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EXIN ITIL Deutsch Exam Syllabus Topics:

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

1. Welcher externe Input ist für die Service-Wertschöpfungskette erforderlich?

A) Die Aktivität „Verbesserung“ der Wertschöpfungskette
B) Kundenanforderungen
C) Ein Gesamtplan
D) Rückkopplungsschleifen

2. Welche Kosten sind im Wertversprechen einer Dienstleistung enthalten?

A) Greifbare oder immaterielle Ergebnisse für den Servicekonsumenten, weil er den Service nutzt
B) Die Vorteile, der Nutzen und die Bedeutung des Dienstes, die vom Dienstkonsumenten wahrgenommen werden
C) Zusätzliche Kosten, die dem Servicekonsumenten durch die Nutzung des Dienstes entstehen
D) Geld, das der Servicekonsument nicht mehr ausgeben muss, weil er den Service nutzt

3. Welche ZWEI Aussagen zur Praxis des „Service Request Managements“ sind RICHTIG?
1. Serviceanfragen sind Teil der normalen Servicebereitstellung
2. Beschwerden können als Serviceanfragen bearbeitet werden
3. Serviceanfragen resultieren aus einem Servicefehler
4. Normale Änderungen sollten als Serviceanfragen behandelt werden

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

4. Welche Vorgehensweise verbessert die Kunden- und Benutzerzufriedenheit, indem sie die negativen Auswirkungen von Serviceunterbrechungen reduziert?

A) Service-Level-Management
B) Serviceanforderungsverwaltung
C) Änderungsmanagement
D) Vorfallmanagement

5. Was lässt sich anhand der Kundenwahrnehmung und der Geschäftsergebnisse bestimmen?

A) Die Gesamtkosten einer Dienstleistung
B) Der Wert einer Dienstleistung
C) Servicemetriken
D) Wichtige Leistungsindikatoren (KPIs)

Solutions: