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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Value Chain Activities | 15% | - Design and transition - Plan - Engage - Improve - Deliver and support - Obtain/build |
| Topic 2: ITIL Service Value System | 20% | - Governance - Guiding principles - Practices - Continual improvement - Service value chain |
| Topic 3: Key Concepts of Service Management | 12% | - Products and services, service offerings - Value, value co-creation, service, service management - Stakeholders: customers, users, sponsors, providers |
| Topic 4: Four Dimensions of Service Management | 18% | - Value streams and processes - Partners and suppliers - Information and technology - Organizations and people |
| Topic 5: Guiding Principles | 18% | - Progress iteratively with feedback - Keep it simple and practical - Optimize and automate - Start where you are - Collaborate and promote visibility - Think and work holistically - Focus on value |
| Topic 6: ITIL Management Practices | 17% | - General management practices
|
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
Question 1
Was ist eine Schlüsselvoraussetzung für ein erfolgreiches Service Level Agreement (SLA)?
A. Verwendung einzelner Metriken, die sich auf den Servicekatalog beziehen
B. Verwendung einer Vereinbarung zwischen Dienstanbieter und Dienstanbieter
C. Verwendung gebündelter Metriken, um Leistung mit Ergebnissen in Beziehung zu setzen
D. Verwendung von auf einem einzigen System basierenden Metriken, die sich auf Ausgaben beziehen
Question 2
Wo sind die Details der erforderlichen Leistungsergebnisse eines Dienstes definiert?
A. Serviceanfragen
B. Service-Level-Vereinbarungen
C. Serviceangebote
D. Servicekomponenten
Question 3
Welche Aufgaben sollten durch das „Service Request Management“ bearbeitet werden?
A. Eine Anfrage zur Bereitstellung eines Laptops
B. Eine Anfrage zur Implementierung eines Sicherheitspatches
C. Eine Anfrage zur Änderung eines Ziels in einer Service-Level-Vereinbarung
D. Eine Anfrage zur Behebung eines Fehlers in einem Dienst
Question 4
Was ist ein Zweck der Service Desk-Praxis?
A. Minimieren Sie die negativen Auswirkungen von Vorfällen, indem Sie den normalen Servicebetrieb so schnell wie möglich wiederherstellen
B. Als Einstiegspunkt und zentraler Ansprechpartner für den Dienstanbieter mit allen seinen Benutzern
C. Aufbau und Pflege der Verbindungen zwischen der Organisation und ihren Stakeholdern auf strategischer und taktischer Ebene
D. Zur Unterstützung der vereinbarten Qualität eines Dienstes durch die Bearbeitung aller vordefinierten, vom Benutzer initiierten Serviceanfragen
Question 5
Was ist ein Ziel des Designkoordinationsprozesses?
A. Service-Design-Pakete erstellen und sicherstellen, dass sie an die Service-Transition übergeben werden
B. Alle Änderungen und ihre Auswirkungen auf das Servicedesign beurteilen und bewerten
C. Zur Dokumentation der anfänglichen Struktur und Beziehung zwischen Diensten und Kunden
D. Zum Erfassen und Dokumentieren neuer Service-Level-Anforderungen des Kunden
Solutions:
| Question 1 Answer: C | Question 2 Answer: B | Question 3 Answer: A | Question 4 Answer: B | Question 5 Answer: A |

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