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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Value Chain Activities | 15% | - Plan - Engage - Deliver and support - Design and transition - Obtain/build - Improve |
| ITIL Management Practices | 17% | - Service management practices
|
| ITIL Service Value System | 20% | - Practices - Continual improvement - Service value chain - Guiding principles - Governance |
| Four Dimensions of Service Management | 18% | - Information and technology - Value streams and processes - Organizations and people - Partners and suppliers |
| Key Concepts of Service Management | 12% | - Stakeholders: customers, users, sponsors, providers - Products and services, service offerings - Value, value co-creation, service, service management |
| Guiding Principles | 18% | - Start where you are - Optimize and automate - Keep it simple and practical - Think and work holistically - Collaborate and promote visibility - Progress iteratively with feedback - Focus on value |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
1. Welches Leitprinzip empfiehlt, den aktuellen Zustand zu bewerten und zu entscheiden, was wiederverwendet werden kann?
A) Iterativer Fortschritt mit Feedback
B) Beginnen Sie dort, wo Sie sind
C) Fokus auf Wert
D) Zusammenarbeiten und Sichtbarkeit fördern
2. Welche Beschreibung trifft am BESTEN auf den Schwerpunkt des Prinzips „Ganzheitlich denken und arbeiten“ zu?
A) Eliminieren Sie unnötige Schritte, um wertvolle Ergebnisse zu erzielen
B) Aufteilung großer Initiativen in kleinere Arbeitspakete
C) Integration der Aktivitäten einer Organisation zur Wertschöpfung
D) Berücksichtigung der vorhandenen Organisationsressourcen vor dem Aufbau von etwas Neuem
3. Welche Dimension des Servicemanagements berücksichtigt Governance, Management und Kommunikation?
A) Information und Technologie
B) Organisationen und Personen
C) Partner und Lieferanten
D) Wertströme und Prozesse
4. Was ist die Definition eines Serviceverbesserungsplans (SIP)?
A) Ein Input vom Finanzmanagement für IT-Services an das Service-Level-Management mit detaillierten Angaben zum Budgetplan
B) Ein formeller Plan zur Implementierung von Verbesserungen an den Geschäftsprozessen eines Kunden
C) Ein formeller Plan zur Implementierung von Verbesserungen an einem Service oder Prozess
D) Ein Input vom Verfügbarkeitsmanagement zum Service-Level-Management, der den Service-Designplan detailliert beschreibt
5. Welche Aussage zu Metriken ist RICHTIG?
A) Technologiemetriken können verwendet werden, um die Leistung und Verfügbarkeit von Komponenten zu messen
B) Prozessmetriken können verwendet werden, um die End-to-End-Serviceleistung zu messen
C) Technologiemetriken können verwendet werden, um den Gesamtzustand eines Prozesses zu bestimmen
D) Prozessmetriken können verwendet werden, um die Auslastung des Netzwerks eines Lieferanten zu messen
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: C | Question # 3 Answer: B | Question # 4 Answer: C | Question # 5 Answer: A |
