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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| ITIL Management Practices | 17% | - General management practices
|
| ITIL Service Value System | 20% | - Practices - Service value chain - Continual improvement - Guiding principles - Governance |
| Guiding Principles | 18% | - Collaborate and promote visibility - Progress iteratively with feedback - Optimize and automate - Think and work holistically - Keep it simple and practical - Focus on value - Start where you are |
| Service Value Chain Activities | 15% | - Engage - Improve - Obtain/build - Design and transition - Deliver and support - Plan |
| Four Dimensions of Service Management | 18% | - Value streams and processes - Information and technology - Organizations and people - Partners and suppliers |
| Key Concepts of Service Management | 12% | - Value, value co-creation, service, service management - Stakeholders: customers, users, sponsors, providers - Products and services, service offerings |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
1. Welche Aussage zur „kontinuierlichen Verbesserung“ ist RICHTIG?
A) „Kontinuierliche Verbesserung“ sollte nur minimale Interaktion mit anderen Praktiken haben
B) Ein einzelnes Team sollte eine „kontinuierliche Verbesserung“ in der gesamten Organisation durchführen
C) Jeder in der Organisation ist für einige Aspekte der „kontinuierlichen Verbesserung“ verantwortlich.
D) Alle Verbesserungsideen sollten in einem einzigen „Register zur kontinuierlichen Verbesserung“ protokolliert werden.
2. Welche Vorgehensweise stellt sicher, dass Serviceaktionen, die ein normaler Teil der Servicebereitstellung sind, effektiv durchgeführt werden?
A) Problemmanagement
B) Serviceanforderungsverwaltung
C) Service-Level-Management
D) Vorfallmanagement
3. Was ist eine Aktivität zur „Problemidentifizierung“?
A) Problemumgehungen einrichten
B) Festlegung potenzieller dauerhafter Lösungen
C) Analysieren der Problemursache
D) Analysieren von Informationen von Softwareentwicklern
4. Was ist ein Beispiel für eine geschäftsbezogene Messung?
A) Die Anzahl der eingecheckten Passagiere
B) Die durchschnittliche Lösungszeit für Vorfälle
C) Die durchschnittliche Zeit bis zur Beantwortung von Änderungsanforderungen
D) Die Anzahl der gelösten Probleme
5. Was ist eine Lieferantenkategorie?
A) Ressource
B) Technisch
C) Ware
D) Kunde
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: B | Question # 3 Answer: D | Question # 4 Answer: A | Question # 5 Answer: A |






