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EXIN ITIL Deutsch Exam Syllabus Topics:

SectionObjectives
Key Concepts of Service Management- Value, outcomes, costs, and risks
- Services and service relationships
The Four Dimensions of Service Management- Partners and suppliers
- Information and technology
- Value streams and processes
- Organizations and people
ITIL Practices Overview- General management practices (e.g., incident, change, problem management)
- Service management practices
- Technical management practices
ITIL Service Value System (SVS)- Governance
- Service value chain
- Continual improvement
- Guiding principles

EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:

Question #1

Was wird durch die Dimension „Organisationen und Menschen“ des Servicemanagements beschrieben?

  • A. Arbeitsabläufe und Kontrollen
  • B. Ein- und Ausgänge
  • C. Verträge und Vereinbarungen
  • D. Kommunikation und Zusammenarbeit
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

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Question #2

Welche Empfehlung gibt es zum Leitsatz „Ganzheitlich denken und arbeiten“?

  • A. Nutzen Sie die vier Dimensionen des Servicemanagements, um die Koordination aller Aspekte einer Verbesserungsinitiative sicherzustellen
  • B. Führen Sie eine Überprüfung der vorhandenen Service-Management-Praktiken durch und entscheiden Sie, was beibehalten und was verworfen werden soll
  • C. Überprüfen Sie, wie eine Verbesserungsinitiative in kleinere, überschaubare Abschnitte unterteilt werden kann, die zeitnah abgeschlossen werden können
  • D. Überprüfen Sie die Service-Management-Praktiken und beseitigen Sie unnötige Komplexität
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

Question #3

Welche Vorgehensweise würde einem Benutzer helfen, Zugriff auf eine Anwendung zu erhalten, die er verwenden muss?

  • A. Aktivierung ändern
  • B. Service-Level-Management
  • C. Serviceanforderungsverwaltung
  • D. Dienstkonfigurationsverwaltung
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

Question #4

Welche zwei Praktiken verwenden Workarounds?

  • A. Veränderungsermöglichung und kontinuierliche Verbesserung
  • B. Problemmanagement und Vorfallmanagement
  • C. Vorfallmanagement und kontinuierliche Verbesserung
  • D. Änderungsaktivierung und Problemmanagement
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

Question #5

Welches Konzept trägt bei der Arbeit an einer Verbesserungsiteration dazu bei, dass die Iterationsaktivitäten auch unter veränderten Umständen angemessen bleiben?

  • A. Direkte Beobachtung
  • B. Analyse-Lähmung
  • C. Rückkopplungsschleife
  • D. Minimal funktionsfähiges Produkt
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

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