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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: ITIL Service Value System (SVS) | - Service value chain - Guiding principles - Governance - Continual improvement |
| Topic 2: ITIL Practices Overview | - General management practices (e.g., incident, change, problem management) - Technical management practices - Service management practices |
| Topic 3: The Four Dimensions of Service Management | - Value streams and processes - Organizations and people - Partners and suppliers - Information and technology |
| Topic 4: Key Concepts of Service Management | - Services and service relationships - Value, outcomes, costs, and risks |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
1. Welche dieser Aktivitäten werden im Rahmen des „Problemmanagements“ durchgeführt?
A) Vorfälle diagnostizieren und lösen
B) Eskalieren von Vorfällen an ein Support-Team zur Lösung
C) Erstellen von Vorfalldatensätzen
D) Trendanalyse der Vorfallaufzeichnungen
2. Welche Informationen sollte eine Organisation bei der Verwendung des Modells der kontinuierlichen Verbesserung produzieren, um zu verstehen, wo die Organisation derzeit steht?
A) Bewertungsergebnisse
B) Geschäftsziele
C) Messbare Ziele
D) Verbesserungspläne
3. Was ist ein Beispiel für eine Serviceanfrage?
A) Eine Anfrage zur Untersuchung der Ursache eines Vorfalls
B) Eine Anfrage für den Zugriff auf eine Datei
C) Eine Anfrage zur Implementierung eines Sicherheitspatches
D) Eine Anforderung zur Wiederherstellung des Normalbetriebs
4. Warum sollte ein Service Level Manager regelmäßige Service Reviews durchführen?
A) Zum Erfassen von Informationen zu Serviceproblemen und zur Leistung im Vergleich zu vereinbarten Zielen
B) Um sicherzustellen, dass Vereinbarungen einfach formuliert und leicht verständlich sind
C) Zum Sammeln von Informationen über die Ziele und Vorgaben der Service-Konsumenten
D) Um eine kontinuierliche Verbesserung der Dienste sicherzustellen, sodass sie den sich entwickelnden Bedürfnissen der Dienstnutzer gerecht werden
5. Welches ist das Hinzufügen, Ändern oder Entfernen von Dingen, die sich auf die Dienste auswirken könnten?
A) Eine Änderung
B) Ein Problem
C) Ein Ereignis
D) Ein Vorfall
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: A | Question # 3 Answer: B | Question # 4 Answer: A | Question # 5 Answer: A |
