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EXIN ITIL Deutsch Exam Syllabus Topics:

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

1. Dazu gehören Governance, Managementpraktiken und kontinuierliche Verbesserung?

A) Die Wertschöpfungskettenaktivität „Liefern und Unterstützen“
B) Die Dimension „Wertstrom und Prozesse“
C) Das Service-Wertesystem
D) Das Leitprinzip „Konzentration auf den Wert“

2. Wie sollte eine Organisation Drittanbieter in die kontinuierliche Verbesserung ihrer Dienstleistungen einbeziehen?

A) Fordern Sie einen Nachweis, dass der Lieferant agile Entwicklungsmethoden verwendet
B) Stellen Sie sicher, dass Lieferanten Einzelheiten zu ihrem Ansatz zur Serviceverbesserung in die Verträge aufnehmen
C) Stellen Sie sicher, dass alle Aktivitäten zum Problemmanagement von Lieferanten zu Verbesserungen führen
D) Fordern Sie den Nachweis, dass der Lieferant alle Verbesserungen mithilfe von Projektmanagementpraktiken umsetzt

3. Welche Vorgehensweise bietet den Nutzern die Möglichkeit, verschiedene Anfragen zu ordnen, zu erklären und zu koordinieren?

A) Kontinuierliche Verbesserung
B) Servicedesk
C) Beziehungsmanagement
D) Service-Level-Management

4. Was hilft bei der Diagnose und Lösung eines einfachen Vorfalls?

A) Schnelle Eskalation
B) Die Verwendung von Skripten
C) Bildung eines temporären Teams
D) Problempriorisierung

5. Worauf konzentriert sich „Change Enablement“ IN ERSTER LINIE?

A) Änderungen der Organisationsstruktur
B) Änderungen an Service-Levels
C) Änderungen an Produkten und Dienstleistungen
D) Änderungen an Fähigkeiten und Kompetenzen

Solutions: