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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| ITIL Practices Overview | - General management practices (e.g., incident, change, problem management) - Technical management practices - Service management practices |
| ITIL Service Value System (SVS) | - Guiding principles - Service value chain - Continual improvement - Governance |
| Key Concepts of Service Management | - Value, outcomes, costs, and risks - Services and service relationships |
| The Four Dimensions of Service Management | - Value streams and processes - Partners and suppliers - Information and technology - Organizations and people |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
1. Was ist die Definition eines bekannten Fehlers?
A) Eine Ursache oder mögliche Ursache eines oder mehrerer Vorfälle
B) Eine ungeplante Unterbrechung eines Dienstes oder eine Verringerung der Qualität eines Dienstes
C) Jede Statusänderung, die für die Verwaltung eines Dienstes oder eines anderen Konfigurationselements (CI) von Bedeutung ist.
D) Ein Problem, das analysiert und nicht gelöst wurde
2. Welche Aussage zu Service Desks ist RICHTIG?
A) Der Service Desk sollte eng mit den Support- und Entwicklungsteams zusammenarbeiten.
B) Der Servicedesk sollte von den technischen Supportteams isoliert bleiben
C) Der Servicedesk sollte auf Self-Service-Portale setzen, anstatt die Probleme an Support-Teams weiterzuleiten.
D) Der Service Desk sollte alle technischen Probleme an die Support- und Entwicklungsteams weiterleiten
3. Welche Service-Level-Metriken eignen sich AM BESTEN zur Messung der Benutzererfahrung?
A) Metriken für den Prozentsatz der Betriebszeit eines Dienstes
B) Mit definierten Ergebnissen verknüpfte Metriken
C) Einzelne systembasierte Metriken
D) Betriebskennzahlen
4. Welcher Aspekt des „Service Level Managements“ fragt Servicekonsumenten, was ihre Arbeit beinhaltet und wie die Technologie ihnen dabei hilft?
A) Kundenfeedback
B) Kundenbindung
C) Geschäftsmetriken
D) Betriebskennzahlen
5. Was geschieht im Schritt „Haben wir es geschafft?“ des CSI-Ansatzes (Continuous Service Improvement)?
A) Die Erstellung eines detaillierten CSI-Plans
B) Eine erste Basisbewertung
C) Prioritäten für Verbesserungen verstehen
D) Überprüfung, ob Verbesserungsziele erreicht wurden
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: A | Question # 3 Answer: B | Question # 4 Answer: B | Question # 5 Answer: D |
