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EXIN ITIL Deutsch Exam Syllabus Topics:

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

1. Was wird durch die Dimension „Organisationen und Menschen“ des Servicemanagements beschrieben?

A) Ein- und Ausgänge
B) Kommunikation und Zusammenarbeit
C) Verträge und Vereinbarungen
D) Arbeitsabläufe und Kontrollen

2. Was ist ein Zweck der Service Desk-Praxis?

A) Zur Unterstützung der vereinbarten Qualität eines Dienstes durch die Bearbeitung aller vordefinierten, vom Benutzer initiierten Serviceanfragen
B) Aufbau und Pflege der Verbindungen zwischen der Organisation und ihren Stakeholdern auf strategischer und taktischer Ebene
C) Als Einstiegspunkt und zentraler Ansprechpartner für den Dienstanbieter mit allen seinen Benutzern
D) Minimieren Sie die negativen Auswirkungen von Vorfällen, indem Sie den normalen Servicebetrieb so schnell wie möglich wiederherstellen

3. Was ist eine wichtige Überlegung für das Leitprinzip „Keep it simple and practical“?

A) Versuchen Sie, für jede Ausnahme eine Lösung zu finden
B) Verstehen Sie, wie jedes Element zur Wertschöpfung beiträgt
C) Ignorieren Sie die widersprüchlichen Ziele verschiedener Interessengruppen
D) Beginnen Sie mit einer komplexen Lösung und vereinfachen Sie dann

4. Welche Vorgehensweise wäre bei der Bewertung des Risikos für Dienstleistungen am WICHTIGSTEN, wenn ein Lieferant den Vertrag ändert, den er der Organisation anbietet?

A) Serviceanforderungsverwaltung
B) Aktivierung ändern
C) Vorfallmanagement
D) Service-Level-Management

5. Welche Hilfsmittel können verwendet werden, um den Schweregrad eines Problems zu bestimmen?

A) Konfigurationsmanagementsystem (CMS)
B) Standardarbeitsanweisungen (SOP)
C) Definitive Medienbibliothek (DML)
D) Anforderungserklärung (SOR)

Solutions: