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Concise contents
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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Objectives |
| Understand the key concepts of service management | - Recall the definition of: service, utility, warranty, customer, user, service management, sponsor
- Describe the key concepts of creating value with services
- Describe the key concepts of service relationships
|
| 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
|
| Understand the four dimensions of service management | - Describe the four dimensions: Organizations and People, Information and Technology, Partners and Suppliers, Value Streams and Processes
|
| Understand the purpose and components of the ITIL service value system | - Describe the ITIL service value system
|
| Understand how the ITIL practices contribute to the service value chain | - Explain the role of selected practices in the service value chain
|
| Know the purpose and key terms of selected ITIL practices | - Describe the purpose of selected practices
- 1. Service Level Management
- 2. Incident Management
- 3. Change Control
- 4. Problem Management
- 5. Service Desk
- 6. Continual Improvement
- 7. Service Request Management
- Define key terms for selected practices
|
| 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
|
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
1. Welche ITIL-Praxis hat den Zweck, die Wahrscheinlichkeit von Vorfällen zu verringern?
A) Kontinuierliche Verbesserung
B) Änderungskontrolle
C) Problemmanagement
D) Servicedesk
2. Identifizieren Sie das fehlende Wort im folgenden Satz.
Die Verwendung von [?] sollte die Beobachtungen bei der Anwendung des Leitprinzips „Starten Sie dort, wo Sie sind“ unterstützen und nicht ersetzen.
A) Werkzeuge
B) Prozess
C) Pläne
D) Messung
3. Ordnen Sie die folgenden Schritte des Software-Lebenszyklus in der richtigen Reihenfolge an.
1. In den Ruhestand gehen
2. Test
3. Bedienen
4. Bereitstellen
5. Ideenfindung
6. Entwickeln
7. Gestaltung
A) Ideenfindung, Testen, Entwickeln, Bereitstellen, Entwerfen, Betreiben, Außerbetriebnehmen
B) Außer Betrieb nehmen, testen, betreiben, bereitstellen, Ideenfindung, entwickeln, entwerfen
C) Keines der oben genannten
D) Ideenfindung, Design, Entwicklung, Bereitstellung, Test, Betrieb, Außerbetriebnahme
4. Was fällt NICHT in den Umfang des Servicekatalogmanagements?
A) Schnittstellen zwischen allen Diensten und unterstützenden Diensten
B) Erfüllung von Geschäftsdienstleistungsanfragen
C) Beitrag zur Definition von Dienstleistungen
D) Schnittstellen zwischen Servicekatalog und Serviceportfolio
5. Welche Aussage zu den Ergebnissen ist RICHTIG?
A) Ergebnisse ermöglichen die Lieferung von Produkten an einen Stakeholder
B) Ein Ergebnis hängt von mindestens einem Output ab, um ein Ergebnis zu liefern
C) Ergebnisse geben den Beteiligten Sicherheit über die Leistung eines Dienstes
D) Ein Ergebnis definiert den Geldbetrag, der für die Technologie eines Dienstes ausgegeben wird
Solutions:
Question # 1 Answer: C | Question # 2 Answer: D | Question # 3 Answer: D | Question # 4 Answer: B | Question # 5 Answer: B |