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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: 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 |
| Topic 2: Understand how the ITIL practices contribute to the service value chain | - Explain the role of selected practices in the service value chain |
| Topic 3: Understand the four dimensions of service management | - Describe the four dimensions: Organizations and People, Information and Technology, Partners and Suppliers, Value Streams and Processes |
| Topic 4: Know the purpose and key terms of selected ITIL practices | - Define key terms for selected practices - Describe the purpose of selected practices
|
| Topic 5: Understand the key concepts of service management | - Recall the definition of: service, utility, warranty, customer, user, service management, sponsor - Describe the key concepts of service relationships - Describe the key concepts of creating value with services |
| Topic 6: 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 |
| Topic 7: Understand the purpose and components of the ITIL service value system | - Describe the ITIL service value system |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
1. Warum sollten einige Serviceanfragen ohne zusätzliche Genehmigungen erfüllt werden?
A) Um sicherzustellen, dass die Ausgaben ordnungsgemäß abgerechnet werden
B) Um sicherzustellen, dass die Anforderungen an die Informationssicherheit erfüllt werden
C) Um die Erwartungen der Benutzer hinsichtlich der Erfüllungszeiten festzulegen
D) Zur Optimierung des Fulfillment-Workflows
2. Was muss immer getan werden, bevor eine Aktivität automatisiert wird?
A) Überprüfen Sie, ob die Aktivität bereits optimiert wurde
B) Prüfen Sie, ob geeignete neue Technologie gekauft wurde
C) Sicherstellen, dass DevOps erfolgreich implementiert wurde
D) Stellen Sie sicher, dass die Lösung menschliches Eingreifen überflüssig macht
3. Welche Aussage zur Praxis des „Service Desk“ ist RICHTIG?
A) Es führt eine Änderungsbewertung und -autorisierung durch
B) Es untersucht die Ursache von Vorfällen
C) Es stellt eine Verbindung zu Stakeholdern auf strategischer und taktischer Ebene her
D) Es erfordert ein praktisches Verständnis der Geschäftsprozesse
4. Was ist der Zweck der Praxis des „Bereitstellungsmanagements“?
A) Um neue oder geänderte Dienste zur Nutzung bereitzustellen
B) Um sicherzustellen, dass die Dienste die vereinbarte und erwartete Leistung erbringen
C) Zum Verschieben neuer oder geänderter Komponenten in Live-Umgebungen
D) Um klare geschäftsbasierte Ziele für die Serviceleistung festzulegen
5. Was ist die Definition eines Problems?
A) Eine ungeplante Unterbrechung eines Dienstes oder eine Verringerung der Qualität eines Dienstes
B) Eine Ursache oder mögliche Ursache eines oder mehrerer Vorfälle
C) Ein Vorfall, für den noch keine vollständige Lösung verfügbar ist
D) Jede Zustandsänderung, die für die Verwaltung eines Konfigurationselements (CI) von Bedeutung ist
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: A | Question # 3 Answer: D | Question # 4 Answer: C | Question # 5 Answer: B |
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