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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| The Four Dimensions of Service Management | - Organizations and people - Value streams and processes - Information and technology - Partners and suppliers |
| ITIL Practices Overview | - Service management practices - General management practices (e.g., incident, change, problem management) - Technical management practices |
| Key Concepts of Service Management | - Value, outcomes, costs, and risks - Services and service relationships |
| ITIL Service Value System (SVS) | - Service value chain - Guiding principles - Continual improvement - Governance |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
Question 1
Identifizieren Sie das/die fehlende(n) Wort(e) im Blassatz.
Der Zweck der Problemmanagementpraxis besteht darin, die Wahrscheinlichkeit und die Auswirkungen von Vorfällen zu verringern, indem tatsächliche und potenzielle Ursachen von Vorfällen ermittelt und Workarounds und [?] verwaltet werden.
A. Ereignisse
B. IT-Anlagen
C. Gebühren
D. bekannte Fehler
Question 2
Was wird am wahrscheinlichsten als Serviceanfrage behandelt?
A. Die Implementierung eines Workarounds
B. Verwalten einer Dienstunterbrechung
C. Bereitstellung eines virtuellen Servers für ein Entwicklungsteam
D. Eine Notfalländerung zum Anwenden eines Sicherheitspatches
Question 3
Was wird durch die Dimension „Organisationen und Menschen“ des Servicemanagements beschrieben?
A. Kommunikation und Zusammenarbeit
B. Arbeitsabläufe und Kontrollen
C. Ein- und Ausgänge
D. Verträge und Vereinbarungen
Question 4
Dazu gehören Governance, Managementpraktiken und kontinuierliche Verbesserung?
A. Die Dimension „Wertstrom und Prozesse“
B. Das Leitprinzip „Konzentration auf den Wert“
C. Das Service-Wertesystem
D. Die Wertschöpfungskettenaktivität „Liefern und Unterstützen“
Question 5
Was sollte eine Release-Richtlinie beinhalten?
A. Die Rollen und Verantwortlichkeiten für die Vorfall- und Problemlösung
B. Die Namenskonvention und die erwartete Häufigkeit jedes Releasetyps
C. Die Namenskonvention für alle im Konfigurationsmanagementsystem (CMS) erfassten Konfigurationselemente (CI)
D. Der Prozessverantwortliche und Prozessmanager für jeden Releasetyp
Solutions:
| Question 1 Answer: D | Question 2 Answer: B | Question 3 Answer: A | Question 4 Answer: C | Question 5 Answer: B |
