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EXIN ITIL Deutsch Exam Syllabus Topics:

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

1. Warum sollte ein Service Level Manager regelmäßige Service Reviews durchführen?

A) Zum Erfassen von Informationen zu Serviceproblemen und zur Leistung im Vergleich zu vereinbarten Zielen
B) Um sicherzustellen, dass Vereinbarungen einfach formuliert und leicht verständlich sind
C) Zum Sammeln von Informationen über die Ziele und Vorgaben der Service-Konsumenten
D) Um eine kontinuierliche Verbesserung der Dienste sicherzustellen, sodass sie den sich entwickelnden Bedürfnissen der Dienstnutzer gerecht werden

2. Welcher Begriff bezieht sich auf Service-Levels, die auf die Bedürfnisse der Service-Konsumenten abgestimmt sind?

A) Kosten
B) Garantie
C) Serviceverwaltung
D) Dienstprogramm

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

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

4. Was ist ein Zweck der Wertschöpfungskettenaktivität „Engage“?

A) Für Transparenz und gute Beziehungen sorgen
B) Sicherstellung der kontinuierlichen Verbesserung der Dienstleistungen
C) Erfüllung der Erwartungen hinsichtlich Qualität, Kosten und Markteinführungszeit
D) Sicherstellen, dass die Vision der Organisation verstanden wird

5. Was ist als Zustandsänderung definiert, die für das Management eines IT-Dienstes von Bedeutung ist?

A) Bekannter Fehler
B) Vorfall
C) Ereignis
D) Problem

Solutions: