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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Understand how the ITIL practices contribute to the service value chain | - Explain the role of selected practices in the service value chain |
| Topic 2: 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 3: Know the purpose and key terms of selected ITIL practices | - Describe the purpose of selected practices
|
| Topic 4: 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 5: 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 6: Understand the purpose and components of the ITIL service value system | - Describe the ITIL service value system |
| Topic 7: 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 |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
1. Welche Vorgehensweise ermittelt Kennzahlen, die die Kundenerfahrung mit einem Service widerspiegeln?
A) Kontinuierliche Verbesserung
B) Servicedesk
C) Service-Level-Management
D) Problemmanagement
2. Welches ist einer der fünf Aspekte des Servicedesigns?
A) Managementrichtlinie für die Erstellung von Geschäftsfällen
B) Managementinformationssysteme und -tools
C) Unternehmensführung und -politik
D) Risikoanalyse und Managementansatz
3. Wozu dient ein Änderungsplan?
A) Zur Unterstützung bei der Bewältigung normaler Änderungen
B) Zur Unterstützung der Zuweisung einer Änderungsautorität
C) Zur Unterstützung der Autorisierung von Standardänderungen
D) Zur Unterstützung bei der Planung von Notfalländerungen
4. Die Mitarbeiter einer IT-Organisation sind sehr beschäftigt und führen hauptsächlich Aufgaben aus, die für die Organisation oder ihre Kunden wenig oder keinen Mehrwert bringen.
Welcher Leitsatz empfiehlt, unnötige Arbeit zu vermeiden?
A) Halten Sie es einfach und praktisch
B) Iterativer Fortschritt mit Feedback
C) Ganzheitlich denken und arbeiten
D) Stern: wo du bist
5. Welche Beschreibung trifft am BESTEN auf den Schwerpunkt des Prinzips „Ganzheitlich denken und arbeiten“ zu?
A) Integration der Aktivitäten einer Organisation zur Wertschöpfung
B) Berücksichtigung der vorhandenen Organisationsressourcen vor dem Aufbau von etwas Neuem
C) Eliminieren Sie unnötige Schritte, um wertvolle Ergebnisse zu erzielen
D) Aufteilung großer Initiativen in kleinere Arbeitspakete
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: B | Question # 3 Answer: A | Question # 4 Answer: A | Question # 5 Answer: A |
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