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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: 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 |
| Topic 2: Understand how the ITIL practices contribute to the service value chain | - Explain the role of selected practices in the service value chain |
| Topic 3: Know the purpose and key terms of selected ITIL practices | - Define key terms for selected practices - Describe the purpose of selected practices
|
| Topic 4: Understand the four dimensions of service management | - Describe the four dimensions: Organizations and People, Information and Technology, Partners and Suppliers, Value Streams and Processes |
| Topic 5: 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 |
| Topic 6: Understand the purpose and components of the ITIL service value system | - Describe the ITIL service value system |
| Topic 7: Understand the key concepts of service management | - Recall the definition of: service, utility, warranty, customer, user, service management, sponsor - Describe the key concepts of creating value with services - Describe the key concepts of service relationships |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
1. Welche ZWEI Aussagen zur Praxis des „Service Request Managements“ sind RICHTIG?
1. Serviceanfragen sind Teil der normalen Servicebereitstellung
2. Beschwerden können als Serviceanfragen bearbeitet werden
3. Serviceanfragen resultieren aus einem Servicefehler
4. Normale Änderungen sollten als Serviceanfragen behandelt werden
A) 1 und 4
B) 2 und 3
C) 3 und 4
D) 1 und 2
2. Welche Aussage zu Notfalländerungen ist RICHTIG?
A) Die Bewertung und Genehmigung von Notfalländerungen wird beschleunigt, um sicherzustellen, dass sie schnell umgesetzt werden können
B) Notfalländerungen sollten als Serviceanfragen autorisiert und implementiert werden
C) Notfalländerungen müssen vor der Autorisierung und Implementierung vollständig dokumentiert werden
D) Das Testen von Notfällen kann entfallen, um die Änderung schnell umzusetzen
3. Was beschreibt einen RICHTIGEN Ansatz zur Änderung der Autorisierung?
A) Änderungen im Änderungsplan sind vorab autorisiert und benötigen keine zusätzliche Autorisierung
B) Notfalländerungen sollten von möglichst vielen Personen autorisiert werden, um das Risiko zu verringern
C) Formale Änderungen werden normalerweise als Serviceanfragen implementiert und vom Service Desk genehmigt
D) Formale Änderungen sollten vor ihrer Einführung bewertet und genehmigt werden.
4. Welche Vorgehensweise minimiert die Auswirkungen auf den normalen Servicebetrieb durch die Verwaltung von Ressourcen als Reaktion auf ungeplante Reduzierungen der Servicequalität?
A) Kontinuierliche Verbesserung
B) Aktivierung ändern
C) Service-Level-Management
D) Vorfallmanagement
5. Was empfiehlt der Leitsatz „Iterativ mit Feedback voranschreiten“?
A) Eine Verbesserungsinitiative, die in mehrere überschaubare Abschnitte unterteilt ist
B) Eine Ist-Zustandsbewertung, die zu Beginn einer Verbesserungsinitiative durchgeführt wird
C) Die Identifizierung aller interessierten Teile zu Beginn einer Verbesserungsinitiative
D) Eine Einschätzung, wie sich alle Teile einer Organisation auf eine Verbesserungsinitiative auswirken
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: A | Question # 3 Answer: D | Question # 4 Answer: D | Question # 5 Answer: A |
