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EXIN ITIL Deutsch Exam Syllabus Topics:

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

1. Welche Aussage zur Praxis der „kontinuierlichen Verbesserung“ ist RICHTIG?

A) Die Teilnahme an der kontinuierlichen Verbesserung sollte auf ein kleines, engagiertes Team beschränkt sein.
B) Den an der kontinuierlichen Verbesserung Beteiligten sollten Schulungen angeboten werden.
C) Die Geschäftsleitung sollte ein einziges Register zur kontinuierlichen Verbesserung führen.
D) Es ist die Aufgabe der Geschäftsleitung, Verbesserungsinitiativen zu genehmigen.

2. Welche Wertschöpfungskettenaktivität vermittelt den aktuellen Status aller vier Dimensionen des Servicemanagements?

A) Einbinden
B) Erhalten/Erstellen
C) Plan
D) Verbessern

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

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

4. Welche Aussage zur Service-Wertschöpfungskette ist RICHTIG?

A) Die Service-Wertschöpfungskette verwendet Wertströme, um eine Kombination aus Verbrauchern und Anbietern zu beschreiben
B) Jede Wertschöpfungskettenaktivität identifiziert einen Bedarf an Ressourcen von einem externen Lieferanten
C) Die Service-Wertschöpfungskette wandelt Wert in Nachfrage um
D) Jede Wertschöpfungskettenaktivität verwendet unterschiedliche Kombinationen von Praktiken, um Inputs in Outputs umzuwandeln

5. Welche Aussage zu den Schritten zur Erfüllung einer Serviceanfrage ist RICHTIG?

A) Sie sollten bekannt und bewährt sein
B) Sie sollten komplex und detailliert sein
C) Sie sollten die Bearbeitung von Vorfällen beinhalten
D) Sie sollten kurz und einfach sein

Solutions: