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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Understand the key concepts of service management | - Describe the key concepts of creating value with services - Recall the definition of: service, utility, warranty, customer, user, service management, sponsor - Describe the key concepts of service relationships |
| 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 |
| Understand the purpose and components of the ITIL service value system | - Describe the ITIL service value system |
| Understand how the ITIL practices contribute to the service value chain | - Explain the role of selected practices in the service value chain |
| 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 |
| Understand the four dimensions of service management | - Describe the four dimensions: Organizations and People, Information and Technology, Partners and Suppliers, Value Streams and Processes |
| Know the purpose and key terms of selected ITIL practices | - Describe the purpose of selected practices
|
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
1. Welche ZWEI sind Eingaben für das Service-Wertsystem?
1 Nachfrage
2 Produkte
3 Wert
4 Gelegenheit
A) 3 und 4
B) 1 und 2
C) 1 und 4
D) 2 und 3
2. Welches sind die Elemente der Prozesssteuerung?
A) Eingänge, Ausgänge und Trigger
B) Prozessverantwortlicher, Richtlinien und Ziele
C) Ressourcen, Fähigkeiten und Metriken
D) Arbeitsanweisungen, Verfahren und Rollen
3. Identifizieren Sie die fehlenden Wörter im folgenden Satz.
Das Management von Informationssicherheitsvorfällen erfordert normalerweise [?].
A) Ein separater Prozess
B) Spezialistenteams
C) Sofortige Eskalation
D) Unterstützung durch Drittanbieter
4. Welche Dimension des Servicemanagements umfasst die Berücksichtigung der Art der erforderlichen Beziehungen zu anderen Organisationen, die an der Gestaltung und Bereitstellung von Services beteiligt sind?
A) Information und Technologie
B) Wertströme und Prozesse
C) Partner und Lieferanten
D) Organisationen und Personen
5. Was ist eine wichtige Überlegung für das Leitprinzip „Keep it simple and practical“?
A) Ignorieren Sie die widersprüchlichen Ziele verschiedener Interessengruppen
B) Versuchen Sie, für jede Ausnahme eine Lösung zu finden
C) Verstehen Sie, wie jedes Element zur Wertschöpfung beiträgt
D) Beginnen Sie mit einer komplexen Lösung und vereinfachen Sie dann
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: B | Question # 3 Answer: A | Question # 4 Answer: B | Question # 5 Answer: C |
