Exam Name: ITIL V3 Foundation (ITIL Deutsch Version)
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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: 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 2: Understand the purpose and components of the ITIL service value system | - Describe the ITIL service value system |
| Topic 3: Know the purpose and key terms of selected ITIL practices | - Define key terms for selected practices - Describe the purpose of selected practices
|
| Topic 4: Understand how the ITIL practices contribute to the service value chain | - Explain the role of selected practices in the service value chain |
| Topic 5: Understand how the ITIL guiding principles can help an organization adopt and adapt service management | - Explain the use of the guiding principles - Describe the nature, use and interaction 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 creating value with services - Recall the definition of: service, utility, warranty, customer, user, service management, sponsor - Describe the key concepts of service relationships |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
1. Welche speziellen organisatorischen Fähigkeiten sind erforderlich, um den Kunden einen Mehrwert in Form von Dienstleistungen zu bieten?
A) Serviceverbrauch
B) Leistungserbringung
C) Serviceangebot
D) Serviceverwaltung
2. Welcher Leitsatz besagt, dass Dienste und Prozesse NICHT für jede Ausnahme eine Lösung bieten sollten?
A) Ganzheitlich denken und arbeiten
B) Halten Sie es einfach und praktisch
C) Zusammenarbeiten und Sichtbarkeit fördern
D) Optimieren und automatisieren
3. Welche Aussage zur „kontinuierlichen Verbesserung“ ist RICHTIG?
A) Alle Verbesserungsideen sollten in einem einzigen „Register zur kontinuierlichen Verbesserung“ protokolliert werden.
B) „Kontinuierliche Verbesserung“ sollte nur minimale Interaktion mit anderen Praktiken haben
C) Jeder in der Organisation ist für einige Aspekte der „kontinuierlichen Verbesserung“ verantwortlich.
D) Ein einzelnes Team sollte eine „kontinuierliche Verbesserung“ in der gesamten Organisation durchführen
4. Wie sollte eine Organisation Drittanbieter in die kontinuierliche Verbesserung ihrer Dienstleistungen einbeziehen?
A) Stellen Sie sicher, dass Lieferanten Einzelheiten zu ihrem Ansatz zur Serviceverbesserung in die Verträge aufnehmen
B) Fordern Sie einen Nachweis, dass der Lieferant agile Entwicklungsmethoden verwendet
C) Stellen Sie sicher, dass alle Aktivitäten zum Problemmanagement von Lieferanten zu Verbesserungen führen
D) Fordern Sie den Nachweis, dass der Lieferant alle Verbesserungen mithilfe von Projektmanagementpraktiken umsetzt
5. Was gewährt einem Benutzer Zugriff auf ein System?
A) Serviceverbrauch
B) Leistungserbringung
C) Servicevereinbarung
D) Serviceanforderung
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: B | Question # 3 Answer: C | Question # 4 Answer: A | Question # 5 Answer: B |
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