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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Management Practices | 17% | - Service management practices
|
| Topic 2: Service Value Chain Activities | 15% | - Improve - Plan - Obtain/build - Deliver and support - Engage - Design and transition |
| Topic 3: Four Dimensions of Service Management | 18% | - Information and technology - Organizations and people - Partners and suppliers - Value streams and processes |
| Topic 4: ITIL Service Value System | 20% | - Service value chain - Practices - Continual improvement - Guiding principles - Governance |
| Topic 5: Guiding Principles | 18% | - Start where you are - Focus on value - Think and work holistically - Collaborate and promote visibility - Optimize and automate - Keep it simple and practical - Progress iteratively with feedback |
| Topic 6: Key Concepts of Service Management | 12% | - Stakeholders: customers, users, sponsors, providers - Products and services, service offerings - Value, value co-creation, service, service management |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
Question 1
Welche Praxis erfordert Fähigkeiten und Kompetenzen in Bezug auf Geschäftsanalyse, Lieferantenmanagement und Beziehungsmanagement?
A. Vorfallmanagement
B. Überwachung und Ereignisverwaltung
C. IT-Asset-Management
D. Service-Level-Management
Question 2
Welche Aussage beschreibt den Wert der Servicestrategie für das Unternehmen am BESTEN?
A. Es ermöglicht dem Dienstanbieter zu verstehen, welche Service-Levels zum Erfolg seiner Kunden beitragen
B. Es reduziert die Dauer und Häufigkeit von Dienstausfällen
C. Es ermöglicht höhere Mengen erfolgreicher Änderungen
D. Es reduziert ungeplante Kosten durch optimierte Handhabung von Serviceausfällen
Question 3
Was geschieht im Schritt „Haben wir es geschafft?“ des CSI-Ansatzes (Continuous Service Improvement)?
A. Eine erste Basisbewertung
B. Überprüfung, ob Verbesserungsziele erreicht wurden
C. Prioritäten für Verbesserungen verstehen
D. Die Erstellung eines detaillierten CSI-Plans
Question 4
Welche Aussage zu den Ergebnissen ist RICHTIG?
A. Ergebnisse geben den Beteiligten Sicherheit über die Leistung eines Dienstes
B. Ein Ergebnis hängt von mindestens einem Output ab, um ein Ergebnis zu liefern
C. Ergebnisse ermöglichen die Lieferung von Produkten an einen Stakeholder
D. Ein Ergebnis definiert den Geldbetrag, der für die Technologie eines Dienstes ausgegeben wird
Question 5
Welcher Service-Übergangsprozess bietet Anleitungen zur Umwandlung von Daten in Informationen?
A. Änderungsauswertung
D18912E1457D5D1DDCBD40AB3BF70D5D
B. Wissensmanagement
C. Servicevalidierung und -tests
D. Service-Asset- und Konfigurationsmanagement
Solutions:
| Question 1 Answer: D | Question 2 Answer: A | Question 3 Answer: B | Question 4 Answer: B | Question 5 Answer: B |



