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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| ITIL Service Value System | 20% | - Service value chain - Practices - Governance - Guiding principles - Continual improvement |
| Guiding Principles | 18% | - Focus on value - Progress iteratively with feedback - Collaborate and promote visibility - Think and work holistically - Keep it simple and practical - Optimize and automate - Start where you are |
| Four Dimensions of Service Management | 18% | - Information and technology - Organizations and people - Partners and suppliers - Value streams and processes |
| Service Value Chain Activities | 15% | - Obtain/build - Engage - Plan - Deliver and support - Improve - Design and transition |
| Key Concepts of Service Management | 12% | - Value, value co-creation, service, service management - Stakeholders: customers, users, sponsors, providers - Products and services, service offerings |
| ITIL Management Practices | 17% | - Technical management practices
|
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
Question 1
Was ist eine Ausgabe?
A. Ein Ergebnis für einen Stakeholder
B. Etwas, das durch die Durchführung einer Aktivität erstellt wurde
C. Eine Zustandsänderung, die für die Verwaltung eines Konfigurationselements von Bedeutung ist
D. Ein mögliches Ereignis, das Schaden oder Verlust verursachen könnte
Question 2
Welche Praxis nutzt Methoden aus Lean, Agile und DevOps?
A. Servicedesk
B. Problemmanagement
C. Vorfallmanagement
D. Kontinuierliche Verbesserung
Question 3
Was wird durch das Service-Wertesystem beschrieben?
A. Gemeinsame Aktivitäten eines Dienstanbieters und eines Dienstkonsumenten, um eine kontinuierliche gemeinsame Wertschöpfung sicherzustellen
B. Dienstleistungen, die auf einem oder mehreren Produkten basieren und auf die Bedürfnisse einer bestimmten Verbrauchergruppe zugeschnitten sind
C. Wie man den systemischen Ansatz des Leitsatzes Ganzheitlich denken und arbeiten anwendet
D. Wie alle Komponenten und Aktivitäten der Organisation als System zusammenarbeiten, um Wertschöpfung zu ermöglichen
Question 4
Warum sollte ein Service Level Manager regelmäßige Service Reviews durchführen?
A. Um sicherzustellen, dass Vereinbarungen einfach formuliert und leicht verständlich sind
B. Um eine kontinuierliche Verbesserung der Dienste sicherzustellen, sodass sie den sich entwickelnden Bedürfnissen der Dienstnutzer gerecht werden
C. Zum Erfassen von Informationen zu Serviceproblemen und zur Leistung im Vergleich zu vereinbarten Zielen
D. Zum Sammeln von Informationen über die Ziele und Vorgaben der Service-Konsumenten
Question 5
Welches der folgenden Beispiele ist eine Problemumgehung?
A. Ein Server wird neu gestartet, um einen Vorfall zu beheben
B. Ein defekter Netzwerk-Switch wird durch einen neuen ersetzt
C. Der Serverspeicher wird erhöht, wenn der Server nicht reagiert
D. Ein E-Mail-Server wird wiederhergestellt, nachdem ein Vorfall gemeldet wurde
Solutions:
| Question 1 Answer: B | Question 2 Answer: D | Question 3 Answer: D | Question 4 Answer: C | Question 5 Answer: A |
