Exam Name: ITIL V3 Foundation (ITIL Deutsch Version)
Certification Provider: EXIN
Corresponding Certification: Exin Certification
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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Understand the key concepts of service management | - Describe the key concepts of service relationships - Describe the key concepts of creating value with services - Recall the definition of: service, utility, warranty, customer, user, service management, sponsor |
| 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 |
| 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 |
| Understand the four dimensions of service management | - Describe the four dimensions: Organizations and People, Information and Technology, Partners and Suppliers, Value Streams and Processes |
| Know the purpose and key terms of selected ITIL practices | - Describe the purpose of selected practices
|
| 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 |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
Welches ist das BESTE Beispiel für eine Standardänderung?
- A. Die Überprüfung und Autorisierung einer von einem Kunden angeforderten Änderung
- B. Die Installation einer Softwareanwendung als Antwort auf eine Serviceanfrage
- C. Die Implementierung eines kritischen Software-Patches als Reaktion auf ein Sicherheitsproblem des Anbieters
- D. Der Austausch einer Komponente als Reaktion auf einen schwerwiegenden Vorfall
Correct Answer: B 🗳️
Was ist eine wichtige Überlegung für das Leitprinzip „Keep it simple and practical“?
- A. Ignorieren Sie die widersprüchlichen Ziele verschiedener Interessengruppen
- B. Verstehen Sie, wie jedes Element zur Wertschöpfung beiträgt
- C. Versuchen Sie, für jede Ausnahme eine Lösung zu finden
- D. Beginnen Sie mit einer komplexen Lösung und vereinfachen Sie dann
Correct Answer: B 🗳️
Was ist ein Beispiel für eine Problemkontrollaktivität?
- A. Überprüfung der Vorfallaufzeichnungen zur Erkennung von Trends
- B. Implementierung einer technischen Lösung zur Behebung eines Problems
- C. Neubewertung eines bekannten Fehlers, um die anhaltenden Auswirkungen zu verstehen
- D. Dokumentieren der Schritte einer Problemumgehung
Correct Answer: D 🗳️
Welche ITIL-Praxis hat den Zweck, die Wahrscheinlichkeit von Vorfällen zu verringern?
- A. Problemmanagement
- B. Änderungskontrolle
- C. Servicedesk
- D. Kontinuierliche Verbesserung
Correct Answer: A 🗳️
Was wird in der Dimension „Partner und Lieferanten“ berücksichtigt?
- A. Verwendung formaler Rollen und Verantwortlichkeiten
- B. Kontrollen und Verfahren definieren
- C. Zusammenarbeit mit einem Integrator zur Verwaltung von Beziehungen
- D. Künstliche Intelligenz nutzen
Correct Answer: C 🗳️
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