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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: The Four Dimensions of Service Management | - Information and technology - Partners and suppliers - Organizations and people - Value streams and processes |
| Topic 2: Key Concepts of Service Management | - Services and service relationships - Value, outcomes, costs, and risks |
| Topic 3: ITIL Service Value System (SVS) | - Service value chain - Continual improvement - Governance - Guiding principles |
| Topic 4: ITIL Practices Overview | - General management practices (e.g., incident, change, problem management) - Technical management practices - Service management practices |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
Was ist ein Zweck des Release-Managements?
- A. Zum Schutz der Informationen der Organisation
- B. Um Hardware und Software in Live-Umgebungen zu verschieben
- C. Um neue und geänderte Dienste zur Nutzung bereitzustellen
- D. Zur Bearbeitung von benutzerinitiierten Serviceanfragen
Correct Answer: C 🗳️
Welche Vorgehensweise bietet den Nutzern die Möglichkeit, verschiedene Anfragen zu ordnen, zu erklären und zu koordinieren?
- A. Beziehungsmanagement
- B. Service-Level-Management
- C. Kontinuierliche Verbesserung
- D. Servicedesk
Correct Answer: D 🗳️
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Wann sollte die Wirksamkeit einer Problemumgehung beurteilt werden?
- A. Immer wenn das Problem gelöst ist
- B. Immer wenn der Workaround verwendet wird
- C. Immer wenn das Problem priorisiert wird
- D. Immer wenn der Workaround zu einem bekannten Fehler wird
Correct Answer: B 🗳️
Welche Aktivität in der Wertschöpfungskette stellt sicher, dass die fortlaufende Serviceaktivität den Erwartungen der Benutzer entspricht?
- A. Plan
- B. Einbinden
- C. Liefern und unterstützen
- D. Erhalten/Erstellen
Correct Answer: C 🗳️
Was ist eine wichtige Überlegung für das Leitprinzip „Keep it simple and practical“?
- A. Verstehen Sie, wie jedes Element zur Wertschöpfung beiträgt
- B. Versuchen Sie, für jede Ausnahme eine Lösung zu finden
- C. Beginnen Sie mit einer komplexen Lösung und vereinfachen Sie dann
- D. Ignorieren Sie die widersprüchlichen Ziele verschiedener Interessengruppen
Correct Answer: A 🗳️
