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EXIN ITIL Deutsch Exam Syllabus Topics:

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

1. Was wird als „Rolle, die Dienste nutzt“ definiert?

A) Kunde
B) Dienstkonsument
C) Benutzer
D) Sponsor

2. Wie trägt das Kundenengagement zur Praxis des „Service Level Managements“ bei?
1.Es erfasst Informationen, auf denen Metriken basieren können
2. Es stellt sicher, dass die Organisation die definierten Service-Levels erfüllt
3.Es definiert die Arbeitsabläufe für Serviceanfragen
4. Es unterstützt Fortschrittsdiskussionen

A) 2 und 3
B) 1 und 4
C) 1 und 2
D) 3 und 4

3. Welche „Service Level Management“-Aktivität hilft den Mitarbeitern, einen stärker geschäftsorientierten Service zu bieten?

A) Messung von Betriebsaktivitäten auf niedriger Ebene
B) Die laufenden Anforderungen der Kunden verstehen
C) Erstellen von Zielen basierend auf dem Prozentsatz der Betriebszeit eines Dienstes
D) Verwendung komplexer technischer Terminologie in Service Level Agreements (SLAs)

4. Welches ist die RICHTIGE Rolle des „R“ in einer RACI-Matrix?

A) Diese Rolle stellt den Informationsfluss zu den Beteiligten sicher
B) Diese Rolle stellt sicher, dass Aktivitäten korrekt ausgeführt werden
C) Diese Rolle ist an der Bereitstellung von Wissen und Input beteiligt
D) Diese Rolle ist Eigentümerin des Endergebnisses

5. Wann sollte eine Änderungsanforderung zur Lösung eines Problems eingereicht werden?

A) Sobald die Analyse der Häufigkeit und Auswirkung von Vorfällen die Änderung rechtfertigt
B) Sobald eine Problemumgehung für das Problem identifiziert wurde
C) Sobald die Analyse von Kosten, Risiken und Nutzen die Änderung rechtfertigt
D) Sobald eine Lösung für das Problem gefunden wurde

Solutions: