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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: ITIL Practices Overview | - Service management practices - General management practices (e.g., incident, change, problem management) - Technical management practices |
| Topic 2: ITIL Service Value System (SVS) | - Guiding principles - Continual improvement - Governance - Service value chain |
| Topic 3: Key Concepts of Service Management | - Value, outcomes, costs, and risks - Services and service relationships |
| Topic 4: The Four Dimensions of Service Management | - Information and technology - Partners and suppliers - Organizations and people - Value streams and processes |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
Welche Praxis empfiehlt den Einsatz von Tools zur Zusammenarbeit und zum automatisierten Abgleich von Symptomen?
- A. Vorfallmanagement
- B. Problemmanagement
- C. Serviceanforderungsverwaltung
- D. Service-Level-Management
Correct Answer: A 🗳️
Welches davon sollte als Problem protokolliert und behandelt werden?
- A. Ein Überwachungstool erkennt eine Statusänderung für einen Dienst
- B. „Kontinuierliche Verbesserung“ muss eine Verbesserungsmöglichkeit priorisieren
- C. Trendanalyse zeigt eine große Anzahl ähnlicher Vorfälle
- D. Ein Benutzer fordert die Lieferung eines Laptops an
Correct Answer: C 🗳️
Welches ist die richtige Kombination von Elementen, die einen IT-Service ausmachen?
- A. Informationstechnologie, Netzwerke und Menschen
- B. Informationstechnologie, Menschen und Prozesse
- C. Kunden, Anbieter und Dokumente
- D. Menschen, Prozesse und Kunden
Correct Answer: B 🗳️
Was wird NICHT als Serviceanfrage behandelt?
- A. Eine Beschwerde über ein Support-Team
- B. Die Verschlechterung eines Dienstes
- C. Der Austausch einer Tonerkartusche
- D. Die Bereitstellung eines Laptops
Correct Answer: B 🗳️
Für welche Praxis ist jeder in der Organisation verantwortlich?
- A. Änderungskontrolle
- B. Kontinuierliche Verbesserung
- C. Problemmanagement
- D. Service-Level-Management
Correct Answer: B 🗳️
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