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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Know the purpose and key terms of selected ITIL practices | - Describe the purpose of selected practices
|
| Topic 2: Understand the purpose and components of the ITIL service value system | - Describe the ITIL service value system |
| Topic 3: Understand the key concepts of service management | - Describe the key concepts of creating value with services - Describe the key concepts of service relationships - Recall the definition of: service, utility, warranty, customer, user, service management, sponsor |
| Topic 4: 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 |
| Topic 5: 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 6: 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 7: Understand how the ITIL practices contribute to the service value chain | - Explain the role of selected practices in the service value chain |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
1. Was beschreibt die Schritte, die erforderlich sind, um einen bestimmten Dienst zu erstellen und einem Verbraucher bereitzustellen?
A) Serviceverwaltung
B) Praktiken
C) Service-Level-Management
D) Ein Wertstrom
2. Was ist eine Aktivität zur „Problemidentifizierung“?
A) Analysieren der Problemursache
B) Analysieren von Informationen von Softwareentwicklern
C) Festlegung potenzieller dauerhafter Lösungen
D) Problemumgehungen einrichten
3. Welche Dimension umfasst Aktivitäten und Arbeitsabläufe?
A) Wertströme und Prozesse
B) Information und Technologie
C) Partner und Lieferanten
D) Organisationen und Personen
4. Identifizieren Sie die fehlenden Wörter im folgenden Satz.
Der Zweck des [?] besteht darin, sicherzustellen, dass die Organisation im Einklang mit den Zielen der Organisation kontinuierlich gemeinsam mit allen Beteiligten Werte schafft.
A) Leitprinzip „Konzentration auf den Wert“
B) Praxis des „Service Request Managements“
C) Vier Dimensionen des Servicemanagements
D) Service-Wertesystem
5. Welche Praxis ist für die Probleme, Fragen und Anforderungen der Benutzer zuständig und verwaltet diese?
A) Servicedesk
B) Problemmanagement
C) Änderungskontrolle
D) Vorfallmanagement
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: B | Question # 3 Answer: A | Question # 4 Answer: D | Question # 5 Answer: A |
