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EXIN ITIL Deutsch Exam Syllabus Topics:

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

1. Welche Praxis bietet den Benutzern einen zentralen Ansprechpartner?

A) Änderungskontrolle
B) Serviceanforderungsverwaltung
C) Servicedesk
D) Vorfallmanagement

2. Welche ZWEI sind wichtige Aspekte der Praxis des „Service Request Managements“?
1.Standardisierung und Automatisierung
2. Bereitstellung verschiedener Zugangskanäle
3. Schaffung einer gemeinsamen Zielvorstellung
4.Richtlinien für Genehmigungen

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

3. Was ist eine Empfehlung zur Anwendung des Leitprinzips „Keep it simple and practical“?

A) Schnell heißt nicht unvollständig
B) Kommunizieren Sie so, dass das Publikum es hören kann
C) Wenn eine Vorgehensweise leichter zu befolgen ist, ist es wahrscheinlicher, dass sie übernommen wird
D) Manchmal kann nichts vom aktuellen Status wiederverwendet werden

4. Welches Leitprinzip führt zu einer schnelleren Reaktion auf Kundenbedürfnisse durch Timeboxing von Aktivitäten und Lernen aus den Ergebnissen früherer Aktivitäten?

A) Iterativer Fortschritt mit Feedback
B) Optimieren und automatisieren
C) Fokus auf Wert
D) Zusammenarbeiten und Sichtbarkeit fördern

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

A) Überprüfen Sie, wie eine Verbesserungsinitiative in kleinere, überschaubare Abschnitte unterteilt werden kann, die zeitnah abgeschlossen werden können
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 die Service-Management-Praktiken und beseitigen Sie unnötige Komplexität

Solutions: