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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Know the purpose and key terms of selected ITIL practices | - Define key terms for selected practices - Describe the purpose of selected practices
|
| Understand the purpose and components of the ITIL service value system | - Describe the ITIL service value system |
| 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 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 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 how the ITIL practices contribute to the service value chain | - Explain the role of selected practices in the service value chain |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
Welches Leitprinzip konzentriert sich auf die Reduzierung von Kosten und menschlichen Fehlern?
- A. Zusammenarbeiten und Sichtbarkeit fördern
- B. Optimieren und automatisieren
- C. Fokus und Wert
- D. Ganzheitlich denken und arbeiten
Welches ITIL-Konzept hilft einer Organisation, gute Entscheidungen zu treffen?
- A. Leitprinzipien
- B. Vier Dimensionen des Servicemanagements
- C. Service-Wertschöpfungskette
- D. Praktiken
Was beschreibt eine „Änderungsbehörde“?
- A. Ein Modell, mit dem bestimmt wird, wer eine Änderung bewertet
- B. Ein Tool, das zur Unterstützung von Änderungen verwendet wird
- C. Eine Möglichkeit, die menschlichen Aspekte des Wandels zu bewältigen
- D. Eine Person, die eine Änderung genehmigt
Was ist eine Empfehlung des Leitprinzips „Wertorientierung“?
- A. Konzentrieren Sie sich bei jedem Schritt der Verbesserung auf den Wert
- B. Konzentrieren Sie sich zuerst auf den Wert für den Dienstanbieter
- C. Konzentrieren Sie sich zunächst auf den Wert neuer und bedeutender Projekte
- D. Machen Sie die Fokussierung auf den Wert zur Verantwortung des Managements
Welche Kosten sind im Wertversprechen einer Dienstleistung enthalten?
- A. Greifbare oder immaterielle Ergebnisse für den Servicekonsumenten, weil er den Service nutzt
- B. Die Vorteile, der Nutzen und die Bedeutung des Dienstes, die vom Dienstkonsumenten wahrgenommen werden
- C. Zusätzliche Kosten, die dem Servicekonsumenten durch die Nutzung des Dienstes entstehen
- D. Geld, das der Servicekonsument nicht mehr ausgeben muss, weil er den Service nutzt
