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EXIN ITIL Deutsch Practice Q&A's

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EXIN ITIL Deutsch Exam Syllabus Topics:

SectionObjectives
Key Concepts of Service Management- Value, outcomes, costs, and risks
- Services and service relationships
The Four Dimensions of Service Management- Partners and suppliers
- Organizations and people
- Value streams and processes
- Information and technology
ITIL Practices Overview- General management practices (e.g., incident, change, problem management)
- Service management practices
- Technical management practices
ITIL Service Value System (SVS)- Continual improvement
- Service value chain
- Governance
- Guiding principles

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

Question #1

Ab wann kann frühestens ein Workaround im „Problemmanagement“ dokumentiert werden?

  • A. Nachdem das Problem behoben wurde
  • B. Nachdem das Problem analysiert wurde
  • C. Nachdem das Problem priorisiert wurde
  • D. Nachdem das Problem protokolliert wurde
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

Question #2

Welche ITIL-Praxis empfiehlt die Durchführung von Serviceüberprüfungen, um sicherzustellen, dass die Services weiterhin den Anforderungen der Organisation entsprechen?

  • A. Servicedesk
  • B. Serviceanforderungsverwaltung
  • C. Dienstkonfigurationsverwaltung
  • D. Service-Level-Management
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

Question #3

Welche Praxis koordiniert die Klassifizierung, den Besitz und die Kommunikation von Serviceanfragen und Vorfällen?

  • A. Servicedesk
  • B. Lieferantenmanagement
  • C. Beziehungsmanagement
  • D. Problemmanagement
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

Question #4

Was ist das ERSTE, was man bedenken sollte, wenn man sich auf den Wert konzentriert?

  • A. Definition von Kundenerfahrung und Benutzererfahrung
  • B. Verstehen, was für den Servicekonsumenten wertvoll ist
  • C. Identifizierung des Servicekunden, der einen Mehrwert erhält
  • D. Sicherstellen, dass durch Verbesserungsinitiativen gemeinsam Wert geschaffen wird.
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

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Question #5

Wovon hängt die Praxis des „Service Request Managements“ für maximale Effizienz ab?

  • A. Prozesse und Verfahren
  • B. Self-Service-Tools
  • C. Vorfallmanagement
  • D. Komplimente und Beschwerden
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

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