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EXIN ITIL Deutsch Exam Syllabus Topics:

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

Question 1

Ein SLA ist eine Service-Level-Vereinbarung.
Was beschreibt den „Wassermelonen-SLA“-Effekt?

A. SLA-Ziele ändern sich sehr häufig, sodass jeder Bericht neue Maßnahmen enthält und Trends nicht analysiert werden können.
B. Die Metriken in einem SLA konzentrieren sich auf interne Maßnahmen, sodass Berichte zeigen, dass alles in Ordnung ist, während der Kunde nicht zufrieden ist.
C. Durch die Einführung von SLAs für einen Service können Kunden erkennen, dass der Serviceanbieter wirklich gute Arbeit leistet, was die Zufriedenheit steigert.
D. Ein einzelnes SLA definiert Ziel-Servicelevel für mehrere Kunden, sodass jeder Kunde Berichte über die Erfahrungen anderer Kunden sieht.

Question 2

Was ist die Definition von „Service Management“?

A. Ein Ergebnis für einen Stakeholder, das durch einen oder mehrere Outputs ermöglicht wird
B. Eine Reihe spezialisierter organisatorischer Fähigkeiten, um den Kunden einen Mehrwert in Form von Dienstleistungen zu bieten.
C. Eine formale Beschreibung eines oder mehrerer Dienste, die auf die Bedürfnisse einer bestimmten Verbrauchergruppe zugeschnitten sind.
D. Verbinden Sie die Aktivitäten eines Dienstanbieters und eines Dienstkonsumenten, um eine kontinuierliche gemeinsame Wertschöpfung sicherzustellen.

Question 3

Welches Leitprinzip verhindert „Silo-Aktivitäten“?

A. Fokus auf Wert
B. Beginnen Sie dort, wo Sie sind
C. Halten Sie es einfach und praktisch
D. Zusammenarbeiten und Sichtbarkeit fördern

Question 4

Was soll einer Organisation dabei helfen, die ITIL-Richtlinien zu übernehmen und anzupassen?

A. Die Service-Wertschöpfungskette
B. Praktiken
C. Die Leitprinzipien
D. Die vier Dimensionen des Service

Question 5

Was ist die Ursache oder mögliche Ursache eines oder mehrerer Vorfälle?

A. Ein Konfigurationselement
B. Ein Vorfall
C. Eine Problemumgehung
D. Ein Problem

Solutions: