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EXIN ITIL Deutsch Exam Syllabus Topics:

EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:

1. Wie werden Ziellösungszeiten in der Incident-Management-Praxis verwendet?

A) Sie werden initiiert, genehmigt und verwaltet, um sicherzustellen, dass vorhersehbare Reaktionen erzielt werden
B) Sie werden eingerichtet, überprüft und gemeldet, um sicherzustellen, dass die Kunden mit dem Service zufrieden sind
C) Sie werden geplant, bewertet und autorisiert, um das Risiko von Serviceausfällen zu reduzieren
D) Sie werden vereinbart, dokumentiert und kommuniziert, um die Erwartungen der Benutzer zu erfüllen.

2. Welche Empfehlung gibt es zum Leitsatz „Ganzheitlich denken und arbeiten“?

A) Überprüfen Sie die Service-Management-Praktiken und beseitigen Sie unnötige Komplexität
B) Führen Sie eine Überprüfung der vorhandenen Service-Management-Praktiken durch und entscheiden Sie, was beibehalten und was verworfen werden soll
C) Nutzen Sie die vier Dimensionen des Servicemanagements, um die Koordination aller Aspekte einer Verbesserungsinitiative sicherzustellen
D) Überprüfen Sie, wie eine Verbesserungsinitiative in kleinere, überschaubare Abschnitte unterteilt werden kann, die zeitnah abgeschlossen werden können

3. Mit welchem Begriff wird die Funktionalität eines Dienstes beschrieben?

A) Ergebnis
B) Ausgabe
C) Garantie
D) Dienstprogramm

4. Was ist das erwartete Ergebnis der Nutzung einer Service-Wertschöpfungskette?

A) Service-Wertströme
B) Die Anwendung von Praktiken
C) Kundenbindung
D) Wertrealisierung

5. Welche Phasen umfasst der Release- und Bereitstellungsprozess?
1. Release-Build und Test
2. Überprüfen und abschließen
3. Kategorisieren und aufzeichnen
4. Änderungsberechtigung und Zeitplan

A) 1 und 3
B) 2 und 4
C) 1 und 2
D) 3 und 4

Solutions: