Correct your mistake
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Make a learning plan
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Develop good study habits
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EXIN ITIL Deutsch Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| ITIL Practices Overview | - Technical management practices - General management practices (e.g., incident, change, problem management) - Service management practices |
| Key Concepts of Service Management | - Services and service relationships - Value, outcomes, costs, and risks |
| ITIL Service Value System (SVS) | - Governance - Guiding principles - Continual improvement - Service value chain |
| The Four Dimensions of Service Management | - Organizations and people - Partners and suppliers - Value streams and processes - Information and technology |
EXIN ITIL V3 Foundation (ITIL Deutsch Version) Sample Questions:
Welche Praxis braucht Menschen, die komplexe Systeme verstehen und über kreative und analytische Fähigkeiten verfügen?
- A. Serviceanforderungsverwaltung
- B. Problemmanagement
- C. Aktivierung ändern
- D. Service-Level-Management
Correct Answer: B 🗳️
Welche dieser Aktivitäten werden im Rahmen des „Problemmanagements“ durchgeführt?
- A. Vorfälle diagnostizieren und lösen
- B. Erstellen von Vorfalldatensätzen
- C. Eskalieren von Vorfällen an ein Support-Team zur Lösung
- D. Trendanalyse der Vorfallaufzeichnungen
Correct Answer: D 🗳️
Welche Aktivität trägt zum Schritt „Wo stehen wir jetzt?“ des Modells der „kontinuierlichen Verbesserung“ bei?
- A. Die Geschäftsmission verstehen
- B. Durchführen von Basisbewertungen
- C. Definieren des Verbesserungsplans
- D. Verbesserungsmaßnahmen durchführen
Correct Answer: B 🗳️
Welche Vorgehensweise erfordert Konzentration und Anstrengung, um auf die Anforderungen, Probleme, Sorgen und täglichen Bedürfnisse der Kunden einzugehen und ihnen zuzuhören?
- A. Servicedesk
- B. Serviceanforderungsverwaltung
- C. Service-Level-Management
- D. Lieferantenmanagement
Correct Answer: B 🗳️
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Welche Praxis hat einen starken Einfluss auf die Benutzererfahrung und Wahrnehmung des Dienstanbieters?
- A. Servicedesk
- B. Aktivierung ändern
- C. Service-Level-Management
- D. Lieferantenmanagement
Correct Answer: C 🗳️
