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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Guiding Principles | 18% | - Optimize and automate - Think and work holistically - Focus on value - Collaborate and promote visibility - Progress iteratively with feedback - Keep it simple and practical - Start where you are |
| Topic 2: ITIL Service Value System | 20% | - Practices - Service value chain - Continual improvement - Guiding principles - Governance |
| Topic 3: Four Dimensions of Service Management | 18% | - Organizations and people - Partners and suppliers - Value streams and processes - Information and technology |
| Topic 4: Service Value Chain Activities | 15% | - Deliver and support - Obtain/build - Design and transition - Plan - Improve - Engage |
| Topic 5: ITIL Management Practices | 17% | - Service management practices
|
| Topic 6: Key Concepts of Service Management | 12% | - Products and services, service offerings - Stakeholders: customers, users, sponsors, providers - Value, value co-creation, service, service management |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
1. Worauf konzentriert sich „Change Enablement“ IN ERSTER LINIE?
A) Änderungen an Fähigkeiten und Kompetenzen
B) Änderungen an Produkten und Dienstleistungen
C) Änderungen der Organisationsstruktur
D) Änderungen an Service-Levels
2. Welches Leitprinzip konzentriert sich auf die Reduzierung von Kosten und menschlichen Fehlern?
A) Optimieren und automatisieren
B) Fokus und Wert
C) Ganzheitlich denken und arbeiten
D) Zusammenarbeiten und Sichtbarkeit fördern
3. Welches der folgenden Beispiele ist ein Vorfall?
A) Ein Backup-Server wird neu gestartet, während Dienste auf dem primären Server ausgeführt werden
B) Eine Anwendung ist während der Geschäftszeiten nicht verfügbar
C) Ein Benutzer hat Zugriff auf ein freigegebenes Repository angefordert
D) Ein Benutzer möchte das Passwort eines Servers zurücksetzen
4. Identifizieren Sie die fehlenden Wörter im folgenden Satz.
Wenn sich eine Organisation dazu entschlossen hat, einen Service zu verbessern, sollte sie zunächst Folgendes in Betracht ziehen: [?].
A) vorhandene Informationen
B) neue Methoden
C) überarbeitete Prozesse
D) zusätzliche Messungen
5. Warum sollte eine Service-Level-Vereinbarung mehrere Kennzahlen enthalten?
A) Um sicherzustellen, dass die Service-Levels mit den Kunden vereinbart wurden
B) Um die Anzahl der zu messenden und zu meldenden Kennzahlen zu reduzieren
C) Um sicherzustellen, dass alle Dienste in den Serviceberichten enthalten sind
D) Um den Fokus auf Geschäftsergebnisse statt auf Betriebsergebnisse zu legen.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A | Question # 3 Answer: B | Question # 4 Answer: A | Question # 5 Answer: D |
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