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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Service Value System | 20% | - Continual improvement - Guiding principles - Governance - Service value chain - Practices |
| Topic 2: Four Dimensions of Service Management | 18% | - Value streams and processes - Partners and suppliers - Information and technology - Organizations and people |
| Topic 3: Guiding Principles | 18% | - Start where you are - Think and work holistically - Keep it simple and practical - Progress iteratively with feedback - Focus on value - Collaborate and promote visibility - Optimize and automate |
| Topic 4: ITIL Management Practices | 17% | - Service management practices
|
| Topic 5: Key Concepts of Service Management | 12% | - Products and services, service offerings - Value, value co-creation, service, service management - Stakeholders: customers, users, sponsors, providers |
| Topic 6: Service Value Chain Activities | 15% | - Obtain/build - Design and transition - Improve - Plan - Deliver and support - Engage |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
1. Welche Dimension umfasst ein Workflow-Management-System?
A) Partner und Lieferanten
B) Organisationen und Personen
C) Wertströme und Prozesse
D) Information und Technologie
2. Zu welchem Zweck würde die kontinuierliche Verbesserungspraxis eine SWOT-Analyse verwenden?
A) Sicherstellen, dass jeder aktiv teilnimmt
B) Ideen verfolgen und verwalten
C) Definition des zukünftigen gewünschten Zustands
D) Den aktuellen Status verstehen
3. Welche Praktiken werden am häufigsten mit dem Einsatz von Empathie zum Verständnis der Benutzer in Verbindung gebracht?
A) Aktivierung ändern
B) Servicedesk
C) Service-Level-Management
D) Kontinuierliche Verbesserung
4. Wann sollte eine Änderungsanforderung zur Lösung eines Problems eingereicht werden?
A) Sobald eine Lösung für das Problem gefunden wurde
B) Sobald die Analyse der Häufigkeit und Auswirkung von Vorfällen die Änderung rechtfertigt
C) Sobald die Analyse von Kosten, Risiken und Nutzen die Änderung rechtfertigt
D) Sobald eine Problemumgehung für das Problem identifiziert wurde
5. Identifizieren Sie das fehlende Wort im folgenden Satz.
Eine Kundendefinition ist das [?] für einen Dienst und übernimmt die Verantwortung für die Ergebnisse der Dienstnutzung.
A) Produkte
B) Anforderungen
C) Ressourcen
D) Lieferanten
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: D | Question # 3 Answer: B | Question # 4 Answer: C | Question # 5 Answer: B |





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