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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: ITIL Practices Overview | - General management practices (e.g., incident, change, problem management) - Service management practices - Technical management practices |
| Topic 2: The Four Dimensions of Service Management | - Partners and suppliers - Value streams and processes - Organizations and people - Information and technology |
| Topic 3: ITIL Service Value System (SVS) | - Guiding principles - Service value chain - Continual improvement - Governance |
| Topic 4: Key Concepts of Service Management | - Value, outcomes, costs, and risks - Services and service relationships |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
Service Transition enthält detaillierte Beschreibungen welcher Prozesse?
- A. Service Asset- und Konfigurationsmanagement, Release- und Deployment-Management, Anforderungserfüllung
- B. Service Level Management, Service Portfolio Management, Service Asset und Konfigurationsmanagement
- C. Änderungsmanagement, Service Asset- und Konfigurationsmanagement, Release- und Bereitstellungsmanagement
- D. Änderungsmanagement, Kapazitätsmanagement-Ereignismanagement, Serviceanforderungsmanagement
Correct Answer: C 🗳️
Welches sind die WICHTIGSTEN Fähigkeiten, die Service-Desk-Mitarbeiter benötigen?
- A. Fähigkeiten zur Problemlösung
- B. Fähigkeiten im Lieferantenmanagement
- C. Fähigkeiten zur Vorfallanalyse
- D. Technische Fähigkeiten
Correct Answer: C 🗳️
Welches Risiko kann ein IT-Service für einen Servicekonsumenten beseitigen?
- A. Kosten für den Kauf von Servern
- B. Dienstanbieter stellt seine Geschäftstätigkeit ein
- C. Sicherheitsverletzung
- D. Fehler der Server-Hardware
Correct Answer: C 🗳️
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Was wird typischerweise durch Benachrichtigungen erkannt, die von einem IT-Dienst, CI oder Überwachungstool erstellt werden?
- A. Ereignisse
- B. Probleme
- C. Anfragen
- D. Vorfälle
Correct Answer: A 🗳️
Welche ZWEI sind wichtige Aspekte der Praxis des „Service Request Managements“?
1.Standardisierung und Automatisierung
2. Bereitstellung verschiedener Zugangskanäle
3. Schaffung einer gemeinsamen Zielvorstellung
4.Richtlinien für Genehmigungen
- A. 1 und 2
- B. 1 und 4
- C. 2 und 3
- D. 3 und 4
Correct Answer: B 🗳️
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