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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Key Concepts of Service Management | - Services and service relationships - Value, outcomes, costs, and risks |
| ITIL Service Value System (SVS) | - Continual improvement - Service value chain - Guiding principles - Governance |
| ITIL Practices Overview | - Technical management practices - General management practices (e.g., incident, change, problem management) - Service management practices |
| The Four Dimensions of Service Management | - Organizations and people - Information and technology - Partners and suppliers - Value streams and processes |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
1. Welche Service-Wertschöpfungskettenaktivität befasst sich mit dem Kauf neuer Produkte?
A) Plan
B) Erhalten/Erstellen
C) Verbessern
D) Einbinden
2. Welche Aussage zur Service-Wertschöpfungskette ist RICHTIG?
A) Die Service-Wertschöpfungskette verwendet Wertströme, um eine Kombination aus Verbrauchern und Anbietern zu beschreiben
B) Jede Wertschöpfungskettenaktivität identifiziert einen Bedarf an Ressourcen von einem externen Lieferanten
C) Jede Wertschöpfungskettenaktivität verwendet unterschiedliche Kombinationen von Praktiken, um Inputs in Outputs umzuwandeln
D) Die Service-Wertschöpfungskette wandelt Wert in Nachfrage um
3. Was beschreibt eine „Änderungsbehörde“?
A) Ein Modell, mit dem bestimmt wird, wer eine Änderung bewertet
B) Eine Möglichkeit, die menschlichen Aspekte des Wandels zu bewältigen
C) Eine Person, die eine Änderung genehmigt
D) Ein Tool, das zur Unterstützung von Änderungen verwendet wird
4. Wo sind die Details der erforderlichen Leistungsergebnisse eines Dienstes definiert?
A) Servicekomponenten
B) Serviceanfragen
C) Service-Level-Vereinbarungen
D) Serviceangebote
5. Welche Aussage zur Praxis des „Service Request Managements“ ist RICHTIG?
A) Serviceanfragen werden mithilfe einfacher Workflows erfüllt
B) Für Serviceanfragen ist manchmal eine finanzielle Autorisierung erforderlich
C) Manchmal ist für die Wiederherstellung des Dienstes eine zusätzliche Genehmigung erforderlich
D) Für jeden Anfragetyp wird ein neuer Workflow erstellt
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: C | Question # 3 Answer: C | Question # 4 Answer: C | Question # 5 Answer: A |
