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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Key Concepts of Service Management | 12% | - Products and services, service offerings - Value, value co-creation, service, service management - Stakeholders: customers, users, sponsors, providers |
| Topic 2: Service Value Chain Activities | 15% | - Deliver and support - Improve - Design and transition - Obtain/build - Engage - Plan |
| Topic 3: ITIL Management Practices | 17% | - Technical management practices
|
| Topic 4: Guiding Principles | 18% | - Keep it simple and practical - Focus on value - Collaborate and promote visibility - Optimize and automate - Start where you are - Progress iteratively with feedback - Think and work holistically |
| Topic 5: ITIL Service Value System | 20% | - Guiding principles - Continual improvement - Governance - Service value chain - Practices |
| Topic 6: Four Dimensions of Service Management | 18% | - Organizations and people - Partners and suppliers - Value streams and processes - Information and technology |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
Ein Fehler in einer Anwendung kann zum Ausfall eines Dienstes führen. IT-Mitarbeiter analysieren die Anwendung aktiv, um die Ursache zu verstehen. Wie lautet die korrekte Bezeichnung für diese Art von Fehler?
- A. Problem
- B. Ereignis
- C. Bekannter Fehler
- D. Vorfall
Correct Answer: A 🗳️
Welche Hilfsmittel können verwendet werden, um den Schweregrad eines Problems zu bestimmen?
- A. Definitive Medienbibliothek (DML)
- B. Anforderungserklärung (SOR)
- C. Konfigurationsmanagementsystem (CMS)
- D. Standardarbeitsanweisungen (SOP)
Correct Answer: C 🗳️
Was sollte bei der Anwendung des Leitprinzips „Wertorientierung“ zuerst getan werden?
- A. Identifizieren Sie die Ergebnisse, die der Dienst ermöglicht
- B. Identifizieren Sie alle an der Dienstleistung beteiligten Lieferanten und Partner
- C. Bestimmen Sie, wer in jeder Situation der Servicekonsument ist
- D. Bestimmen Sie die Kosten für die Bereitstellung des Dienstes
Correct Answer: C 🗳️
Was ist ein Konfigurationselement?
- A. Ein Problem, das analysiert, aber nicht gelöst wurde
- B. Jede Komponente, die verwaltet werden muss, um einen IT-Service bereitzustellen
- C. Jede finanziell wertvolle Komponente, die zur Bereitstellung eines IT-Produkts oder -Dienstes beitragen kann
- D. Jede Zustandsänderung, die für die Verwaltung eines Dienstes von Bedeutung ist
Correct Answer: B 🗳️
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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 Auslastung des Netzwerks eines Lieferanten zu messen
- C. Technologiemetriken können verwendet werden, um den Gesamtzustand eines Prozesses zu bestimmen
- D. Prozessmetriken können verwendet werden, um die End-to-End-Serviceleistung zu messen
Correct Answer: A 🗳️
