Exam Name: ITIL V3 Foundation (ITIL Deutsch Version)
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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| ITIL Management Practices | 17% | - Technical management practices
|
| Service Value Chain Activities | 15% | - Deliver and support - Engage - Design and transition - Plan - Improve - Obtain/build |
| Key Concepts of Service Management | 12% | - Value, value co-creation, service, service management - Stakeholders: customers, users, sponsors, providers - Products and services, service offerings |
| Guiding Principles | 18% | - Start where you are - Focus on value - Keep it simple and practical - Optimize and automate - Collaborate and promote visibility - Think and work holistically - Progress iteratively with feedback |
| ITIL Service Value System | 20% | - Continual improvement - Service value chain - Governance - Practices - Guiding principles |
| Four Dimensions of Service Management | 18% | - Information and technology - Value streams and processes - Partners and suppliers - Organizations and people |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
In welcher Phase des Service-Lebenszyklus wird nach Möglichkeiten zur Verbesserung der Prozesseffizienz und Kosteneffektivität gesucht?
- A. Servicevorgang
- B. Dienstübergang
- C. Kontinuierliche Serviceverbesserung
D18912E1457D5D1DDCBD40AB3BF70D5D - D. Servicestrategie
Correct Answer: C 🗳️
Welche Aussage zur Praxis des „Service Desk“ ist RICHTIG?
- A. Es stellt eine Verbindung zu Stakeholdern auf strategischer und taktischer Ebene her
- B. Es führt eine Änderungsbewertung und -autorisierung durch
- C. Es untersucht die Ursache von Vorfällen
- D. Es erfordert ein praktisches Verständnis der Geschäftsprozesse
Correct Answer: D 🗳️
Welche der folgenden Optionen können für den Zugriff auf Service Desks verwendet werden?
- A. Alle oben genannten
- B. Text- und Social-Media-Nachrichten
- C. E-Mail
- D. Telefonanrufe
Correct Answer: A 🗳️
Was ist ein Beispiel für eine Serviceanfrage?
- A. Eine Anfrage zur Untersuchung der Ursache eines Vorfalls
- B. Eine Anforderung zur Wiederherstellung des Normalbetriebs
- C. Eine Anfrage zur Implementierung eines Sicherheitspatches
- D. Eine Anfrage für den Zugriff auf eine Datei
Correct Answer: D 🗳️
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Welche „Service Level Management“-Aktivität hilft den Mitarbeitern, einen stärker geschäftsorientierten Service zu bieten?
- A. Die laufenden Anforderungen der Kunden verstehen
- B. Erstellen von Zielen basierend auf dem Prozentsatz der Betriebszeit eines Dienstes
- C. Messung von Betriebsaktivitäten auf niedriger Ebene
- D. Verwendung komplexer technischer Terminologie in Service Level Agreements (SLAs)
Correct Answer: A 🗳️
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