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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Understand the purpose and components of the ITIL service value system | - Describe the ITIL service value system |
| Understand how the ITIL practices contribute to the service value chain | - Explain the role of selected practices in the service value chain |
| Understand the four dimensions of service management | - Describe the four dimensions: Organizations and People, Information and Technology, Partners and Suppliers, Value Streams and Processes |
| 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 |
| 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 |
| 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 |
| Know the purpose and key terms of selected ITIL practices | - Define key terms for selected practices - Describe the purpose of selected practices
|
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
Welche Praxis nutzt Technologien wie intelligente Telefonsysteme, eine Wissensdatenbank und Überwachungstools?
- A. Problemmanagement
- B. Dienstkonfigurationsverwaltung
- C. Bereitstellungsverwaltung
- D. Servicedesk
Correct Answer: D 🗳️
Ordnen Sie die folgenden Schritte des Software-Lebenszyklus in der richtigen Reihenfolge an.
1. In den Ruhestand gehen
2. Test
3. Bedienen
4. Bereitstellen
5. Ideenfindung
6. Entwickeln
7. Gestaltung
- A. Ideenfindung, Design, Entwicklung, Bereitstellung, Test, Betrieb, Außerbetriebnahme
- B. Keines der oben genannten
- C. Ideenfindung, Testen, Entwickeln, Bereitstellen, Entwerfen, Betreiben, Außerbetriebnehmen
- D. Außer Betrieb nehmen, testen, betreiben, bereitstellen, Ideenfindung, entwickeln, entwerfen
Correct Answer: A 🗳️
Was hilft bei der Bewältigung eines Vorfalls, wenn unklar ist, welches Supportteam an dem Vorfall arbeiten soll?
- A. Notfallwiederherstellungspläne
- B. Selbsthilfe
- C. Schwärmen
- D. Ziellösungszeiten
Correct Answer: C 🗳️
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Was definiert die Anforderungen an einen Dienst und übernimmt die Verantwortung für die Ergebnisse der Dienstnutzung?
- A. Ein Benutzer
- B. Ein Kunde
- C. Ein Konfigurationselement (CI)
- D. Ein IT-Asset
Correct Answer: B 🗳️
Welches sind die Elemente der Prozesssteuerung?
- A. Arbeitsanweisungen, Verfahren und Rollen
- B. Ressourcen, Fähigkeiten und Metriken
- C. Eingänge, Ausgänge und Trigger
- D. Prozessverantwortlicher, Richtlinien und Ziele
Correct Answer: D 🗳️
