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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Guiding Principles | 18% | - Keep it simple and practical - Think and work holistically - Optimize and automate - Focus on value - Progress iteratively with feedback - Collaborate and promote visibility - Start where you are |
| Topic 2: ITIL Service Value System | 20% | - Governance - Service value chain - Guiding principles - Practices - Continual improvement |
| Topic 3: Service Value Chain Activities | 15% | - Obtain/build - Deliver and support - Improve - Plan - Engage - Design and transition |
| Topic 4: Key Concepts of Service Management | 12% | - Products and services, service offerings - Stakeholders: customers, users, sponsors, providers - Value, value co-creation, service, service management |
| Topic 5: Four Dimensions of Service Management | 18% | - Information and technology - Partners and suppliers - Organizations and people - Value streams and processes |
| Topic 6: ITIL Management Practices | 17% | - General management practices
|
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
Wie sollte eine Organisation Vorfälle priorisieren?
- A. Fragen Sie den Benutzer nach seinem bevorzugten Zeitrahmen für die Lösung.
- B. Bewerten Sie die Verfügbarkeit des entsprechenden Supportteams.
- C. Erstellen Sie eine Reihenfolge der Vorfälle basierend auf den Daten und Uhrzeiten, zu denen sie protokolliert wurden.
- D. Verwenden Sie eine vereinbarte Klassifizierung, die auf den geschäftlichen Auswirkungen des Vorfalls basiert.
Correct Answer: D 🗳️
Welche Dimension des Servicemanagements berücksichtigt die Arbeitsabläufe und Kontrollen, die zur Bereitstellung von Services erforderlich sind?
- A. Information und Technologie
- B. Partner und Lieferanten
- C. Wertströme und Prozesse
- D. Organisation und Menschen
Correct Answer: C 🗳️
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Was ist KEIN Bestandteil des Service-Wertesystems?
- A. Gelegenheit und Nachfrage
- B. Governance
- C. Kontinuierliche Verbesserung
- D. Die Service-Wertschöpfungskette
Correct Answer: A 🗳️
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 🗳️
Was ist wichtig für ein „Kontinuierliches Verbesserungsregister“ (CIR)?
- A. Verbesserungsideen werden dokumentiert, bewertet und priorisiert
- B. Verbesserungsideen aus vielen Quellen werden in einem einzigen CIR gespeichert
- C. Verbesserungsideen, die nicht sofort umgesetzt werden, werden aus dem CIR entfernt
- D. Verbesserungsideen werden getestet, finanziert und vereinbart
Correct Answer: A 🗳️
