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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| 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 how the ITIL practices contribute to the service value chain | - Explain the role of selected practices in the service value chain |
| Understand the purpose and components of the ITIL service value system | - Describe the ITIL service value system |
| Know the purpose and key terms of selected ITIL practices | - Describe the purpose of selected practices
|
| 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 the key concepts of service management | - Describe the key concepts of service relationships - Recall the definition of: service, utility, warranty, customer, user, service management, sponsor - Describe the key concepts of creating value with services |
| 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 |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
Welche Dimension umfasst ein Workflow-Management-System?
- A. Information und Technologie
- B. Partner und Lieferanten
- C. Organisationen und Personen
- D. Wertströme und Prozesse
Welche Praxis nutzt Methoden aus Lean, Agile und DevOps?
- A. Vorfallmanagement
- B. Kontinuierliche Verbesserung
- C. Problemmanagement
- D. Servicedesk
Was beschreibt eine „Änderungsbehörde“?
- A. Ein Tool, das zur Unterstützung von Änderungen verwendet wird
- B. Eine Möglichkeit, die menschlichen Aspekte des Wandels zu bewältigen
- C. Ein Modell, mit dem bestimmt wird, wer eine Änderung bewertet
- D. Eine Person, die eine Änderung genehmigt
Welche Aussage zu Notfalländerungen ist RICHTIG?
- A. Notfalländerungen sind risikoarm und gut verstanden
- B. Notfalländerungen werden normalerweise nicht im Änderungsplan erfasst
- C. Es ist notwendig, alle Unterlagen auszufüllen, bevor eine Notfallgebühr erhoben wird
- D. Die Autorisierung von Notfalländerungen kann bis nach der Implementierung aufgeschoben werden
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Welche ZWEI Aussagen über die Kultur einer Organisation sind RICHTIG? (Wählen Sie zwei aus.)
1. Es basiert auf gemeinsamen Werten und der Art und Weise, wie es seine Arbeit verrichtet
2. Es wird durch die Art der Technologie bestimmt, die zur Unterstützung von Diensten verwendet wird
3. Es sollte auf der Kultur potenzieller Lieferanten basieren
4. Es sollte auf den Zielen der Organisation basieren
- A. 1 und 2
- B. 1 und 4
- C. 2 und 3
- D. 3 und 4
