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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Know the purpose and key terms of selected ITIL practices | - Describe the purpose of selected practices
|
| Topic 2: 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 |
| Topic 3: Understand how the ITIL practices contribute to the service value chain | - Explain the role of selected practices in the service value chain |
| Topic 4: Understand the purpose and components of the ITIL service value system | - Describe the ITIL service value system |
| Topic 5: Understand how the ITIL guiding principles can help an organization adopt and adapt service management | - Describe the nature, use and interaction of the guiding principles - Explain the use of the guiding principles |
| Topic 6: Understand the four dimensions of service management | - Describe the four dimensions: Organizations and People, Information and Technology, Partners and Suppliers, Value Streams and Processes |
| Topic 7: Understand the key concepts of service management | - Describe the key concepts of service relationships - Recall the definition of: service, utility, warranty, customer, user, service management, sponsor - Describe the key concepts of creating value with services |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
1. Was ist Teil des Wertversprechens einer Dienstleistung?
A) Kosten, die dem Verbraucher durch den Dienst entstehen
B) Kosten, die dem Verbraucher durch den Dienst abgenommen werden
C) Risiken, die dem Verbraucher durch den Dienst entstehen
D) Vom Verbraucher empfangene Ausgaben des Dienstes
2. Welche Wertschöpfungskettenaktivität stellt sicher, dass Servicekomponenten die vereinbarten Spezifikationen erfüllen?
A) Erhalten/Erstellen
B) Plan
C) Design und Übergang
D) Liefern und unterstützen
3. Identifizieren Sie das fehlende Wort im folgenden Satz.
Ein Benutzer ist [?], der Dienste nutzt.
A) eine Rolle
B) ein Lieferant
C) ein Team
D) eine Organisation
4. Welches Leitprinzip berücksichtigt, wie die Schritte eines Prozesses möglichst effizient durchgeführt werden können?
A) Fokus auf Wert
B) Beginnen Sie dort, wo Sie sind
C) Ganzheitlich denken und arbeiten
D) Optimieren und automatisieren
5. Was beinhaltet der Zweck der Praxis des „Release-Managements“?
A) Sicherstellen, dass Informationen zu Diensten verfügbar sind
B) Neue Software in Live-Umgebungen verschieben
C) Neue Funktionen zur Nutzung verfügbar machen
D) Änderungen werden zum Fortfahren autorisiert
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A | Question # 3 Answer: A | Question # 4 Answer: D | Question # 5 Answer: C |
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