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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Value Chain Activities | 15% | - Engage - Plan - Deliver and support - Design and transition - Obtain/build - Improve |
| Topic 2: ITIL Management Practices | 17% | - Technical management practices
|
| Topic 3: ITIL Service Value System | 20% | - Guiding principles - Service value chain - Continual improvement - Practices - Governance |
| Topic 4: Four Dimensions of Service Management | 18% | - Partners and suppliers - Information and technology - Organizations and people - Value streams and processes |
| Topic 5: Key Concepts of Service Management | 12% | - Stakeholders: customers, users, sponsors, providers - Value, value co-creation, service, service management - Products and services, service offerings |
| Topic 6: Guiding Principles | 18% | - Collaborate and promote visibility - Optimize and automate - Focus on value - Progress iteratively with feedback - Start where you are - Think and work holistically - Keep it simple and practical |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
1. Was ist KEIN Schwerpunkt der Dimension „Information und Technologie“?
A) Rollen und Verantwortlichkeiten
B) Workflow-Management- und Inventarsysteme
C) Sicherheit und Compliance
D) Kommunikationssysteme und Wissensbasen
2. Was beschreibt die geplante Wertschöpfungskettenaktivität?
A) Es gewährleistet ein gemeinsames Verständnis des aktuellen Status und der Vision für alle Produkte und Dienstleistungen im gesamten Unternehmen.
B) Es gewährleistet die kontinuierliche Verbesserung von Produkten, Dienstleistungen und Praktiken über alle Aktivitäten der Wertschöpfungskette hinweg
C) Es stellt sicher, dass Servicekomponenten verfügbar sind, wann und wo sie benötigt werden, und die vereinbarten Spezifikationen erfüllen
D) Es stellt sicher, dass die Dienste gemäß den vereinbarten Spezifikationen und den Erwartungen der Stakeholder bereitgestellt und unterstützt werden
3. Was beinhaltet Governance als Bestandteil?
A) Praktiken
B) Das Service-Wertesystem
C) Die Leitprinzipien
D) Die Service-Wertschöpfungskette
4. Wie soll der Workflow für eine neue Serviceanfrage gestaltet sein?
A) Verwenden Sie für jede Art von Serviceanfrage unterschiedliche Workflows
B) Nutzen Sie vorhandene Arbeitsabläufe, wann immer möglich
C) Vermeiden Sie Workflows für einfache Serviceanfragen
D) Verwenden Sie einen einzigen Workflow für alle Arten von Serviceanfragen
5. Welche Vorgehensweise sorgt für Transparenz bei den Services der Organisation, indem sie die Serviceleistung erfasst und darüber berichtet?
A) Servicedesk
B) Service-Level-Management
C) Serviceanforderungsverwaltung
D) Dienstkonfigurationsverwaltung
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: A | Question # 3 Answer: B | Question # 4 Answer: B | Question # 5 Answer: B |
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