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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Management Practices | 17% | - Technical management practices
|
| Topic 2: ITIL Service Value System | 20% | - Practices - Continual improvement - Service value chain - Governance - Guiding principles |
| Topic 3: Four Dimensions of Service Management | 18% | - Value streams and processes - Organizations and people - Information and technology - Partners and suppliers |
| Topic 4: Service Value Chain Activities | 15% | - Plan - Deliver and support - Design and transition - Improve - Obtain/build - Engage |
| Topic 5: Guiding Principles | 18% | - Progress iteratively with feedback - Optimize and automate - Think and work holistically - Start where you are - Focus on value - Keep it simple and practical - Collaborate and promote visibility |
| Topic 6: Key Concepts of Service Management | 12% | - Stakeholders: customers, users, sponsors, providers - Products and services, service offerings - Value, value co-creation, service, service management |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
Question 1
Was ist im Zweck der Wertschöpfungskettenaktivität „Design und Übergang“ enthalten?
A. Für Transparenz und gute Beziehungen zu den Stakeholdern sorgen
B. Sicherstellen, dass Servicekomponenten bei Bedarf verfügbar sind
C. Kontinuierliche Erfüllung der Kostenerwartungen der Stakeholder
D. Unterstützende Dienste gemäß Spezifikationen
Question 2
Was ist ein IT-Asset?
A. Jede Komponente, die verwaltet werden muss, um einen Dienst bereitzustellen
B. Eine Anfrage eines Benutzers, die eine Serviceaktion initiiert
C. Jede finanziell wertvolle Komponente, die zur Bereitstellung eines IT-Produkts oder einer IT-Dienstleistung beitragen kann
D. Die Entfernung von allem, was direkte oder indirekte Auswirkungen auf die Dienste haben könnte
Question 3
Wie wandeln alle Wertschöpfungskettenaktivitäten Inputs in Outputs um?
A. Durch Ermittlung des Servicebedarfs
B. Durch den Einsatz eines einzigen Funktionsteams
C. Durch die Implementierung einer Prozessautomatisierung
D. Durch die Verwendung einer Kombination von Praktiken
Question 4
Welche Praxis empfiehlt den Einsatz von Tools zur Zusammenarbeit und zum automatisierten Abgleich von Symptomen?
A. Problemmanagement
B. Serviceanforderungsverwaltung
C. Service-Level-Management
D. Vorfallmanagement
Question 5
Welche Praxis wird am ehesten künstliche Intelligenz, robotergestützte Prozessautomatisierung und Chatbots nutzen?
A. Servicedesk
B. Problemmanagement
C. Vorfallmanagement
D. Kontinuierliche Verbesserung
Solutions:
| Question 1 Answer: C | Question 2 Answer: C | Question 3 Answer: D | Question 4 Answer: D | Question 5 Answer: A |
