service Management | - Organizations and people - Partners and suppliers - Value streams and processes - Information and technology |
| Topic 4: Key Concepts of Service Management | - Services and service relationships - Value, outcomes, costs, and risks |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
Aus welchen drei Elementen besteht das Serviceportfolio?
- A. Kundenportfolio, Servicekatalog und eingestellte Services
- B. Kundenportfolio, Konfigurationsmanagementsystem und Servicekatalog
- C. Service-Pipeline, Service-Katalog und eingestellte Services
- D. Service-Pipeline, Konfigurationsmanagementsystem und Servicekatalog
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Welcher Leitsatz empfiehlt die Eliminierung von Tätigkeiten, die nicht zur Wertschöpfung beitragen?
- A. Beginnen Sie dort, wo Sie sind
- B. Zusammenarbeiten und Sichtbarkeit fördern
- C. Halten Sie es einfach und praktisch
- D. Optimieren und automatisieren
Was hilft direkt bei der Diagnose und Lösung einfacher Vorfälle?
- A. Einsatz von Schichtarbeitsmustern
- B. Erfüllung von Serviceanfragen
- C. Erstellung eines temporären Teams
- D. Skripte zum Sammeln von Benutzerinformationen
Welche der folgenden Maßnahmen wird im Leitsatz „Beginnen Sie dort, wo Sie sind“ NICHT empfohlen?
- A. Identifizieren, was genutzt werden kann
- B. Etwas völlig Neues bauen
- C. Fragen stellen, die dumm erscheinen
- D. Daten direkt von der Quelle sammeln
Was beschreibt normale Veränderungen?
- A. Änderungen mit geringem Risiko und vorab autorisiert
- B. Änderungen, die im Anschluss an einen Prozess geplant und bewertet werden müssen
- C. Änderungen, die so schnell wie möglich umgesetzt werden müssen
- D. Änderungen, die typischerweise als Serviceanfragen initiiert werden
