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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: The Four Dimensions of Service Management | - Partners and suppliers - Organizations and people - Value streams and processes - Information and technology |
| Topic 2: ITIL Service Value System (SVS) | - Continual improvement - Guiding principles - Service value chain - Governance |
| Topic 3: Key Concepts of Service Management | - Services and service relationships - Value, outcomes, costs, and risks |
| Topic 4: ITIL Practices Overview | - Technical management practices - Service management practices - General management practices (e.g., incident, change, problem management) |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
Wann sollte eine Änderungsanforderung zur Lösung eines Problems eingereicht werden?
- A. Sobald die Analyse der Häufigkeit und Auswirkung von Vorfällen die Änderung rechtfertigt
- B. Sobald eine Lösung für das Problem gefunden wurde
- C. Sobald eine Problemumgehung für das Problem identifiziert wurde
- D. Sobald die Analyse von Kosten, Risiken und Nutzen die Änderung rechtfertigt
Correct Answer: D 🗳️
Was ist der HAUPTvorteil des „Problemmanagements“?
- A. Problemumgehungen und bekannte Fehler verwalten
- B. Reduzierung der Anzahl und Auswirkungen von Vorfällen
- C. Maximierung der Anzahl erfolgreicher Änderungen
- D. Der normale Dienst wird so schnell wie möglich wiederhergestellt
Correct Answer: A 🗳️
Welche beiden werden als Teil der Dimension „Organisationen und Menschen“ des Servicemanagements betrachtet?
1. Autoritätssysteme
2.Kultur
3. Beziehungen zwischen Organisationen
4.Workflows
- A. 3 und 4
- B. 2 und 3
- C. 1 und 4
- D. 1 und 2
Correct Answer: D 🗳️
Welcher Prozess würde versuchen, die Kundenzufriedenheit zu verstehen und zu kommunizieren, welche Aktionspläne zur Bewältigung der Unzufriedenheit aufgestellt wurden?
- A. Servicekatalogverwaltung
- B. Kapazitätsmanagement
- C. Geschäftsbeziehungsmanagement
- D. Verfügbarkeitsmanagement
Correct Answer: A 🗳️
Welcher Begriff wird verwendet, um die Vorhersage und Kontrolle von Einnahmen und Ausgaben innerhalb einer Organisation zu beschreiben?
- A. Governance
- B. Budgetierung
- C. Buchhaltung
- D. Wird geladen
Correct Answer: B 🗳️
