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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| ITIL Management Practices | 17% | - Technical management practices
|
| Key Concepts of Service Management | 12% | - Value, value co-creation, service, service management - Products and services, service offerings - Stakeholders: customers, users, sponsors, providers |
| Service Value Chain Activities | 15% | - Improve - Deliver and support - Engage - Obtain/build - Design and transition - Plan |
| ITIL Service Value System | 20% | - Service value chain - Guiding principles - Practices - Continual improvement - Governance |
| Guiding Principles | 18% | - Start where you are - Keep it simple and practical - Progress iteratively with feedback - Think and work holistically - Focus on value - Optimize and automate - Collaborate and promote visibility |
| Four Dimensions of Service Management | 18% | - Value streams and processes - Partners and suppliers - Information and technology - Organizations and people |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
Question 1
Welche Aktivität in der Wertschöpfungskette stellt sicher, dass die fortlaufende Serviceaktivität den Erwartungen der Benutzer entspricht?
A. Liefern und unterstützen
B. Erhalten/Erstellen
C. Einbinden
D. Plan
Question 2
Welches Leitprinzip empfiehlt die Berücksichtigung der vier Dimensionen, um etwas so effektiv und nützlich wie nötig zu machen?
A. Fokus auf Wert
B. Optimieren und automatisieren
C. Ganzheitlich denken und arbeiten
D. Beginnen Sie dort, wo Sie sind
Question 3
Welche HAUPTfaktoren werden bei der Beurteilung der Priorität eines Vorfalls berücksichtigt?
A. Die Kosten und die Dringlichkeit
B. Die Auswirkungen und die Komplexität
C. Die Komplexität und die Kosten
D. Die Dringlichkeit und die Auswirkungen
Question 4
Welche Praxis empfiehlt Organisationen, Kompetenzen und Techniken wie Stärken-, Schwächen-, Chancen- und Risikoanalysen (SWOT) sowie Balanced Scorecards zu entwickeln?
A. Kontinuierliche Verbesserung
B. Vorfallmanagement
C. Aktivierung ändern
D. Serviceanforderungsverwaltung
Question 5
Welches ist einer der fünf Aspekte des Servicedesigns?
A. Managementrichtlinie für die Erstellung von Geschäftsfällen
B. Unternehmensführung und -politik
C. Risikoanalyse und Managementansatz
D. Managementinformationssysteme und -tools
Solutions:
| Question 1 Answer: A | Question 2 Answer: B | Question 3 Answer: D | Question 4 Answer: A | Question 5 Answer: D |
