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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 four dimensions of service management | - Describe the four dimensions: Organizations and People, Information and Technology, Partners and Suppliers, Value Streams and Processes |
| Understand the key concepts of service management | - Describe the key concepts of service relationships - Recall the definition of: service, utility, warranty, customer, user, service management, sponsor - Describe the key concepts of creating value with services |
| Understand the purpose and components of the ITIL service value system | - Describe the ITIL service value system |
| 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 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
|
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
Was ist der Zweck der Praxis des „Bereitstellungsmanagements“?
- A. Um klare geschäftsbasierte Ziele für die Serviceleistung festzulegen
- B. Zum Verschieben neuer oder geänderter Komponenten in Live-Umgebungen
- C. Um sicherzustellen, dass die Dienste die vereinbarte und erwartete Leistung erbringen
- D. Um neue oder geänderte Dienste zur Nutzung bereitzustellen
Correct Answer: B 🗳️
Welche Praxis erfordert Fähigkeiten und Kompetenzen in Bezug auf Geschäftsanalyse, Lieferantenmanagement und Beziehungsmanagement?
- A. Vorfallmanagement
- B. Service-Level-Management
- C. Überwachung und Ereignisverwaltung
- D. IT-Asset-Management
Correct Answer: B 🗳️
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Welche Art von Änderung ist vorab genehmigt, risikoarm, relativ häufig und folgt einem Verfahren oder einer Arbeitsanweisung?
- A. Eine normale Änderung
- B. Eine interne Änderung
- C. Eine Notfalländerung
- D. Eine Standardänderung
Correct Answer: D 🗳️
Was gewährt einem Benutzer Zugriff auf ein System?
- A. Serviceanforderung
- B. Serviceverbrauch
- C. Servicevereinbarung
- D. Leistungserbringung
Correct Answer: D 🗳️
Welche speziellen organisatorischen Fähigkeiten sind erforderlich, um den Kunden einen Mehrwert in Form von Dienstleistungen zu bieten?
- A. Serviceangebot
- B. Serviceverbrauch
- C. Serviceverwaltung
- D. Leistungserbringung
Correct Answer: C 🗳️
