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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Understand the purpose and components of the ITIL service value system | - Describe the ITIL service value system |
| 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 |
| 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 |
| Know the purpose and key terms of selected ITIL practices | - Describe the purpose of selected practices
|
| 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 | - Describe the nature, use and interaction of the guiding principles - Explain the use of the guiding principles |
| 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. Welche Aussage zur Service-Wertschöpfungskette ist RICHTIG?
A) Jede Wertschöpfungskettenaktivität verwendet unterschiedliche Kombinationen von Praktiken, um Inputs in Outputs umzuwandeln
B) Die Service-Wertschöpfungskette verwendet Wertströme, um eine Kombination aus Verbrauchern und Anbietern zu beschreiben
C) Die Service-Wertschöpfungskette wandelt Wert in Nachfrage um
D) Jede Wertschöpfungskettenaktivität identifiziert einen Bedarf an Ressourcen von einem externen Lieferanten
2. Wie wird ein kontinuierliches Verbesserungsregister verwendet?
A) Zur Organisation vergangener, gegenwärtiger und zukünftiger Verbesserungsideen
B) Bereitstellung eines strukturierten Ansatzes zur Implementierung von Verbesserungen
C) Zur Erfassung von Anfragen zur Bereitstellung einer Ressource oder Dienstleistung
D) Zum Autorisieren von Änderungen zur Umsetzung von Verbesserungsinitiativen
3. Was beschreibt eine „Änderungsbehörde“?
A) Eine Möglichkeit, die menschlichen Aspekte des Wandels zu bewältigen
B) Ein Modell, mit dem bestimmt wird, wer eine Änderung bewertet
C) Ein Tool, das bei der Planung von Änderungen hilft
D) Eine Person, die eine Änderung genehmigt
4. Welches Leitprinzip trägt dazu bei, dass bessere Informationen für die Entscheidungsfindung zur Verfügung stehen?
A) Optimieren und automatisieren
B) Halten Sie es einfach und praktisch
C) Ganzheitlich denken und arbeiten
D) Zusammenarbeiten und Sichtbarkeit fördern
5. Welche Aussage zu Problemen ist RICHTIG?
A) Probleme stehen nicht im Zusammenhang mit Vorfällen.
B) Probleme müssen schnell gelöst werden, um den normalen Geschäftsbetrieb wiederherzustellen.
C) Um eine schnelle Diagnose zu erreichen, sollte sich die Problemanalyse auf eine der vier Dimensionen konzentrieren.
D) Die Problempriorisierung beinhaltet eine Risikobewertung.
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: B | Question # 3 Answer: C | Question # 4 Answer: D | Question # 5 Answer: D |
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